The following services are designed to make communication easier for our vulnerable customers with communication difficulties (such as difficulty hearing, difficulty speaking or a visual impairment), poor mental health, physical disability, a learning disability, low literacy, or anyone unable to take care of themselves.

We also understand that someone who has experienced recent bereavement, loss of income, accident or injury can be temporarily vulnerable.

Need to contact iD Mobile as a vulnerable customer?

We keep a record of all our vulnerable customers. We have a number of different ways you can contact us to suit your communication preference, and the full list of contact options can be found in our vulnerable customer policy PDF below.

You can use any of the following methods:

  • By using Text Relay Services
  • Online using web chat
  • The iD Community
  • By phone

We have a team trained to give a high level of support to customers with vulnerability and/or accessibility needs. If you are vulnerable, you can contact our dedicated Vulnerable Customer Team on 0800 049 2376.

The team can capture your individual needs or situation and record it to ensure in future interaction with iD, the advisor will already be aware of your vulnerability and how best to support you.

Reserving this phoneline for our vulnerable customers allows us to offer specialist help to those that need it the most.

Customers who are not vulnerable can get assistance from our Live Chat team here or can find answers through browsing our iD Mobile Community page.

You can visit us at a Currys store for technical help. Our store colleagues can help you discuss your options, provide expert technical advice and assist with non-account related issues. Use our store locator to find your nearest store.

Our Policy

At iD Mobile, we truly believe that our products and services are for everyone, as set out in our policy for vulnerable customers.

Vulnerable customer policy

Financial vulnerabilities

We understand that circumstances can change and as a result you may experience financial hardship. We can offer support and guidance during these tough times. For more details, please contact us.

We also encourage you to seek impartial and free advice through specialist national and local organisations such as:

There are a number of free debt advice services available both locally and nationwide, online over the phone or face to face. To find the one best suited your needs please visit for more details.

Access to directory information

We offer a free 195 directory enquiries phone service to our disabled customers calling UK numbers (international directory enquiries are not part of this service). To take advantage of this, please download and submit this registration form:

Free Directory Enquires - Registration Form

When your request has been successfully processed, we'll send you an SMS to let you know that you can start using our free 195 directory enquiries phone service.

When you use the service, you won't be charged for calling 195, and you can request multiple searches for UK residential and business listings.

If you ask the operator to connect you, please ignore the message saying you'll be charged a premium fee per minute plus the access charge. You won't be charged this fee. Instead, the call will come out of your monthly minutes, or be charged at the standard rate for your price plan.

Please note: calls to this service will show up on your bill as Non-Geographic Calls to number 195, at a cost of £0.00.

SMS access to emergency organisations

If you need emergency assistance in the UK you can send an SMS to 999. The text will then be converted and passed to the appropriate emergency service.

Your phone will need to be registered to the service beforehand. To do this, simply text the word 'register' to 999. You should then receive a confirmation by SMS, telling you a little more about the service. For more details, visit

Please be aware that this service may not always be available. So until you get a reply to your emergency message, you should try using other ways to contact the emergency services such as dialling 18000 on a textphone, using the NGT Lite app (details below), or asking someone to dial 999 for you.

And don't forget that this service only works in the UK. So if you're abroad you'll need to try other ways of contacting the local emergency services. If you're in Europe, the number to call will be 112.

999 BSL – UK Emergency Video Relay Service

What is it?

The UK Emergency Video Relay Service supports people who are deaf, or those who have hearing loss. It allows them to make a video call to the emergency services – whether it’s their local police, ambulance, fire, or coastguard service – and communicate in British Sign Language (BSL) through video relay. What’s more, users can access this service through various devices, such as smartphones, tablets, or laptops.

How it works

Simply download the 999 BSL app or visit their website to make a call. You’ll get through to a BSL interpreter who will relay your conversation to a 999 operator. They’ll also let you know everything the operator says via sign language. You don’t have to worry about speaking with anyone, as the interpreter will manage the conversation in real-time to ensure everything is clear. If you’re still unsure how it works, check out these three simple steps for using the 999 BSL app.

The 999 BSL app and website is completely free to use and is available 24/7.

Follow the links below to download the 999 BSL app:

You can access the service directly from the 999 BSL website.

Text relay services

If you have hard of hearing, have a speech-impairment or deaf you can use Relay UK(*) services to connect by using the Relay UK app or a text phone.

To use this service, Download the Relay UK app for free from the Relay UK website.

Your Relay UK service options are;

  • Type and Read; if you can't hear and don't use your voice.
  • Speak and Read; if you can't hear but can use your voice.
  • Type and Hear; if you can hear but don't use their voice.
  • Speak and Hear; if you have some hearing and use your voice.

