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If you can't find the answer you're looking for below, you can <a href="#contactpage">contact us</a> with your questions or comments by email. Wherever possible, we'll try to give you a personal response, but due to the huge number of messages we receive we cannot guarantee a personal reply.</p> <p>We can only respond to questions concerning the My web my way site and related accessibility issues (<a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/what_is.shtml">What is accessibility?</a>). For all other enquiries, including accessing BBC programmes and services, see the appropriate FAQ below, or visit one of these BBC-wide resources: <a href="/web/20190723065005/http://www.bbc.co.uk/help/">BBC Help</a> | <a href="https://web.archive.org/web/20190723065005/http://faq.external.bbc.co.uk/" title="BBC Frequently asked questions">BBC FAQ</a> | <a href="/web/20190723065005/http://www.bbc.co.uk/feedback/">Contact the BBC</a>.</p> <p>If you would like to make a complaint, please visit the <a href="/web/20190723065005/http://www.bbc.co.uk/complaints/">BBC Complaints</a> website.</p> <p>Please scroll down through the questions or select a category:</p> <ul class="best_practice_container blq-clearfix"><li><a href="#access">Access services</a></li> <li><a href="#website">Website issues</a></li> <li><a href="#guides">How to guides</a></li> <li><a href="#iplayer">Online video</a></li> <li><a href="#reception">Reception problems</a></li> <li><a href="#other">Other questions & contact</a></li> </ul><br><br><div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="access"></a><h2>Access services</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>How do I find audio-described and signed programmes on BBC iPlayer?</h3> <p>You can find out more about what audio-described and signed content is available by looking at our pages covering access services on BBC Online: <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/audio_described.shtml">Audio described programmes</a> and <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/bsl_signed.shtml">Get BSL programmes online</a>.</p> </div> <div class="generic_container"> <h3>Where can I get a transcript of a BBC programme?</h3> <p>Transcripts are only available for a very few BBC programmes. You can find more information on our page about <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/transcripts.shtml">Programme transcripts and synopses</a>.</p> </div> <div class="generic_container"> <h3>How can I get subtitles when watching videos online?</h3> <p>For instructions, see our How to guide for <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/guides/subtitles/index.shtml">Turning on subtitles on BBC iPlayer</a>. For further information, see our page on <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/subtitles.shtml">BBC access services: Get subtitled programmes</a>.</p> </div> <div class="generic_container"> <h3>I'm blind - how can I find out what's on TV and radio?</h3> <p>All web pages on the BBC are compliant with accessibility standards to allow them to be read using a screen reader, including <a href="/web/20190723065005/http://www.bbc.co.uk/tv/">TV schedules</a> and <a href="/web/20190723065005/http://www.bbc.co.uk/radio/">Radio schedules</a>. In addition, you can contact the Radio 4 In Touch listing service at the Radio 4 Action Line on 0800 044 044. The textphone number 08000 15 33 50.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> <div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="website"></a><h2>Website issues</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>I'm having problems accessing the BBC website using assistive technologies. Can you help?</h3> <p>The BBC is committed to making its broadcast and online services as accessible as possible to people with visual, hearing, cognitive or motor impairments. If you are experiencing accessibility difficulties with any BBC online content; for example via a screenreader, magnifying software or a tab-only device, please <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">contact the Accessibility Team</a>.</p> </div> <div class="generic_container"> <h3>How does my computer remember which setup or browser I've chosen?</h3> <p>The My web my way site uses session cookies, which are stored temporarily on your computer. When you are first asked to choose which setup you want to view, your browser is told to remember that, so you don't need to keep choosing which setup you'd like to see every time you visit another How to guide page. As soon as you close your web browser, that information is discarded. For more about the use of cookies on the BBC website, see the <a href="/web/20190723065005/http://www.bbc.co.uk/privacy/bbc-cookies-policy.shtml">Privacy and Cookies</a> pages.</p> </div> <div class="generic_container"> <h3>How do I report a website technical fault?</h3> <p>If you've discovered a problem or error - for instance a spelling error, broken link or web access issue - on any of the pages on the My web my way website, please <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">contact the Accessibility Team</a>. For problems on any other part of the BBC website, please see the BBC Help page on <a href="/web/20190723065005/http://www.bbc.co.uk/help/about/technical_fault.shtml" title="BBC Help: Technical faults">Technical faults</a>.</p> </div> <div class="generic_container"> <h3>How can I make the BBC website more accessible for me?