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Former Staff
Posts: 5,421
Registered: ‎18-04-2018

Access For All

[ Edited ]

Hi everyone, Access for All logo

 

Welcome to the Access For All board! In this space, you will be able to find out all about O2’s Accessibility options, get support and share experiences. All feedback and ideas are welcome, and if you're not sure where to start here are some topics you might want to check out:

 

Our Access For You service is designed to make it easier for you to access O2 services if you would normally struggle due to a disability or personal situation. If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once. There are a number of adjustments we can make to support you depending on your personal circumstances. For example, if you tell us that you struggle to hear people on the phone we can discuss alternative contact methods with you, make a note of your preference, and this information will then be used to make sure that any future contact is via your preferred method wherever possible.

 

Here are some of the services we can help support you with;

 

  • Account management: Bills in Braille, Large print or Audio free of charge.
  • SignVideo interpreting services: If you're a British Sign Language (BSL) user, you can get in touch with a customer service advisor at O2 by using the SignVideo service. SignVideo lets you sign to an interpreter via your webcam, and the interpreter speaks to our adviser. It's free and available Monday to Friday, 08:00 - 18:00, except bank holidays.
  • Next Generation Text Services: If you're deaf, hard of hearing or speech impaired, you can use the NGTS to make calls. A trained BT relay assistant will read out your message to the person you’re calling, then type out their reply for you to read. You can use NGTS through a textphone or the NGT Lite app
  • Directory enquires: If you're unable to read or hold a telephone directory due to illness or disability, you can apply for free directory assistance and information by calling BT Directory Assistance on 195. Once you've registered and got your PIN, you'll be able to register with us.
  • O2 Call Alert: O2 Call Alert is a simple, easy-to-use alternative to Voicemail 901. It provides missed call information for up to four callers, at no extra cost, by sending you a text message update. So, if you're on another call or your mobile's switched off, if you're out of coverage or you just don't answer in time, O2 Call Alert will tell you the caller's number and the last time they called

 

In order to protect your personal information you must give consent to be registered for the Access For You service. If you do not consent, you will not be able to register for Access For You and you will need to tell us about your requirements each time you contact us. Once registered for Access For You, either via Chat, Customer Service, our Social channels or a store, we will note on your account what you need us to do differently to help you have the same great O2 experience as everyone else. This means that our advisors will know how best to help you every time you get in touch with us.

 

What changes would you find helpful for us to make to our services to make them easier for you to access?

 

O2 does have an Accessibility and Vulnerable  Customers policy – take a look here for further info.

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Posts: 79,581
Topics: 708
Registered: ‎14-01-2013

Re: Access For All

@EmilieT 

This all sounds excellent. Anything which helps ALL customers no matter what disability is a real step forward.

I have one question though, relating to this paragraph,

 

"If you find it difficult to access any of our services due to a disability or personal situation you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us. This means you only have to tell us about your requirements once."

 

So when the customer phones, do they have to tell the advisor they are registered for the Access For You service, or will it flash up on the advisors screen?

Finally... will every advisor be trained to know what this is about?

 

My only concern is that customers will feel safe knowing they have registered, only to be stressed out if an advisor is unable to help due to lack of knowledge.

This would be a retrograde step for the customer we are trying to help.

*The Game Is On*

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Former Staff
Posts: 5,421
Registered: ‎18-04-2018

Re: Access For All

[ Edited ]

@Cleoriff wrote:

So when the customer phones, do they have to tell the advisor they are registered for the Access For You service, or will it flash up on the advisors screen?

Finally... will every advisor be trained to know what this is about?


Good question @Cleoriff Smiley Happy

When a customer registers, it automatically applies a flag to the account, and all advisors will be aware of it. We are making sure advisors are trained to support everyone, and have a specialised support team that can help too.

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Posts: 79,581
Topics: 708
Registered: ‎14-01-2013

Re: Access For All

That's good to hear @EmilieT  wink

*The Game Is On*

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Posts: 10,294
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Registered: ‎22-08-2016

Re: Access For All

Well I think this is excellent as long as all customer service advisors are clued up.

 

Speaking as someone who was very recently misinformed when speaking to business customer service. My disability is my legs and hands, I've no problem speaking on the phone but the misinformation stressed me out, and I don't suffer with nerves. It would have been even worse if I did.

Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb


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Former Staff
Posts: 5,421
Registered: ‎18-04-2018

Re: Access For All

@Glory1  As mentioned above we're making sure advisors are trained up but in case something goes wrong please flag it to us so we can pass on the feedback. smiling

 

I seem to have missed that recent experience you mentioned, apologies about that and sorry to hear about that misinformation. It's definitely something I can pass on as this isn't what we want you to get out of a call with Customer Service. If you remember the date and rough time of that call, please send me a Private Message with these details so I can share your comments with the relevant team!

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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Posts: 10,294
Topics: 83
Kudos: 1,116
Blog Posts: 2
Solutions: 123
Registered: ‎22-08-2016

Re: Access For All

PM sent @EmilieT and thanks.

Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb


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Former Staff
Posts: 5,421
Registered: ‎18-04-2018

Re: Access For All


@Glory1 wrote:

PM sent @EmilieT and thanks.


Received and replied to, thanks @Glory1 Handshake

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? Smiley Happy
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