Phone service information

This page is for customers using AEM Systems’ phone service.

999 and power cuts

Our phones work over your internet connection. In a power cut, or if your internet goes down, you may not be able to call 999 from them unless you have a battery backup. Keep a charged mobile phone to hand. If anyone relies on the phone to call for help, tell us and we’ll talk through the options, such as a battery backup unit.

Text relay (Relay UK)

Relay UK lets people who are deaf, hard of hearing or speech-impaired make and receive calls using text. On our phone service you can’t dial the short codes 18001, 18002 or 18000 directly. Instead:

• To call someone through Relay UK, dial 0870 240 9598 from your phone, then straight away open the Relay UK app to connect and type your conversation.
• To call a Relay UK user, dial 0870 240 5152, then switch to the Relay UK app.
• In an emergency, dial 999 as normal. If you need text relay to reach the emergency services, use the Relay UK app (relayuk.bt.com), which has its own emergency route (18000).

We don’t charge for calls to these two 0870 numbers.

Other formats

Your contract, bills and our complaints code are available in other formats, such as large print, on request.

Complaints

Read our complaints code. To make a complaint, call us on 01924 263370 or email [email protected].