</h3> <p>You can change the text size and choose from one of three alternate colour themes on My web my way by clicking on the icons at the top right of this page. For greater control, MyDisplay allows you to change the way BBC Online looks, and store your theme on your computer or in your BBC iD. For more information, please see the <a href="/web/20190723065005/http://www.bbc.co.uk/mydisplay/">MyDisplay website</a>. For further information about this trial service, see the Ouch! blog post '<a href="/web/20190723065005/http://www.bbc.co.uk/blogs/ouch/2011/06/get_bbccouk_personalised_to_yo.html">Get bbc.co.uk personalised to your display preferences - an update on MyDisplay</a>'.</p> </div> <div class="generic_container"> <h3>How can I make my own website more accessible?</h3> <p>The British Standards Institution (BSI) has produced a detailed guide to making websites and other web-based applications more accessible: <a href="https://web.archive.org/web/20190723065005/http://shop.bsigroup.com/en/ProductDetail/?pid=000000000030180388">BS 8878 Web accessibility. Code of practice</a>. Also useful is W3C's <a href="https://web.archive.org/web/20190723065005/http://www.w3.org/WAI/">Web Accessibility Initiative (WAI)</a>, which develops guidelines and provides resources to make the web more accessible. You might also be interested in the BBC's own practices for <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/standards.shtml">Web Accessibility Standards and Guidelines</a>. Finally, for particular operating systems or to address specific disabilities, you may find some helpful resources in our list of <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/useful_links.shtml">Useful web links</a>.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> <div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="guides"></a><h2>How to guides</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>Who narrates the video How to guides?</h3> <p>Geoff Adams-Spink - the former BBC Age and Disability Correspondent. He provides an introduction to the series on the main <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/guides/">How to guides index page</a>. He also interviews the participants in our series of <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/case_studies/">Case studies</a> videos.</p> </div> <div class="generic_container"> <h3>Why aren't there How to guides for my web browser or computer setup?</h3> <p>We aim to provide guides to the most popular web browsers and operating systems (computer setups), however we are unable to cover everything, especially when computer programmes are being constantly updated. If you think we have missed out something, please <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">contact the Accessibility Team</a>.</p> </div> <div class="generic_container"> <h3>I tried to follow the instructions in a How to guide, but it didn't work. Can you help?</h3> <p>Unfortunately, we are unable to help with individual requests such as this. If you are on a network computer (at work, for instance), it could be because your computer settings cannot be changed due to local IT policies - contact your local IT support for further help.</p> <p>If that does not help, it may be that you are using a different version of the software (a home rather than office version, for example), or an older or more recent release. Although we will not be able to help you to resolve the problem, please <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">contact the Accessibility Team</a> so that we can investigate whether a newer version has been released and we need to update the How to guide.</p> </div> <div class="generic_container"> <h3>Why are there no subtitles on the How to guide videos?</h3> <p>There are a few reasons for this. The first is that because there is written information shown on the computer screen that needs to be followed, it may be difficult to read that at the same time as reading the subtitles. Another reason is that all of the information is contained in the written guide on the page, which effectively acts as a transcript. (It is not identical, as some of the text has been simplified for the video voiceover).</p> <p>Of course, subtitles are available on the other videos on the My web my way website. Once the video has started playing, the 'S' button will appear on the right-hand side of the bottom bar. Simply press the 'S' button to turn subtitles on and off.</p> </div> <div class="generic_container"> <h3>Why do you mention some assistive technology and software products but not others?</h3> <p>In overviews of various types of assistive technologies or software, we have mainly mentioned particular products for illustrative purposes. Generally, this reflects the main products that were available at the time the guide was written, but as the technology is constantly changing it may not include newer or updated products and may still include products that have been discontinued or renamed. Please <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">contact the Accessibility Team</a> if you feel the range of products we discuss for a particular assistive technology needs reviewing.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> <div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="iplayer"></a><h2>Online video</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>Can I make the videos bigger?</h3> <p>Yes, by clicking the 'Full screen' button (a small white square on top of a larger darker square) on the right-hand side of the bottom bar, once the video has started playing. To return to normal size, move the mouse so that the bottom bar becomes visible and click on the 'Full screen' button, or simply press the <strong>Esc</strong> key at any time.</p> </div> <div class="generic_container"> <h3>Why are the videos not playing properly for me?