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alexwallis
Beginner
1,494 Views
Message 1 of 8

serious problems using home hub if you are visually impaired

Hi all, I am new to the bt home hub, and I have discovered some very serious problems with it, and was wondering if people on the forum know who the best person to contact at bt is regarding them.


First, to give a little bit of background, I am completely blind, as a result in order to use a computer I have a program on it called a screen reader, basically the program is able to read me any text that is on the screen with artificial speech, with it I can read and write e mails, brows the internet and do I would say probably 90 percent of the things anyone who can see can do with there computer.


Now hear is why this is important, I recently got the new bt home hub, and was shocked to discover that it is impossible for anyone with no sight to interact with the hub settings,

I have tried 5 or 6 different screen readers, and none of them are able to interact with any of the hub settings they just don't pick up any of the controls such as check boxes or radio buttons.

it is extremely frustrating as it means whenever I want to change the slightest thing on the hub for example forwarding a new port or allowing a new application through the firewall every time I have to ask for help from a sighted person, this of course severely limits my independence, and is not an issue I have experienced with previous hubs from bt as I was able to use the web interface with them, and if I needed it I could also telnet into the hub.


So I was wondering does anyone know if bt monitors this forum, and if not who the best person would be to take this issue to at bt, as I just can't believe that this issue was over looked in testing of the hub.

Obviously there is no point in me just calling up there call centre, so I thought I would ask on this forum if anyone knows who I should take this matter up with at bt.
Over all I do like the hub, and wouldn't want to have to change it especially as I don't know if I will experience the same issues with other modern hubs.

I would be very happy to work with bt if they are interested in improving accessibility for screen reader users.

Thanks for your help.
Alex.

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7 REPLIES 7
Guru
1,461 Views
Message 2 of 8

Re: serious problems using home hub if you are visually impaired

Hi Alex

 

Welcome to the BT help forum.

 

My name is Roger, and I post here regularly, in an effort to help people resolve their problems.

From your post I understand you are having problems accessing the hub settings, and find the hub difficult to use owing to your sight impairment.

I recommend you to contact a forum moderator, with your account details and they will call you to discuss the issues with you.

The email address is as follows:  BT Forum Moderation Team <forum.moderation.team@bt.com>

 

They will contact one of the help teams to see if anything can be resolved for you.

I've also flagged this message for moderator assistance.

 

Good Luck Alex.

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alexwallis
Beginner
1,452 Views
Message 3 of 8

Re: serious problems using home hub if you are visually impaired

Hi roger, thanks for your suggestion and for flagging of the topic.

I suspect the problem isn't going to be as simple as bt changing a few settings on there end, I suspect that they may have to rewrite the web interface to make it more friendly with screen readers, as if one screen reader doesn't work with a site, 9 times out of ten another one will, the fact that none of the most popular screen readers out there will work with it suggests to me that bt have probably coded there interface in some fancy way that screen readers just don't like.

As I stated in my post though, I would be glad to work with bt on resolving this issue as I am sure I can't be the only one with this problem, and it really needs resolving as a matter of urgency because unintentionally they have made it impossible for a hole group of people to use there products.
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Guru
1,450 Views
Message 4 of 8

Re: serious problems using home hub if you are visually impaired

Hi again Alex

 

See what the next couple of days brings, sometimes it can take that long for contact to be made, especially if the moderators are busy. They are all BT employees and thus have access to most things, and it may be that they can get some scripting or a small programme written by the specialist teams to help you to resolve the issue, and as you rightly point out, an issue for people in circumstances as your own.

Clearly I can't say what will be done, however I am confident that someone will contact you about the point.

 

Again good luck.

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Moderator-Retired
1,418 Views
Message 5 of 8

Re: serious problems using home hub if you are visually impaired

Hi Alex

 

Sorry you are having trouble with your screen reader. 

 

I have emailed off to a few different departments trying to get this sorted out for you.  I'll post up as soon as I hear something back.

 

Hope thats ok.

 

Cheers

 

Craig

 

BTCare Community Mod

If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.

We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.

If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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alexwallis
Beginner
1,410 Views
Message 6 of 8

Re: serious problems using home hub if you are visually impaired

Hi craig, thanks for doing that, its really odd as I can log into the hub with no trouble at all, its just when I get to any of the settings that it is possible to change that screen readers just won't work with them. Lets hope that BT respond quickly. I suspect though there won't be a nice quick fix as often mainstream companies have no clue about screen readers or visually impaired people, which is understandable I suppose.
Moderator-Retired
1,360 Views
Message 7 of 8

Re: serious problems using home hub if you are visually impaired

Hi alexwallis,

 

We have our tech guys working on this now and it would be great if I could chat to you to find out a bit more.  I'll send a PM.

 

Drop me a reply when you get a chance.

 

Cheers

 

Craig

BTCare Community Mod

If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.

We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.

If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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alexwallis
Beginner
1,353 Views
Message 8 of 8

Re: serious problems using home hub if you are visually impaired

Hi, I am happy to provide whatever assistance I can, though I don't know much about how screen readers actually work. But of course I am happy to help testing solutions, and give any details you think might be helpful.

Just a thought, but has bt considered asking freedom scientific the company that makes the particular screen reader I use which is called jaws, for help?
to try to establish why the hub doesn't appear to work well with it.


One problem, is that there are differences between a lot of the main screen readers out there, and so it is not necessarily guaranteed that a solution that makes jaws able to work with the hub would make window eyes for example work with it.

But my feeling is that because none of the readers are able to work with it, a solution that fixes it for one will probably fix it for them all, but this would probably need testing.

Anyway, let me know what information you need from me.

If it would be helpful, you can also contact me on msn or skype, pm me for details if that would be easier than talking through this forum system.
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