Communication Choices

Transcription

1 Communication Choices BT s guide to hearing better on the phone bt.com/includingyou

2 Foreword The growth of social networks, like Facebook and Twitter, and more versatile mobile phones haven t changed the fact that the phone still plays an important, if not vital, role in helping you keep in touch. We re glad that BT is still committed to making the phone accessible to people with a hearing loss. This guide is one part of that commitment. It s an easy-to-read, jargonfree guide to getting the best out of today s phones, written specifically for people with a hearing loss. It includes practical suggestions on how to make phone conversations easier and valuable information that can help you make informed choices about what best suits your needs. Although this booklet has been produced by BT for its customers and we can t endorse specific BT products, we recommend it to everyone with an interest in achieving better communication on the phone. Dr Lorraine Gailey Chief Executive, Hearing Link hearinglink.org 2

3 Contents Foreword... 2 Introduction... 5 Our website...5 Other BT guides...6 Using the phone without a hearing aid Try Before You Buy centres...8 Digital hearing aids... 9 Analogue hearing aids...10 Microphone settings when you re on the phone Inductive coupling What is inductive coupling?...12 How does inductive coupling help on the phone?...12 How to tell if your phone has an inductive coupler...12 Tips on positioning your phone Using the inductive coupler with a hearing aid...13 Programmable telecoil option (PTO)...15 Bone anchored hearing aid (BAHA) or cochlear implant.. 16 Body-worn hearing aid Headsets Hands free or loudspeaker phones Interference

4 Cordless phones Digital Enhanced Cordless Transmission (DECT)...21 Analogue cordless...22 Batteries...22 Mobile phones More help with mobiles...23 Dealing with a whistling hearing aid Using a behind the ear (BTE) aid...24 Using an in the ear (ITE) aid...25 Problems hearing the phone ring Getting more from your phone Texting or Short Message Service (SMS)...28 Emergency SMS...28 Relay services...29 BT s calling features...29 More tips Get included online Making phone calls over the internet...32 Text and video calls over the internet...33 BT s contact and service details Live chat...35 Tweeting...35 Facebook...35 References and further contacts...36 Acknowledgements

5 Introduction For many people, the phone is a simple way to stay in touch with friends and family and many businesses still prefer to use the phone when they re dealing with customers. Over time, starting around your 20s, your hearing starts to change. This is natural and you shouldn t worry about it. But if your hearing is or becomes impaired, using the phone can be frustrating for you and for the person at the other end of the line. It can also be awkward and uncomfortable if you have to rely on someone else to make your phone calls. This guide discusses some simple steps you can take to help make sure you get the best possible clarity and volume of speech when you re on the phone. Our website For more details, go to bt.com/includingyou, our website for people that need extra help with communications. 5

6 Other BT guides Communication Choices: for deaf or hard of hearing people This is a BT guide that helps you find the best way to communicate if you re deaf or hard of hearing. It s mainly about phones but it also shows you how the internet and other technologies can help. To read or download Communication Choices, click on Useful downloads on the Help page at bt.com/includingyou Including You: BT s guide to help you communicate In this guide, you ll find information about our standard and more specialised products and services, especially aimed at our customers who find communication more challenging. To read or download this guide, click on Useful downloads on the Help page at bt.com/includingyou Including You BT s guide to help you communicate We ve also got a range of accessories you might find helpful. For more information, go to bt.com/shop/accessible_products 6

7 Using the phone without a hearing aid When you re on the phone, how you hold the handset can make a big difference to the quality of sound that you hear. If you don t use a hearing aid when you re on the phone, try checking that you re holding the earpiece of the handset in the right place on your ear. You ll see holes or slots on your phone s handset, where the sound comes from. Make sure that you hold the handset so that these holes or slots are directly over the entrance to your ear canal, or ear hole. Just getting it slightly off centre can make a huge difference to what you can hear. It s important to nestle the earpiece comfortably against your ear, so that it forms a good seal. Just a one centimetre gap can more than halve the volume and seriously affect the quality of the sound you hear. Also, that gap can let in room noise and mask incoming speech. 7

