Vulnerable Customers Policy

Last updated June 2022

Vulnerable Customer Policy-

Our Community Matters to us

Box Broadband aim to empower the community by providing faster, reliable, more affordable broadband to the residents and businesses in the areas they serve, with a focus on harder to reach areas. They endeavour that; whatever a person’s vulnerability, to deliver excellence in customer care and the services and support needed by all customers. 

 ‘Vulnerable’ has varying meanings but Box Broadband define this as - ’Someone who is disadvantaged due to personal circumstances including age, physical or mental illness, physical or learning disability, communication difficulties, changes in circumstances (e.g. financial, family, bereavement) or low literacy.’  

 Vulnerability can be temporary or long term; as a broadband, phone and TV service provider Box Broadband have a duty to protect their customers to help keep them connected. It is thought that up to half the population of the UK could be vulnerable at some stage of their lives and as a company they support when it is needed most. 

Please let Customer Service advisors know if you’re experiencing difficulties and they’ll make a note of it on your account, enabling them to consider your needs for future interactions.  Any information will be treated in confidence and in accordance with data protection legislation. 

Box Broadband will do their utmost to offer you the appropriate level of support, but it is not always easy for them to realise if you’re experiencing challenging circumstances, so please let them know. 

Customer Service colleagues will always try to provide specialised help where and when it’s needed, whether it’s over the phone or a call-out to your home. Our dedicated team at Box Broadband are on hand to help with your queries Monday to Friday 9am to 5pm, with a messaging service out of hours.  In addition to English we do have some representatives who also speak Spanish, Farsi, Arabic, Hindi, Malayalam, Bengali so if you would like a call back in one of these languages, email your request to [email protected] You can also contact us via Facebook, Twitter, LinkedIn and Instagram.  

We continually are looking at expanding our modes of communication and have recently introduced a text option to contact Technical Support. 

To summarise, ‘our community matters to us’, demonstrated recently by the purchase of laptops and smart TVs in a Community Centre; along with a complimentary broadband connection. The equipment provided aids the localised workshops in; e.g. internet safety, banking…

Additional information:

Should it be relevant please refer to the following link relating to British Sign Language (BSL) – launched 3.5.2022

If you are dependent on fixed broadband for access to emergency services, please contact us.