How to make calls using BT Relay UK
- You would need to know that you’re calling a Relay UK user. You will be able to identify if a person is a Relay user through the number listed on the task information under contact details section. The number will start with the prefix ‘18002’ followed by the telephone number. Or some users may have a unique number known as a text number and these start with either 07777 (mobile) or 03306 (landline) in this case you do not need to dial 18002.
- Check if you have access to the prefix number to call a person using Relay UK. The easiest way to check from your phone is to dial the prefix '18002' to check if you then get an automated message, if you do then your line will allow these calls. If you don't get anything you would need to contact your network provider to check if there are any restrictions/blocks allowing you to make the call.
- You are now ready to call a relay user. You must always withhold your number before making any call. You can do this by dialling 141 for Android or #31# (or withhold settings in your phone) followed by ‘18002’ then the clients’ full telephone number (including area code). OR, if you know the clients textnumber which starts with 07777 (mobile) or 03306 (landline) there is no need to dial the prefix (18002). You would dial 141 for Android or #31# (or withhold settings in your phone) followed by the textnumber.
- Once your client answers the incoming call, they will answer as a standard call first then they must open the Relay UK app and click ‘JOIN’ to allow the Relay UK assistant on the line to support your call. Please allow time for this to happen, sometimes you may hear an automated system message saying ‘call connected’ but then silent stay on the line a little longer to allow the connection to the Relay UK assistant to take place. When the Relay Assistant is connected, they'll act as a relay between you and the deaf or speech-impaired person.
- Start the conversation by introducing yourself and why you are calling. Talk directly to the deaf or speech impaired person. The Relay Assistant will type everything so please don't speak too quickly.
- Finish the call - When you've finished your conversation just hang up as normal.
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Page last reviewed: 27 March 2025