8 It might be worth testing the sound by calling a familiar voice, listening to voic or dialing a Freephone number before you make a live call. But before you do that, make sure that you remove or reduce any other sources of sound. Another trick is to shut your eyes so that you re not distracted by something you see and to help your brain focus on what you hear. If you still struggle to hear once you ve checked all these things, you could try a new phone with incoming speech amplification and volume control. Many new phones either corded or cordless now come with better clarity, a volume control and a hands free facility (see page 19). Try Before You Buy centres If you re thinking about getting a new phone, it makes sense to check things out before you buy. Working with third-party Try Before You Buy (TBYB) centres, BT provides over 200 places where you can see, handle and try out our equipment to make sure it s right for you without being pressurised by sales people. To find your nearest Try Before You Buy centre, go to 8

9 Digital hearing aids Most new hearing aids are digital, which is good because they can be programmed more precisely than analogue aids to suit your own hearing needs. Some digital aids are even self-adjusting. The audiologist who tests your hearing will discuss with you which type of hearing aid is best for you. The audiologist will also programme the aid, show you how to use it and fine tune things later if it needs it. Some digital aids have a volume control. Others automatically adjust their volume according to the environment. This could be a drawback when you re on the phone as the aid could try to quieten the phone s sound, making it more difficult for you to hear. If you get this problem, let your audiologist know and they should be able fix things by adjusting your aid s settings. 9

10 We can t suggest specific adjustments for when you re using the phone because the controls and settings for different makes of hearing aid vary. Your audiologist will help you when they first fit the aid and will explain how it works in different situations: with a group, one-to-one, in a noisy environment and when using the T setting, also called the telecoil setting or inductive coupler, for use with the loop system (see page 12). Make sure you ask your audiologist to activate the T or telecoil option in your hearing aid. There are many styles of digital hearing aids, like behind the ear, in the ear and receiver in the canal. Most hearing aids also have an additional programme that can help you hear better in quiet situations. Your audiologist might arrange follow up visits once you ve had a chance to use your aid, to see how you ve been getting on and to make any adjustments to the original settings. Analogue hearing aids Analogue aids use older technology and aren t as advanced as digital aids. They usually have a microphone and telecoil option but not any automatic functions. 10

11 Microphone settings when you re on the phone When your aid s microphone is on, all sound enters through it and is then boosted and modified by the hearing aid and sent directly into your ear canal. When you re on the phone, you need to make sure that the sound coming from the phone earpiece reaches the ear canal by moving the ear piece close to the microphone on the hearing aid. The best way to do this depends on your hearing aid s style ask your audiologist. It s useful to try holding the handset in different positions to find out what suits you best. One way of doing this is to listen to the phone dialling tone or a recorded announcement on a Freephone number. See Tips on positioning on page 13. You can use both analogue and digital hearing aids when you re on the phone. Use your hearing aid s T setting if it has one, otherwise use the standard setting. 11

12 Inductive coupling What is inductive coupling? Inductive coupling, T setting, telecoil, inductive coupler and loop system are effectively talking about the same thing. A telecoil is a small component in your hearing aid that picks up magnetic signals from an inductive coupler in a hearing aid compatible phone or from a loop system in a room. It detects then converts the magnetic signals into sound and reduces background noise, so you hear more clearly. How does inductive coupling help on the phone? A telecoil can reduce background noise and eliminate the feedback (squealing or whistling) that you sometimes get when you hold your phone next to your hearing aid. How to tell if your phone has an inductive coupler On the box it should say hearing aid compatible or inductive coupler and show an ear symbol. All BT payphones and most of the remaining analogue cordless phones on the market have inductive couplers fitted as standard. All BT corded phones that feature speech amplification also have inductive couplers. Some digital cordless phones also have inductive coupling. 12

