Extra help when you need it

Who this is for

Anyone can need extra help, for a short time or for longer. You might have a disability or a long term health condition, be caring for someone, have had a bereavement, be going through money worries, or simply find some things hard to manage. You do not need to explain why, and you do not need a diagnosis.

How we can help

• Information in a format that suits you, such as large print, or explained over the phone.
• Speaking to someone you choose, such as a family member, friend or carer, with your permission.
• More time to read your agreement, make a decision or reply to us.
• Contact in the way you prefer, whether that is phone, email or letter.
• Help on installation day, such as a call before the engineer arrives, or arranging for someone you trust to be there.
• Planning for power cuts if someone relies on a landline or a telecare alarm. See power cuts and 999 calls.

Tell us what would make things easier and we will be honest about what we can do.

How to tell us

• Call us on 0191 543 3564.
• Email support@cyberfibre.uk.
• When you order online, tick the extra help box on the details step and we will contact you.
• If you are deaf, hard of hearing or speech impaired, you can call us through Relay UK by adding 18001 before our number, using the Relay UK app or a textphone.

Worried about paying?

If you are finding it hard to pay your bill, please talk to us as early as you can. We would much rather agree a way forward with you than have you worry about it.

If you receive Universal Credit or certain other benefits, you may be able to get a cheaper broadband package called a social tariff from some providers. Ofcom lists the social tariffs available on its website.

How we look after this information

With your agreement, we keep a note of the support you need so you do not have to explain it each time. We only use it to help you, we only share it when that is needed to support you (for example, telling the engineer to call ahead), and you can ask us to change or remove it at any time. Our privacy notice explains your rights.

Using this website

Our accessibility statement explains how we make this website work with keyboards, screen readers and zoom, and how to tell us if something does not work for you.