How to contact a BT Relay UK user 

This step-by-step guidance will take you through how to contact a Relay UK user. 

Remember - It's just like a normal conversation except you pause while the Relay Assistant types what you've said, and the other person types their reply.

Please be patient - it may take a little longer than a regular call. If there are too interruptions in the conversation or if it difficult to understand, the Relay Assistant will step in and help both parties manage the call better. 

Page last reviewed: 27 March 2025

1. 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.  
2. 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. 
3. 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^[1] for Android or #31#^[2]  (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^[1] for Android or #31#^[2]  (or withhold settings in your phone) followed by the textnumber. 
4. 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. 
5. 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. 
6. Finish the call - When you've finished your conversation just hang up as normal. 

Page last reviewed: 27 March 2025

• Calls may take a little longer than normal and to be patient. 

• Even though there’s a third party on the line, the call is kept confidential.
• Treat the call like you would any other and speak directly to the caller. The conversation isn’t with the Relay Assistant, they just relay back what you say.

• Speak a little slower than usual and clearly.

• Give the Relay Assistant time to type what you say to the client.

• Wait for the client to type their responses to the Relay Assistant, who’ll then read these back to you. Some clients may speak directly so please listen to their responses and not interrupt. 
• British Sign Language is a language with its own grammar and syntax, which is different to that used by the English language. So deaf people whose first language is BSL can sometimes seem very direct in conversation and tend to get straight to the point. 

If you require further advice or information, please ring our Support Team on 0808 196 3382^[6] (9am to 6pm, 7 days a week). 

Page last reviewed: 27 March 2025