13 Tips on positioning your phone Using the inductive coupler with a hearing aid The sound from a phone earpiece comes from the holes in the centre but the inductive coupler electromagnet is usually fitted around the rim of the earpiece, usually about a centimetre back from the microphone. It s important to hold the rim of the earpiece as close as possible to the magnetic pick-up within your hearing aid, maybe even touching your hearing aid. There s no way of knowing where the telecoil is, so you ll need to experiment to find the best position for the handset and adjust the volume on the hearing aid and/or phone to a comfortable level. Here s a starting point: place the handset with the earpiece on the side of your head, above your ear. Slide it down so that it rests on the shelf of your ear, sandwiching the hearing aid between the portion of the earpiece rim nearest the centre of the handset and the side of your head. To do this, your ear will be gently forced outwards and you should now slowly slide the earpiece round the curve of the hearing aid until you hear the loudest sound. 13

14 Once you ve found the best position, try not to move the handset. If you slide the rim of the earpiece just a centimetre one way or the other away from the best spot, you could lose the signal altogether. You can use the constant sound of the dialling tone or a recorded announcement on a Freephone number to see how the sound varies with the handset in different positions. If your hearing aid has a combined microphone and telecoil option (an MT position) you can pick up both the normal voice sound and the inductive coupling sound. Many hearing aid users do this as it can increase the overall sound but if you re in a noisy place, it s probably best to choose telecoil only, to keep down any background noise. The magnetic coils in the phone and hearing aid work best if they re aligned in the same direction. Most hearing aid manufacturers try to make the angle of the inductive coupler suit both phone and room loop use but it might help if you rotate the phone to see if the sound gets better. Many corded phones have an inductive coupler in the earpiece. Others, like cordless or mobile phones, could have a standard headset socket, which means you can plug in an inductive loop (sometimes called a neck loop). You can also get a mobile phone with a Bluetooth connection for neck loops. You ll find more about using a phone when wearing a hearing aid on the Making calling easier pages at bt.com/includingyou 14

15 Programmable telecoil option (PTO) Many digital hearing aids have a programmable telecoil option (PTO). The PTO automatically selects your preferred phone setting, programmed by the audiologist, when triggered by your phone s magnetic field. This can be loop, microphone or microphone and loop together. Some aids are supplied with a small, powerful magnet which boosts the magnetic field and triggers the programme when you place it on the earpiece of a phone. This is useful when the magnetic field from the handset is too weak to operate the PTO programme on its own. Your audiologist will explain if your aid has a PTO. 15

16 Bone anchored hearing aid (BAHA) or cochlear implant Bone anchored hearing aids and cochlear implants are surgically implanted hearing aids. The positioning of the bone anchored hearing aid or cochlear implant, and non-implanted bone conduction hearing aids, is a little different from that of a behind the ear aid but the general principles of hearing speech on the phone are the same. Depending on your hearing aid, the tips on page 13 still apply to your aid or implant and will help you find out if you re likely to get interference when you re using a cordless or a mobile phone. The hands free feature on some phones (see page 19) is a really useful option but remember to turn down the volume to the lowest comfortable level to minimise distortion. This is especially important if you re using a digital cordless phone where the hands free amplification is built into the handset itself. With newer cochlear implants, you can use your phone with either the microphone or the telecoil, or both. As with other hearing aids, you ll need to experiment to find the best place and position to hold your phone. 16

17 Body-worn hearing aid Body-worn aids (quite rare these days) use a microphone and sound processor housed in a casing worn clipped to your clothes, usually at chest level. Although the microphone isn t at ear level, the way they re used with the phone is almost the same. As the microphone of a body-worn aid is worn on your chest, you need to hold the phone handset upside down. This brings the earpiece closer to the aid s microphone and the handset mouthpiece further up, nearer to your mouth. If the handset is fitted with an inductive coupler, you can switch your hearing aid to the telecoil setting. The easiest, most straightforward way is to use a phone with a hands free feature (see page 19) so you can talk and listen without having to hold anything. 17

