No voice discrimination

rogerlindley

I have a developing medical condition in which I am unable to talk for hours or even days. As a result, I am having big problems with broadband suppliers and banks who constantly ask me to telephone to help resolve the issues. I have received replies to emails asking this all the time or saying someone will telephone me!
Any suggestions?

Roger

colsten

You are part of a minority of people but by no means alone. Tell them you can't operate a phone for health reasons.

xylophone

This must be very frustrating.

http://bt.custhelp.com/app/answers/detail/a_id/31669/~/i-can%E2%80%99t-use-a-voice-telephone-because-of-a-hearing-or-speech-impairment

eskbanker

All businesses in the UK must comply with the provisions of the Disability Discrimination Act 1995, which encompasses those with "a physical or mental impairment which has a substantial and long-term adverse effect on his ability to carry out normal day-to-day activities".

So, although you might not consider yourself 'disabled' as such (and it is undoubtedly an emotive term), you should still be able to benefit from the provisions put in place to satisfy this Act. Typically organisations will publish an accessibility policy that clarifies how their services can be accessed by those affected, including, for example, those with serious speech (or hearing) impairments who are similarly unable to engage in vocal dialogue.

Have any particular companies been unhelpful once you've made them aware of your situation?

rogerlindley

Virgin media has and is being a nightmare.
Thanks for info. Unfortunately, call centres all too often can only help by telephone.
Just been approved for a bank transfer to First Direct but cannot complete until I do a telephone security check!

rogerlindley

Thanks for the link. Will look into it.

rogerlindley

I have via email, SMS, letter etc but same reply "call this number and we can help solve your problem". I suspect they are automated as obviously they are not reading the original messages.
I appreciate that I'm not alone and hopefully it is only temporary. You don't appreciate how difficult it is until you can't speak.
Thanks for the feedback.

eskbanker

rogerlindley wrote: »

Virgin media has and is being a nightmare.
Thanks for info. Unfortunately, call centres all too often can only help by telephone.
Just been approved for a bank transfer to First Direct but cannot complete until I do a telephone security check!

Virgin Media's accessibility policy is at https://www.virginmedia.com/accessibility, linking to more detail at https://www.virginmedia.com/corporate/media-centre/public-policy-statements/accessibility-and-vulnerability-policy.html

This document includes details of their text relay service:

4.8 Text Relay Service

4.8.1 Our Text Relay service is available for customers that cannot speak on the phone, or prefer not to.

4.8.2 The conversation is typed in to a textphone's keypad, and then connected with the person being contacted. It doesn't matter whether the other person has a telephone or a textphone because a relay assistant will help connect the customer and the person being called.

4.8.3 You can also use Next Generation Text Relay. Next Generation Text Relay differs from Text Relay as it enables access to the telephone system through a range of connected devices such as Smartphones, Tablets and Computers. You can download an App onto your device and then use that to type or receive text on your telephone call. For more details on Next Generation Text Relay customers can visit a dedicated website http://ngts.org.uk/

4.8.4 Calls to UK local and national numbers made via the TextDirect service with the 18001 prefix get an 80% discount. Calls to UK mobiles made via the TextDirect service with the 18001 prefix get a 20% discount.

4.8.5 Text Relay is available 24 hours a day, 365 days a year.

First Direct's info is at https://www1.firstdirect.com/accessibility/ but seems to be mainly about accessing their website. They do cross-refer to their contact page at https://www1.firstdirect.com/contact-us/, which offers a Minicom text-based service, but also secure messaging from within online banking. Bear in mind that they're legally obliged (under DDA) to offer alternatives to phone contact so insist on a suitable provision and keep escalating until you reach someone who can help. They offer their Twitter handle as another channel of communication, so try that and/or shame them on there if necessary!

rogerlindley

This is the reply to an email to First Direct:
Thank you for your email dated 05-Mar-2019.

"To register for internet banking you will firstly need to set up your telephone security details.
Please call us when this is convenient by calling first direct on 03 456 100 100.
We look forward to hearing from you shortly."

They obviously did no read the email.

As for Virgin Media, I have already taken them to the Ombudsman and won one case against them . . .during which they did communicate by email. Now they are saying that their systems do not allow!

I appreciate that they are legally required to offer a service under DDA. I will talk to my MP who has been very helpful in the past.

DCFC79

Regarding VM try the Virgin Media forums, they are helpful on there.

eskbanker

rogerlindley wrote: »

As for Virgin Media, I have already taken them to the Ombudsman and won one case against them . . .during which they did communicate by email. Now they are saying that their systems do not allow!

Just to be clear, there is no obligation on any organisation to communicate via email, so you have no right to insist on this, even if they've used it before. (Standard public) email has many security weaknesses and it's been commented previously on here that many companies have moved on to other means of communication.

However, they do need to offer some alternative(s) to telephony even if that is their favoured channel....