Whatever your needs, we’re here to help

If you have additional needs, we can help make life easier. Simply register with us now, and you’ll benefit from our range of support services.

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Register Vulnerabilities

Who we can help

Register if you’re affected by any of the following:

  • Serious illness
  • Major life events such as job loss and loss of a loved one
  • Mental health conditions
  • Cognitive impairments including dementia
  • Speech or language difficulties
  • Physical disabilities
  • Any level of visual impairment
  • Hearing impairments
  • Literacy and numeracy requirements

How we can help

Once registered, we’ll offer help appropriate to your circumstances. For example, we could:

  • Make it easier for you to contact us
  • Help you save money on your broadband services
  • Suggest new tech to make life simpler

Get in touch to register

Simply give us a call or fill in the online form.

020 4586 8868

Monday to Friday, 8am - 8pm


Register Vulnerabilties

999 BSL Emergency Video Relay Service

999 BSL, the Emergency Video Relay Service allows everyone to be able to access and benefit from ultrafast broadband. Our broadband works with 999 BSL. The Emergency Video Relay Service allows deaf and hard of hearing users to communicate with UK Emergency Services using British Sign Language (BSL).

The service is completely free. And can be used with any video-compatible device from smartphones to tablets. Your Hey!Broadband package is not affected.

How to make an emergency call using 999 BSL

The easiest way is to make sure you install the 999 BSL app on your smartphone or tablet.

Alternatively you can call through the 999 BSL website: www.999bsl.co.uk

What happens when you call 999 BSL?

In the event of an emergency call 999 BSL and you will be connected to a BSL interpreter, who will then relay the information you give to the Emergency Service Call Handler and the Emergency Services.

For information about this incredible service please visit the 999 BSL website.


Text Relay Service

Text relay services relay phone conversations between a text-user and phone-user and can be a vital service for those who either have difficulty hearing or understanding another person during a phone call.


Third party account management process

We have a third party account process at Hey!Broadband that lets customers who struggle with managing their account appoint someone else to manage the account on their behalf.

How does this work?

It will allow the third party account holder to manage your account in instances such as:

  • Report technical issues and speak to our tech support team on your behalf
  • Receive copies of bills
  • Make billing enquiries on your behalf

Please fill out the form below and email to [email protected]

Contact us

Our special assistance team is here to help. To speak to us about your needs, give us a call or email us on Monday to Friday: 8am - 8pm.

020 4586 8868

Register your needs via the form below


    Please provide us with more detail, for example:

    • register vulnerabilities
    • request third party account management
    • let us know of any accessibility requirements
    • let us know if you are going through a period of difficulty due to a situation

    The information listed above will be stored internally within our records to keep track of any vulnerabilities that customers may have. This data is used for internal records only and is not shared with external bodies. Please note that if you would like to change/remove any vulnerabilities in the future, contact our customer service team via 0808 168 1616 for assistance. Please click this check box to confirm you have read this section.