18 Headsets Some phones have a headset socket and a button to switch the headset on and off instead of lifting the handset when you make or take a call. On a lot of modern phones, if you pick up the handset before pressing the headset button, you can use both the headset and the handset earpiece but the handset microphone stays disconnected. If you still struggle to hear clearly and have a friend with you, you could use the headset and microphone while they can listen using the handset and repeat the speech to you by lipspeaking or mouthing it. Or you could ask them to make notes. Some corded phones with a hands free feature let you use the handset earpiece at the same time. If you use a body-worn aid you can hold the handset to the microphone on your body aid and speak into the hands free microphone while the earpiece is down on your chest. And the MT position on most body-worn aids lets you pick up both sound and the magnetic signal from the earpiece at the same time. If you wear a hearing aid in just one ear, you could use a headset to one ear and the handset to the ear with the hearing aid, so you can listen to incoming sounds with both ears at the same time. You can also buy headsets with noise-cancelling microphones to reduce background noise go to bt.com/shop or call These headsets can be connected and used either directly on your ear or with your hearing aid microphone. 18

19 Hands free or loudspeaker phones A phone with a hands free or loudspeaker option lets you chat without holding the handset. You hear the speech through a speaker and your voice is picked up through a microphone in the phone or handset. This gives a balanced sound, which you ll probably find much easier to hear. It will help a lot if you wear two hearing aids, use a body-worn hearing aid or have severe hearing loss or tinnitus. It also means that everyone in the room can share in the conversation. Corded phones get their power from the phone line and, as this power is quite low, the loudspeaker quality and volume can also be quite low. Phones that use batteries or mains power to improve the quality of the broadcast speech will offer a better sound quality. Some hands free phones are designed to work without any additional batteries, but they might not be as good as battery-assisted phones. It s worth noting that the speaker for the hands free feature could be in the handset so you can get a much louder volume if you hold the handset close to your ear or aid. 19

20 Interference Mobile phones and digital cordless phones can sometimes cause interference on hearing aids. This is usually a buzzing sound and it can be enough to make conversation impossible, especially if the aid is on the telecoil setting. Most hearing aid circuits intercept this interference but if yours is affected, see page 13 for some tips on how to keep interference down. It can help if the cordless phone has a hands free facility because you can hold the handset far enough away from the aid to stop interference but still hear the incoming speech. (See hands free, page 19.) For more help with interference, see Dealing with a whistling hearing aid on page

21 Cordless phones Cordless phones have a base unit that plugs into an ordinary phone socket and a power supply. Extra handsets need just a power supply. Depending on the model, a cordless handset can be used up to 300 metres away from the base outside and 50 metres inside a building. There are two types of domestic cordless phone. Digital Enhanced Cordless Transmission (DECT) Virtually all new cordless phones are DECT. Most feature a small screen that displays information such as call and directory lists. They usually have speech volume adjustment. Many handsets also have amplification but it might not be very powerful. You might prefer a cordless phone with the hands free speaker in the handset rather than the base unit so you can hold the handset close to your ear or hearing aid. Many DECT phones also come with an in-the-ear earpiece and headset socket which you can use with other headsets, plug-in inductive loops or ear-hooks. If your cordless phone causes interference on your hearing aid, see page

22 Analogue cordless You can t buy new analogue cordless phones anymore but a lot of people still have them and they re simple to use. They usually have a visible handset aerial and generally don t have a display screen. They re often fitted with inductive couplers and offer limited speech volume adjustment. Batteries DECT and analogue cordless phones need a power supply in order to work and to recharge the batteries. The batteries will last longer if you occasionally let them run down completely. You ll probably need to replace the batteries every 18 months to two years. Remember that cordless phones won t work during power cuts so it s worth having a corded or mobile phone for emergencies. 22

23 Mobile phones All mobile phones are digital and you should be able to use them with your digital hearing aid if you hold your phone to your hearing aid s microphone. If you use an analogue hearing aid, you might get buzzing interference whether you hold the earpiece up to the microphone or use the T setting. Many mobile phones now come with a loudspeaker or hands free feature which lets you turn up the volume of the other person s voice. This could be enough for you to be able to hold the mobile phone far enough away from your hearing aid to avoid interference. You might also be able to buy an inductive neck loop for your mobile phone. These fit either around your neck or hooked between your aid and your ear. They plug into the phone and come with a microphone that you can keep away from your hearing aid to avoid interference. Mobile phone s headset socket connected to hearing aid Bluetooth inductive loops can be a bit pricey but they work with any Bluetooth-enabled mobile, so you don t need to get a new loop or adapter if you change your mobile phone. More help with mobiles The Global Accessibility Reporting Initiative (GARI) is a project designed to help you find mobiles with special features that might help. Although a USA site, it includes some phones that are available in the UK. Go to mobileaccessibility.info 23

