Last updated 22nd January 2026
At Olilo, we believe everyone deserves equal access to our services- no matter their circumstances. We're big believers that broadband should be easy for everyone, no matter who you are, or what your needs are. For these reasons, we are committed to treating all our customers with fairness, dignity and respect. If you need help for any reason, we're here to provide support that works for you.
We also understand that personal circumstances can change quickly, so if you need us to adapt our services to meet your accessibility needs at any time, we'll do our best to make this happen.
You may need additional support if you experience:
When joining Olilo:
Already an Olilo customer? You can email (support@olilo.co.uk) or call us at any time, to let us know about any new or ongoing support needs. Olilo will work with you to provide the right help and support.
Olilo is committed to ensuring that all customers, particularly those who are disabled or vulnerable, can access our services and communications in a way that meets their needs.
In line with Ofcom's General Conditions (including Conditions C1–C3, C5, and C6) and the Equality Act 2010, we provide key documents and communications (contract information and contract summaries, bills and billing information, and Ts&Cs) in alternative formats including audio, large print and braille. Where a customer requests such a format due to a disability or vulnerability, we will take all reasonable steps to provide it.
Our website is screen-reader friendly, and easy to navigate. Bills and important documents are available in braille, large print, or audio format, upon request (via email or phone).
We can turn written text into audio, or provide information in formats you prefer. We support access to the British Sign Language (BSL) interpreter service via their website www.999BSL.co.uk. Emergency services can also be contacted via text relay services.
As part of our commitment to ensuring our website is accessible to all customers, we have designed it to be easily accessible and user-friendly. We recognise that some features- such as keyboard navigation, contrast settings, video captions, and other assistive technologies- are essential for many users.
While Olilo continues to actively work on enhancing our website accessibility, some features (like the ones listed above) are not yet in place. We want to assure customers that we take this seriously, and are prioritising these improvements.
In the meantime, if you need support using our digital services, or if you have any suggestions on how we can make our website easier to use, or you'd like more support, email (support@olilo.co.uk).
We simplify complex documents (like contracts or bills) into easy-to-understand formats. Just reach out and we'll tailor the communication to suit your needs.
At Olilo, we understand that mental health issues is something that can affect any of us, at any time. If your mental health makes it hard to manage your account or engage with us, let us know (via our customer care email address); we'll adapt our approach and offer additional support where needed.
You can nominate a trusted person- such as a friend, family member, or carer- to manage your account or communicate on your behalf. For full account management rights, see our Power of Attorney and Third-Party Management policy.
If you depend on your broadband due to a medical condition or disability, you may be eligible for priority fault repair services. Olilo is committed to ensuring swift resolution of service faults. While we do not have a formal priority fault repair scheme in place, it is a development we are actively working towards implementing soon. In the meantime, if any vulnerable customer experiences an urgent fault or service issue, we encourage them to contact our customer care team by email (support@olilo.co.uk). We will do everything reasonably possible to prioritise and address any concerns promptly.
Olilo understands that life can be unpredictable. If you're struggling to pay your bill, we'll work with you to find a manageable solution. Please don't hesitate to reach out to us (via our customer care email address).
If a disability makes it hard to look up numbers, use can use BT Directory Assistance on 195, free of charge.
After speaking with Olilo, we can send a written summary confirming agreed actions, or purchases for your reference.
Olilo are proud to follow Ofcom's guidance on supporting vulnerable customers; that means putting the needs of all our customers at the heart of everything we do.
If your broadband isn't working as well as it should, your tech needs fixing, you need extra support, or want to talk to someone about your needs, you can:
You can ask a family member, trusted friend or carer to speak to us about your account for you. They can even manage paying your bill for you and get any copies they need to. To set this up, email us at support@olilo.co.uk.
For more info on this, please see our Power of Attorney and Third Party Account Management Policy.
© 2025 Olilo UK & Ireland Ltd is a company registered in England and Wales (No 16352417). Our registered address is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. Our VAT number is 497589701. Olilo UK & Ireland Ltd is regulated by Ofcom.
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