Accessibility information and registration
All our products are safe and easy to use. And we're here to help you make the most of them.
Registering accessibility requirements
Get in touch with our friendly accessibility team at the bottom of this article to find out how we can help you and/or anyone you live with, and to register your needs. We’re on hand from 7am to 11pm every day and, in an emergency, you can reach us out of hours on our main number.
Wondering how we store your info? Go to our Privacy and Cookies Notice.
Our accessibility services
As explained by Ofcom General Condition C5 (PDF 108KB), we provide specific services to our customers with accessibility needs, such as:
- Electronic, large print or braille bills for our visually impaired customers.
- Free Directory Information and Directory Enquiry Facilities.
- Access to a Relay Service for those who need to make or take calls in text format.
- Access to emergency services, Operator Assistance and a Directory Enquiry service using short code numbers.
- A priority fault repair service for registered accessibility customers, who have a genuine need for an urgent repair.
- The ability to work with an authorised, registered nominee or Power of Attorney, who can manage the customer’s account on their behalf.
And we keep learning by working with people and organisations who can help us improve our services:
- The Royal National Institute for the Blind are helping us develop our Sky TV box display, apps and websites.
- Action on Hearing Loss supported the launch of subtitles on demand, testing the service with people affected by hearing loss.
- Dementia Friends trained us to make sure we offer the best support to people affected by dementia.
Our accessibility service for Sky Talk is regulated by Ofcom, as described in General Condition 15 (PDF 155KB).
Correspondence and bills
If you’re visually impaired, you can get your contract(s), T&Cs, bills, emails and letters in braille, large print or other alternative formats. Read our alternative format correspondence guide for more info.
Emergency SMS (eSMS) for Sky Mobile
eSMS is a third-party service you can register for at any time, and an add-on to the current 999 and 18000 services in the UK. Go to our emergencySMS article for more info about what it does and how to set it up.
Next Generation Text Service (NGTS)
If you have a hearing and/or speech impairment, the NGTS uses a relay service to help you communicate over the phone. It's compatible with landlines, smartphones, tablets and computers.
Information on how to set it up and how much it costs are explained in our Next Generation Text Service article.
Free directory enquiries – 195 service
Having a sensory or physical disability, or a medical condition, can make it difficult or even impossible to use a phone directory. If that's the case, you can register for the 195 service so you can connect to lots of destinations with the help of an operator, free of charge. Read our 195 service guide for more info.
Need help choosing one? See our Sky Mobile accessibility support guide.
Third party assistance
You can nominate a third-party to help sort out things like your bills if you have accessibility needs or need to stay in hospital long-term. More in our third party assistance guide.
To share your thoughts, visit our How to make a complaint guide.
For a copy of our Code of Practice in braille, regular, large or easy-to-read print, or on audio CD, get in touch with our accessibility team using the buttons below.
Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.