24 Dealing with a whistling hearing aid If your hearing aid whistles, it s usually caused by feedback, when the microphone picks up the sounds going into your ear and amplifies them again. Using a behind the ear (BTE) aid Now that all new hearing aids are digital, whistling hearing aids are much less of a problem. But if you find that putting the phone earpiece up to the top of your ear causes a whistling sound, it s likely that the mould or tip/dome isn t in the ear properly, or it needs to be changed. A visit to your audiologist will probably fix things. You could also get whistling if your hearing aid volume is too high (which also distorts the speech). The natural reaction here is to hold the phone away from the ear, which can be tiring. Here s a way to make things more comfortable if your hearing aid whistles when you put the centre of the phone earpiece over the microphone: slide the handset forwards against the side of your head towards your eyebrow for two or three centimetres (following the line of the arm of your glasses if you wear them) twist the handset so that the earpiece is turned from your temple towards your ear so the sound is being projected back towards the microphone move the earpiece nearer to the microphone until just before the whistling starts in order to get the loudest sound 24

25 Or you could try using a phone with an amplifier so you can turn down the hearing aid s volume and turn up the phone s incoming speech volume. Try not to have it too loud though or you ll hear the whistling you re trying to avoid. Using an in the ear (ITE) aid With in the ear hearing aids, the shape of the ear canal itself is an integral part of the hearing process so if you cover your ear with your hand or phone earpiece your aid might whistle. If this happens: rest one edge of the phone earpiece against your ear on either side of the ear canal so that the sound from the earpiece flows across it pivot the handset to open or close the earpiece over your ear canal until it s comfortable. This will work with any phone, including those with built-in speech amplifiers As we ve already said, all BT payphones and most analogue cordless phones have inductive couplers fitted as standard. All BT corded phones that feature speech amplification also have inductive couplers. The amplifier can also be used to boost the speech volume when using your hearing aid set to T. 25

26 Problems hearing the phone ring If you have trouble hearing your phone ring, you might find it helpful to get a new phone with a choice of ring tones and volumes. Ask your audiologist if you hear high or low pitch sounds better, and choose a phone with a ringtone that s easier for you to hear. Or you might find that a phone with a visual call indicator might help. But if you still miss calls, you might find an extra alert is useful. If you re a BT home customer and are hard of hearing, we ll supply a Tonecaller and socket doubler, free of charge, that you can fit next to the phone. To order, call A word of warning: don t plug too many things into your phone sockets. Every device that rings on your phone line has a Ringer Equivalence Number (REN) which is used to work out how many items can be connected to a phone line. If you go over four REN per line, the equipment might not ring. A way round this is to buy a cordless phone that comes with up to five handsets but still has a REN of a single unit. 26

27 If you also struggle to hear your door bell and possibly your smoke alarm, or you don t hear your phone ringing when you re watching television, even if it s right next to you, you could contact your local council s Social Services department. They often have specialist social workers for deaf and hard of hearing people who can give you information on alternative devices such as a flashing light or a vibrating pager system. Hearing Link and Action on Hearing Loss also have help teams that can offer advice (see further contacts on page 36). Remember: if you ve got a broadband line, you need to use a broadband filter between the phone socket and phone or alerting device. 27