There are lots of different ways of using relay UK Services. You can use your mobile phone, textphone or landline for the voice part of your conversation, and another device like a PC, laptop or tablet to view the text. Or you can do it all on your smartphone just as long as it lets you use the internet and make phone calls at the same time. For more information about how to use the services and to download Relay UK App please visit the Relay UK website.

To make a call, enter 18001(**) - followed by the full phone number including dialling code.

Relay Assistant will then assist you by converting your conversation to your required service option.

Emergency Calls and SMS by using Relay services

When contacting the emergency services, dial 18000 instead of the normal 18001 through the app or from a textphone. You will connect to 999 and a relay assistant. Tell them which emergency service you need, and operator will then connect you to the right emergency service.

You can also send SMS text message to the UK 999 emergency service. However, to use this service you must register your phone. To see details for how to set up emergency SMS please visit

You can also make calls to international numbers from the UK. To do this, just dial 18000 followed by the full international number starting with 00. But please remember - relay assistants only speak English, so they won't be able to translate anything for you.

Standard UK calls made through Relay UK are free, and non-standard UK calls will be charged as per our standard rates.

(*) Formally known as Next Generation Text Services.

(**) If you’re using a smartphone with the Relay UK app, 18001 is automatically included before the number you want to dial.

Documents in accessible formats

We can produce your account communications in a range of alternative formats and this service is provided free of charge. This includes large font, braille, audio (CD) and dyslexia friendly colour paper format. To access this service, please contact customer services on live chat. If you are unable to use live chat you can also contact our dedicated Vulnerable Customer Team on 0800 049 2376.

Third party bill management

You can choose a third party (a trusted friend or family member) to manage your bills and payments. To do this, download and submit this registration form:

Third Party Bill Management - Nomination Form

We'll aim to process your request within 5 working days of receiving it.

Your nominated third party will be sent your bill by post each month, and they'll be given the option of setting up a Direct Debit, or make a manual payment.

Financial Difficulties

At iD Mobile, we understand that your circumstances can change, and you might experience financial hardship. If you ever find yourself in financial difficulty – and worry that you might fall behind on your payments - please get in touch with us using Live Chat or your preferred communication method as soon as possible.

To learn more, please refer to Section 9 of our Vulnerable Customer Policy.

Vulnerable Customer Policy

Specialised phones

We range a number of phones that are ideal for vulnerable users. These phones, manufactured by Doro, have large physical keys for easy dialling and texting, and built-in assistance buttons. Some of them are also hearing aid compatible.

You can purchase a specialised Doro phone online at If you'd like to view the phone and get a feel for it before you buy, pop into your nearest Currys store and ask a member of staff for assistance.

iD Mobile Website Accessibility

At iD Mobile we want everyone to enjoy amazing technology and be able to use our website. We are committed to promoting digital accessibility for people with disabilities and we have included accessibility throughout our internal policies, and we carry out regular accessibility audits and testing.

Our website was fundamentally revised and optimised in November 2021 in line with Web Content Accessibility Guidelines and complies with WCAG 2.1 level AA standards. As a result, our website`s content has been made more accessible to a wider range of people with disabilities, including blindness and low vision, deafness and hearing loss, learning disabilities, cognitive limitations, limited movement, speech disabilities, photosensitivity and combinations of thereof. By implementing and adhering to these guidelines, this website`s web content has also become more usable to users in general.

Compatibility with browsers and assistive technology

Our goal is to be able to support the widest selection of browsers and assistive technologies as possible. We have therefore invested efforts to support a wide range of systems, including Chrome, Firefox, edge, Opera and Safari VoiceOver on a MAC. We have also addressed JAWS and NVDA assistive technologies for Windows and MAC. In addition, the following modifications and features were implemented to make this website more accessible:

Enables keyboard navigation

Enables smart navigation

Blinks Blocking

OCR Image description

Fonts - Ability to increase and decrease the site font, adjust, align etc

Voice command the browser using your voice

Change colour contrast based on dark background

Change colour contrast based on a light background

Change the Site`s colours

Matching and monochrome option for colour blind people

Change the font for readability

Increase the cursor and change its colour to black or white

Increase the display to 200%

Highlight links on the site

Highlighting headers on the site

Display an alternative description of the images

Increase the content chosen by the cursor, showed in a tooltip

Describe words by mouse selection

Displays the site`s contents in a new window clearly and readable

Enables users to type contents using the mouse

Technical specificatons

Accessibility of this website relies on the following technologies to work with the particular combination of web browser and any assistive technologies or plugins installed on your computer:





We are always looking to improve the accessibility of this website and despite our best efforts to ensure accessibility of, there may be some limitations. If you are experiencing difficulties accessing the website, please contact our customers services team here.

This website's accessibility will be reviewed on a regular basis and we will update this accessibility statement with any relevant changes.