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Using the Text Relay Service

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If you're deaf, hard of hearing or speech-impaired, the Text Relay Service can help you get the most from your phone. It forms part of the UK network and allows you to connect to telephones or textphones using your own textphone.

Your calls will go through a relay assistant, who will translate it from text-to-voice and vice versa. All relayed calls are confidential and none of your personal information will be shared except in very specific circumstances.

Dial 18001 followed by the number you’d like to call (including the area code or international calling code). The call will be connected and you’ll both also be connected to a relay assistant, who can provide text-to-voice and voice-to-text translation for you.

 

To make an emergency call, dial 18000 and you will get priority. If there are no relay assistants available, another call will be interrupted to allow the assistant to help you.

 

Dial 18002 followed by the number you'd like to call. You'll be connected to the person you're calling and, to a relay assistant who can help with translation.

 

Text Relay is an automated service, so there’s nothing special you need to do when picking up. 

If you're answering using a textphone, you'll see a message on your display telling you that you’re being connected to a text relay assistant (if the caller is using a telephone) or that you’re connected ‘Text to Text’ (if the caller is using a textphone).

If you're answering on a telephone, you will first hear a recorded message saying "please hold for an operator-assisted call from a textphone user".

A text relay assistant will then be connected to the call. They will be happy to explain anything you're unsure about, so don't hesitate to ask.

 

Yes, some features available on telephones can also be used on the Text Relay Service. They include:

Text call return: to find the last number who called you, dial 180011471 on your textphone. The last number to call will be shown in your display. If you’d like to return the call, dial 3.

Number withhold: to withhold your number dial 141 before your 1800 code. This will work for both textphone and telephone users.

 

Text Relay calls can be made from any textphone or telephone, including mobiles, so you don’t need any special equipment. If you need a textphone or would like to find out how to turn your computer into a textphone, you can find out how on the Text Relay Service website.

 

TalkTalk gives you a 30% refund on direct-dialled Text Relay calls (calls to and from a Text Relay service user) if they're not included in your package.

This refund will either show on the same bill as the calls, or on the following bill as a credit. So you might pay the cost of the calls on your first bill, but you'll always get the credit as soon as possible. There's no need to let us know; we'll do this automatically. 

 

 

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TalkTalk Correspondence Dept
PO Box 675
Salford
M5 0NL

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Call us for free on: 0345 172 0088

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Calls are free from your TalkTalk phone, our customer services team are available 8am-8pm, Technical Support 24/7 every day. If you’re deaf, hard of hearing or speech-impaired, the Text Relay Service can be used to help you contact us, simply dial 18001 followed by 0345 1720088