28 Getting more from your phone Texting or Short Message Service (SMS) Text messaging is a quick, cheap and easy way to stay in touch if you re hard of hearing. You can easily text from a mobile phone and, with BT Text and a suitable phone, you can do the same from your landline. To send texts on your BT line, you need an SMS compatible phone and BT Caller Display or BT Privacy. You can get Caller Display as part of BT Privacy. For charges, see bt.com/callingfeatures. Text messages sent to standard phones or to lines without Caller Display will be delivered as voice messages. For more information, go to bt.com/callingfeatures Emergency SMS If you ve a mobile phone and can t use the normal 999 service, you can contact the emergency services by sending a text message to 999. You need to register your mobile phone before you can use the service. For more information, go to emergencysms.org.uk 28

29 Relay services If you struggle to hear speech on the phone, a text relay service might help. Text Relay helps people with a hearing or speech impairment to have typed phone conversations, either person-to-person or via a relay assistant. Text Relay is available free. Find out more at textrelay.org BT s calling features If you re a BT customer, our calling features give you more control over your phone and calls, making it easier to stay in touch, make and take calls and pick up voic messages and more. Some calling features are included at no extra cost with our calling plans. Some you need to pay for. BT Privacy BT Privacy gives you more control over incoming calls by letting you see the number that s calling you before you answer so you can decide whether to pick up the phone or leave it to your answering service. BT Privacy registers you with the Telephone Preference Service (tpsonline.org.uk) and comes with the option of Caller Display. For charges, see bt.com/callingfeatures. 29

30 BT Answer 1571 A voic service that s always on so you don t miss a call when you re out, can t get to the phone or you re on another call. To set up BT Answer 1571, just call 1571 from your home phone and follow the prompts. For charges, see bt.com/callingfeatures. BT 1471 Dial 1471 to get the number of the last person who called you. Caller Display Lets you see the number that s calling you before you answer. So you can decide whether to pick up the phone or leave it to your answering service. For charges, go to bt.com/callingfeatures. Choose to Refuse Helps block some nuisance and unwanted calls, including withheld numbers. Choose to Refuse lets you block up to ten numbers, including the last number you answered. You can check your list of blocked numbers at any time and change or unblock them if you want to. For more information on unwanted calls, go to bt.com/unwantedcalls Anonymous Call Reject Blocks calls from withheld or anonymous UK numbers. If a caller in the UK withholds their number, they won t be able to get through to you. Calls from unavailable numbers, such as calls from abroad, can t be blocked. Call Sign Get an additional number with a different ring tone. You can then give this number only to close friends and family so you can distinguish between incoming calls. For more information, go to bt.com/callingfeatures 30

31 More tips We hope this guide helps you make the most of your phone. If you ve found it useful, you can now let your friends and family know that you can hear better on the phone and that there s no need for them to shout. But you could suggest that they speak more slowly. If you get a call from a stranger, do explain to them that you ve some hearing difficulties or that you use a hearing aid. And if you re not sure what someone has said, ask them to: repeat the sentence say the sentence in a different way spell important words say the alphabet and stop at the correct letter count from number one and stop at the correct number if you re having a problem with a number or date Also always repeat back the information you ve heard to make sure you ve got it right. Remember, people are ringing you for a reason and want to hear from you, so it s in their best interests to make it easier for you to hear them. To help people hear what you re saying on the phone, hold the mouthpiece below your bottom lip, in front of your chin. Modern mouthpieces are very sensitive and holding them too near to your mouth can distort what you re saying. 31

32 Get included online If you re hard of hearing, the internet can help, perhaps in ways that you don t automatically think of, including new communication possibilities. For example, you can make phone calls over the internet, stay in touch with text-based services like instant messenger and, if you use BSL, a webcam can help you sign to others over the internet. Making phone calls over the internet If you ve got broadband, you could set things up to make phone calls over the internet with Voice over Internet Protocol (VoIP). You can use your computer s microphone and speakers or you might prefer a special phone, plugged into your PC, modem or router. With some VoIP services, you can use a normal phone, corded or cordless, including those fitted with inductive couplers or amplifiers. Voice quality with VoIP might not always match that of a normal landline and it can vary depending on how busy the internet is. So you might find it more difficult to hear clearly when using a VoIP line. It s also worth remembering that VoIP phones won t work if you have a power cut and some call types are not guaranteed e.g. 999, 112, emergency calls. 32

