Terms and Conditions > Vulnerable Customer Policy

Vulnerable Customer Policy

If you need help managing your Wessex Internet service, our team is here to support you.

Contact our Customer Support team on:

Our commitment to you

At Wessex Internet, we believe everyone deserves reliable connectivity, fair treatment and access to support when they need it.

This policy outlines how we support those customers who are vulnerable and need additional help to enjoy the benefits of their Wessex Internet connection.

We recognise that everyone’s circumstances are different and can change over time. A vulnerability could be temporary, intermittent or long-term and may not always be visible.

If you are vulnerable, please don’t hesitate to contact our Customer Support team on 0333 240 7997 or info@wessexinternet.com.

How we define vulnerable customers

A vulnerable customer is defined as someone who, due to their personal circumstances, might need additional support to use and manage their broadband service effectively. We recognise that someone can be vulnerable for several reasons these may include, but not be limited to:

  • Age
  • Physical or learning disability
  • Physical or mental illness
  • Low literacy skills
  • Communication difficulties
  • Isolation
  • Changes in circumstances, such as bereavement or financial difficulties

If you are a vulnerable customer, or if your circumstances change and you become vulnerable, please don’t hesitate to let our Customer Support team know. They are trained to support and respond to you appropriately.

Support we offer to vulnerable customers

We offer a range of services, which can be discussed during sign-up or at any time during your contract. These include:

Alternative formats - Bills, contracts, and policies can be provided in large print, audio, or Braille on request.

We aim to communicate in a clear and accessible way and will make reasonable adjustments wherever possible to meet any communication requirements you may have.

Priority fault repair - If our records show you are vulnerable, you will receive priority fault repair wherever practicable.

Battery backup for your hub - In certain circumstances, we can provide a free battery backup unit to power your hub for up to one hour during a power cut, allowing you to contact emergency services if needed. You may qualify if you are a Vulnerable Customer, take a Wessex Telephone VoIP service, and have no mobile signal in your property or rely on your landline to contact emergency services.

Please talk to our Sales team to arrange provision of the battery backup alongside your fibre installation. If you’ve already been connected, please contact our Customer Support team.

If you use any medical, telecare or monitored equipment connected to your current landline please contact your device provider for advice on moving to a full fibre connection.

Support for customers who are deaf, hard of hearing or have a speech impairment - You can contact us using the Relay UK app, which allows you to type messages with the help of a relay assistant. Visit Relay UK for more information.

British Sign Language (BSL) users can also contact emergency services through an appropriate device using the 999 BSL video relay service.

Directory of enquiries - Wessex Telephone customers can access a free directory of enquiries by calling 118 500. An online directory is also available.

Power of Attorney and third-party account support

You can nominate a trusted person such as a family member, friend or carer to speak to us on your behalf to help manage account queries, make payments and update account details.

We accept the following forms of authority to set up:

  • Power of Attorney or Deputyship Order (covering Property and Financial Affairs)
  • Benefits Appointee appointed by the Department for Work and Pensions (DWP)
  • A third-party account holder to help manage your account, please ask their permission before nominating them.

If you have the relevant documentation, please contact our Customer Support team to grant access to your account. Third-party account holders can deal with day-to-day matters in relation to the account, but they cannot close the account or transfer it into another name.

If you're struggling to pay your bill

We understand that financial circumstances can change. If you are struggling to pay your bills, or are in debt, please contact our Customer Support team as soon as possible.

Depending on your circumstances, there may be ways we are able to help you, with options such as access to our Social Tariff, or payment plans.

If you need to contact us

Our Customer Support team are on hand to discuss this policy and any additional support you may need:

Telephone: 0333 240 7997 Between 8am - 6:30pm Monday to Friday and 10am - 4pm Saturdays and Bank Holidays to speak to a member of our team. Calls will be charged at the same rates as calls to 01 or 02 UK landline numbers.

If you have a query outside of these hours there is an out-of-hours service available.

Email: info@wessexinternet.com

Post: Customer Support Department Wessex Internet The Old Laundry, Ranston Blandford, Dorset DT11 8PU.

Organisations that can help

You can also contact these organisations for additional help and advice:

How we support you

This policy will be reviewed on an annual basis to ensure it remains effective and continues to meet the needs of our vulnerable customers. Any information that you provide us is handled securely in line with our Privacy Policy.

Updated: May 2026