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Go to BasketCustomers who need extra support
Support for vulnerable customers
All our teams are trained to support customers who have a vulnerability or an additional support requirement and if we’ve recorded that need, our advisors will know each time the customer makes contact. For example, a customer who has difficulty hearing and prefers all communication via email will not get a phone call from us.
- If you need your bill, contract information or any other Tesco Mobile communication (other than marketing material or SMS messages) in braille, large print or audio, please contact Customer Services on 0345 301 4455.
- If you have difficulties speaking or hearing, you can use the Relay UK text relay service app. This allows you to type what you want to say and an assistant will say the words for you. The assistant can also type the other person’s replies for you to read. Find out more about Relay UK
- Hearing loops are also available in all of our phone shops, find your nearest store.
- If you’d prefer to be contacted by email only or would like extra support, we’re here to help
- For information on how you can get in touch with us visit our contact us page.
If you have hearing difficulties or are speech impaired you can contact the emergency services by calling “999” if your phone says no service or the signal keeps dropping, you may still be able to make a call. It does this as your phone will search for any available phone network i.e another network provider to connect you. If this fails, you can send a SMS message to 999 BUT you will need to register your phone first. Text the word ‘register’ to 999, you’ll receive a reply which you need to read and reply to.
If you are outside of the UK, calls to the Emergency Services can be made by calling “112” or using the local number for the area you are visiting. 112 is a recognised emergency number that can be used in the European Union.
999 BSL is an Emergency Video Relay Service that enables deaf British Sign Language (BSL) users to contact the emergency services through a British Sign Language interpreter.
You can use the 999 BSL app (for iOS or Android) or website to make a call to 999. It will go to a British Sign Language interpreter first, who you will see on the screen. The BSL interpreter will then call the 999 operator and relay your conversation.
Don’t worry, we won’t charge you for calls to the Emergency Services via the 999 BSL service, and your mobile phone data won’t be used. If you run out of data you’ll still be able to make a call via the 999 BSL service.
This service is run by an external provider, Sign Language Interactions (SLI). For more information on how this service works, please contact SLI or go to the 999 BSL website
We offer 'Third-Party Bill Management’ to our customers, so that they are provided with additional support and flexibility in managing their bills. An account holder can allow a trusted person (a third party) such as a family member, close friend, or any other trusted representative, to access their account to make an overdue bill payment. However, this would be on an ad-hoc or temporary basis, and upon successful security verification. Different from a Power of Attorney with a registered nominee, the customer retains full control over their account, and there is no need for any official documents to be provided to Tesco Mobile. This service is designed to give our customers flexibility and support in managing their accounts, ensuring simplicity and security without the formalities of a Power of Attorney. If you require this service, please contact our Customer Care Team on 0345 301 4455.
If you have appointed or have become a power of attorney, please get in touch so we can update your account. We’ll ask you to send us a copy of the power of attorney document with a covering note.
If you have suffered a bereavement, we will do everything we can to guide you through our process. Please contact us and we will support you as best we can.
We’re committed to providing a website that’s accessible to the widest possible audience. Find out how we make our website accessible, including how to change how it looks and tips for people using screen readers.
We are committed to treating all of our customers fairly and are signed up to the Ofcom Fairness Commitments. This includes supporting our customers to help them get a fair deal, which is right for their needs, help them make well-informed decisions and supporting our customers when their circumstances make them vulnerable. For more information view our Vulnerable Customer Policy.
If you are a disabled customer then you can apply for free access to direct enquiries. To register for this service call 0800 587 0195 and request a form to register for the 195 service.
For anything else
Our help pages are where you’ll find useful information on debt, our complaints process and managing your account.