33 Text and video calls over the internet There are lots of instant messenger programs to choose from. All of them let you use text and some of them have a video feature too ideal if you use BSL. You ll need a webcam (some laptops and computer monitors have one built-in). You ll find more information and help with the internet in the Getting online pages at bt.com/includingyou 33

34 This is the cost of your Call Minder charged in advance ( 3.15 a month) Bill date This is the cost of your International Freedom charged in advance at 5.20 a month Inclusive calls to 36 international destinations This is the cost of your Package at a month, charged in advance from 28 Jul 2012 to 27 Aug This gives you: Calling Plan Unlimited Anytime Plan Broadband BT Total Broadband Option 3 Add BT Vision to your package for great TV from BT- You made 38 call(s) - number of free call(s) 10 Bill reference Your account number You're making great savings by paying your line rental in advance for the year. BT s contact and service details When you contact us, 29 Aug 2012 M123 AB SD you ll usually need to Bill date Bill reference Your account number How we worked out your bill 29 Aug 2012 M123 Total AB quote your BT account SD Line rental and other basic charges Phone line Line Rental 28 Jul-27 Aug Call Minder 28 Jul-27 Aug number, which you ll find International FreedomW28 Jul-27 Aug Package on your BT bill. Broadband and Calls 28 Jul-27 Aug Total line rental and other basic charges = What you used rked out your bill Phone usage See page = TOTAL including VAT = other basic charges g g Minder charged in advance ( 3.15 a month) 28 Jul-27 Aug rnational Freedom charged in advance at 5.20 ational destinations Total Your online starting point for all of BT s services is bt.com To manage your own BT services, including seeing and downloading your bills, tracking your orders and getting the latest offers and help, go to My BT at bt.com/mybt You can also find out how to get help and contact us at bt.com/includingyou/help-support-contact.html If you prefer to contact us by phone, here s how: for BT sales and service 8 Jul-27 Aug kage at a month, charged in advance from 2. This gives you: for faults Anytime Plan roadband Option 3 age for great TV from BT- above numbers. er basic charges = Page 3 of 4 You're making great savings by paying your line rental in advance for the year for our BT Asian languages helpdesk where advisers can answer calls in Hindi, Gujarati, Urdu and Punjabi for our BT Welsh language helpdesk If you re using a textphone, remember to dial before the To contact us in BSL, go to bt.com/bsl 34 ber of free call(s)

35 Live chat If you find speaking difficult and have a question or need some help about BT s products and services, you can use Live chat, an instant-messenger style way to talk. Just go to the Help pages at bt.com/includingyou, click through to Live chat via Contact us now and type in your question. We re open from 8am to 9pm, Monday to Friday. Tweeting If you use Twitter, you can contact us and we ll tweet you back with help or suggestions. A lot of people find this a quick and easy way to contact us for help. Facebook We re also on Facebook at facebook.com/btuk 35

36 References and further contacts Action on Hearing Loss (the new name for RNID) actiononhearingloss.org.uk Tel British Deaf Association bda.org.uk Tel Deafness Research UK deafnessresearch.org.uk Tel Hearing Link hearinglink.org Tel National Association of Deafened People nadp.org.uk Tel SENSE sense.org.uk Tel The National Deaf Children s Society ndcs.org.uk Tel Organisations wanting to improve their communication with hearing impaired customers who prefer to make contact by text, can also find useful information at textrelay.org 36

37 Acknowledgements BT would like to thank Hearing Link for their help with this booklet. And many thanks to our models who appear in this booklet for giving up their time and lending us their hearing aids: Jeremy Blake, Brian Davies, Laura Hignett, Claire Johnson and Aaron Miller. 37

38 Offices worldwide British Telecommunications plc 2013 Registered Office: 81 Newgate Street, London EC1A 7AJ Registered in England No The services we ve described in this publication may not always be available and we may change them. And nothing we ve written here is contractual. When we supply services and equipment, our terms and conditions apply. BT is not responsible for content of third party websites. Written and designed by The Art & Design Partnership and Muse Publishing. PHME 69192