- Ofcom requires providers to meet accessibility obligations and support customers with disabilities.
- Priority fault repair can be available for disabled customers who depend on their connection.
- Providers must offer accessible products and communications, such as bills in accessible formats.
- Relay services support people who are deaf or have a speech impairment in making calls.
- Registering as a customer with additional needs enables the relevant protections to be applied.
Ofcom requires providers to support disabled customers, including priority fault repair, accessible products and communications, and relay services. Registering additional needs with the provider enables these protections.
Last reviewed: June 2026
Accessibility and broadband
Broadband and the communications services it supports are essential for everyone, and accessibility ensures that disabled users can access and use them on a fair basis. Disabled users may have a range of needs, from accessible communications and equipment to services that support particular requirements, and dependence on a reliable connection can be especially important. The regulatory framework places obligations on providers to meet accessibility requirements and support disabled customers, and a range of support is available. Understanding these rights and the support on offer helps disabled users, and those assisting them, get a connection and service that meets their needs.
Accessibility is not an optional extra but a requirement that providers must meet, reflecting the importance of communications for full participation in society. The protections aim to ensure disabled users are not disadvantaged in accessing or using their service.
Ofcom accessibility requirements
Ofcom requires providers to meet accessibility obligations and to support customers with disabilities. This includes obligations around accessible communications, support for customers with additional needs, and the provision of certain services that support accessibility. Providers must have policies and arrangements to identify and assist disabled and vulnerable customers, treat them fairly, and offer appropriate support. These requirements form part of the broader framework of consumer protection Ofcom oversees, and they place a clear duty on providers to make their services accessible rather than leaving it to chance.
| Obligation | What it means | For users who |
|---|---|---|
| Accessible communications | Information in accessible formats | Need alternative formats |
| Priority fault repair | Faster repair for dependent users | Rely on the connection |
| Relay services | Support for calls | Are deaf or have speech impairment |
| Support for additional needs | Tailored assistance | Register their needs |
Priority fault repair
Priority fault repair is an important protection that can be available for disabled customers who depend on their connection. Where a customer relies on their phone or broadband for safety, health or essential needs, a provider may prioritise restoring their service after a fault. This recognises that an outage can have more serious consequences for some users. Registering relevant needs with the provider allows it to apply priority repair where appropriate, so disabled users who depend on their connection should make their provider aware of this to benefit from the protection when it is needed.
Accessible products and communications
Providers must offer accessible products and communications to customers who need them. This can include providing bills and information in accessible formats, such as large print or other formats suited to particular needs, and offering support through accessible channels. It can also extend to accessible equipment and assistance with setup and use. For a disabled user, requesting the accessible formats and support they need from their provider ensures they can manage their service effectively. These accessibility provisions are part of the obligations on providers, so they are a right to be requested rather than a favour.
Relay services
Relay services support people who are deaf, hard of hearing, or have a speech impairment in making and receiving calls. These services act as an intermediary, enabling communication for those who cannot use a standard voice call in the usual way. Relay services are an important part of accessible communications, ensuring that people with hearing or speech impairments can use telephone services. Providers and the regulatory framework support the availability of relay services, and disabled users who need them can access them to communicate effectively. Understanding that relay services exist, and how to use them, is valuable for those who need this support.
Registering additional needs
A key practical step for disabled users is registering their additional needs with their provider. By making the provider aware of relevant needs, a customer enables the provider to apply the appropriate protections and support, such as priority fault repair, accessible communications and formats, and other assistance. Providers should make it straightforward to register such needs and should keep the information to provide ongoing support. For disabled users, taking this step ensures the protections they are entitled to are actually applied, rather than the provider being unaware of the need. It is one of the most effective things a disabled user can do to secure appropriate support.
Battery backup and digital voice
The move to digital voice over broadband has particular relevance for disabled users who rely on a landline, including for personal alarms or emergency communication. Because digital voice depends on mains-powered equipment, it can stop working in a power cut, unlike the old analogue line. For customers who depend on their landline, providers can offer a battery backup unit to keep the phone working during a power cut. Disabled users who rely on a landline for safety should ensure such backup is in place, and consider additional safeguards such as a charged mobile, so that the move to digital voice does not leave them without a means of communication in an outage.
Getting the support you need
For disabled users, accessing the available support starts with the provider, which must offer accessibility support and should be the first point of contact. Registering additional needs enables protections such as priority repair and accessible communications. Where a provider falls short of its accessibility obligations, the usual complaints and dispute resolution routes apply, and the obligations give the complaint a clear basis. Family members or carers can often assist, and with authorisation engage with the provider on the user's behalf. Making use of the support, and asserting the rights that exist, ensures disabled users get an accessible, reliable service.
Accessibility as a right
In summary, disabled users have meaningful rights and support in relation to broadband, with Ofcom requiring providers to meet accessibility obligations. These can include priority fault repair, accessible products and communications, relay services, and battery backup for digital voice. Registering additional needs with the provider is the key step to enabling these protections. Understanding that accessibility is a requirement on providers, not an optional extra, empowers disabled users and those assisting them to secure the accessible, reliable connection they are entitled to.
Frequently Asked Questions
What broadband accessibility rights do disabled people have?
Ofcom requires providers to meet accessibility obligations and support customers with disabilities, including accessible communications, support for additional needs, and certain services that support accessibility. Providers must identify and assist disabled and vulnerable customers and treat them fairly. These are requirements on providers, so they are rights to be asserted rather than favours.
Can I get priority fault repair if I am disabled?
Priority fault repair can be available for disabled customers who depend on their connection for safety, health or essential needs, where a provider may prioritise restoring service after a fault. Registering relevant needs with the provider allows it to apply priority repair where appropriate, so making the provider aware of a dependence on the connection is important.
What relay services are available for deaf broadband users?
Relay services support people who are deaf, hard of hearing, or have a speech impairment in making and receiving calls, acting as an intermediary to enable communication for those who cannot use a standard voice call in the usual way. They are an important part of accessible communications, and disabled users who need them can access them to communicate effectively.
Are ISPs required to provide accessible products?
Yes. Providers must offer accessible products and communications to customers who need them, such as bills and information in accessible formats like large print, support through accessible channels, and assistance with setup and use. These accessibility provisions are part of the obligations on providers, so they can be requested as a right.
How do I register as a vulnerable customer with my ISP?
Providers should make it straightforward to register additional needs, usually by contacting them and informing them of the relevant needs. By doing so, a customer enables the provider to apply appropriate protections such as priority fault repair, accessible communications and other support. Providers should keep the information to provide ongoing support, so registering is a key step.
How does digital voice affect disabled users who rely on a landline?
Digital voice over broadband depends on mains-powered equipment, so it can stop working in a power cut, unlike the old analogue line. For disabled users who rely on a landline, including for personal alarms, providers can offer a battery backup unit to keep the phone working in a power cut, and additional safeguards such as a charged mobile are sensible.
