Safety Hub

BT Relay Service

If you can’t make voice calls, there’s an emergency BT Relay Service you can use. You have to register via text or download the app before you can use it, so it's best to do that before you need it.
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What if you can’t make voice calls?

If you can’t make voice calls, there’s a service called BT Relay. You either download their app, or use SMS text - but you must register first, so don't wait until there's an emergency. The service works on all mobiles in the UK, but not abroad.

Here’s how to register for BT Relay and find out more.

Please only use this for real emergencies.

For SMS text

Once registered, if there's an emergency, text clearly with:

  • which service you need (police, fire, ambulance or coastguard)
  • briefly WHAT the emergency is
  • WHERE it is.

Don’t assume that your message has been received until you get one back.

Using the BT Relay App

The first time you open the app, you’ll need to link your phone number so that the app can connect to the calls you make and receive. Then follow these basic steps:

  1. On the Relay UK app, simply tap the 999 button and then confirm to make an emergency call - or if you're using NGT Lite, call 18000 on your phone's dialler.
  2. Click 'Join' in the app window.
  3. You’ll connect to 999 and a Relay Assistant.
  4. Tell them which service you need then follow their responses in the app’s conversation window.
  5. The 999 operator will then connect you to the right emergency service.

You can also contact 999 using Typetalk 18000

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