</h3> <p>The videos on the My web my way website use the BBC Embedded Media Player (EMP). For more information about how this works, and how to troubleshoot any problems, see the BBC News page about the player: <a href="/web/20190723065005/http://www.bbc.co.uk/news/1/hi/help/7277283.stm">Your guide to the BBC Embedded Media Player</a>.</p> <p>Note that due to the nature of screen recordings, to ensure a readable image the How to guide videos require more bandwidth than a standard video. We've tried to find the ideal balance between image quality and connection speed, however users with slower connections may be unable to play the videos.</p> </div> <div class="generic_container"> <h3>Where can I get Flash Player?</h3> <p>You can find a guide to installing Flash Player, which is necessary to play the videos on My web my way, from this Webwise guide: <a href="/web/20190723065005/http://www.bbc.co.uk/webwise/guides/plugin/flash">How do I install the Adobe Flash Player plug-in?</a>.</p> </div> <div class="generic_container"> <h3>How can I find out about making BBC iPlayer more accessible?</h3> <p>Please see the FAQs listed under <a href="#access">Access services</a>, above. You can find further information on the iPlayer help page on <a href="https://web.archive.org/web/20190723065005/http://iplayerhelp.external.bbc.co.uk/help/access_iplayer/" title="BBC iPlayer Frequent questions: Accessibility">Accessibility</a>.</p> </div> <div class="generic_container"> <h3>Why isn't BBC iPlayer working on my computer?</h3> <p>There's a wealth of information available on the BBC iPlayer help site. The best place to begin is on their <a href="https://web.archive.org/web/20190723065005/http://iplayerhelp.external.bbc.co.uk/help/" title="BBC iPlayer Frequent questions page">Frequent questions page</a>, although you may also find an answer to your question on the <a href="/web/20190723065005/http://www.bbc.co.uk/dna/mbiplayer/">iPlayer Message Board</a>.</p> </div> <div class="generic_container"> <h3>Why can't I watch BBC iPlayer from outside the UK?</h3> <p>For information about what content is available internationally, please visit the iPlayer help page for <a href="https://web.archive.org/web/20190723065005/http://iplayerhelp.external.bbc.co.uk/help/outside_the_uk/" title="BBC iPlayer: Outside the UK">Outside the UK</a>.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> <div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="reception"></a><h2>Reception problems</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>Why can't I receive a particular BBC channel?</h3> <p>If you are having problems receiving BBC programmes through your aerial, cable or satellite, the best place to find answers is on the <a href="/web/20190723065005/http://www.bbc.co.uk/reception/index.shtml">Help receiving TV and Radio</a> pages.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> <div class="inner_content_container"> <div class="inner_content_headline_container blq-clearfix"> <a name="other"></a><h2>Other questions & contact</h2> </div> <div class="inner_content"> <div class="generic_container"> <h3>Is there anywhere I can find out more about disability issues?</h3> <p>There certainly is. The <a href="/web/20190723065005/http://www.bbc.co.uk/blogs/ouch/">Ouch! blog</a> and the <a href="/web/20190723065005/http://www.bbc.co.uk/podcasts/series/ouch">Ouch! Disability Talk Show</a>, which is a fortnightly podcast, both cover topics relating to disability. You may also find some helpful resources in our list of <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/useful_links.shtml">Useful web links</a>.</p> </div> <div class="generic_container"> <h3>Can you help me find information about a news item, a TV programme, a radio presenter or getting BBC on my mobile?</h3> <p>Unfortunately, we are only able to respond to queries about the My web my way website and related accessibility issues. The <a href="/web/20190723065005/http://www.bbc.co.uk/help/">BBC Help</a> site has links to the relevant areas of the BBC website where you can find out more, as well as search for answers to the most frequently asked questions about the BBC and its services.</p> </div> <div class="generic_container"> <h3>How can I make a complaint?</h3> <p>If you want to make a complaint about any of the BBC's programmes or services, please visit the <a href="/web/20190723065005/http://www.bbc.co.uk/complaints/">BBC Complaints</a> website.</p> </div> <div class="generic_container"> <a name="contactpage"></a><h3>None of the above answers my question. How can I contact the Accessibility Team?</h3> <p>If you have a question relating to accessibility in general or the My web my way site in particular - and it has not been answered above - please visit our <a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/contact.shtml">Contact us</a> page for information about emailing the Accessibility Team.</p> </div> <div class="back_to_top"><a href="#page-top">Back to top</a></div> </div> </div> </div> </div> </div> <div id="side_content"> <div class="side_panel"> <div class="side_header"><h2>What is My web my way?</h2></div> <div class="side_content"> <p>This site provides accessibility help, enabling computer users to make the most of the internet whatever their ability or disability.</p> <div class="side_foot_note"> <ul><li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/about.shtml">Read more about My web my way</a></li> <li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/what_is.shtml">What is accessibility?</a></li> <li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/policy.shtml">BBC accessibility policy</a></li> <li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/best_practice/standards.shtml">BBC accessibility standards and guidelines</a></li> </ul></div> </div> </div> <div class="side_panel"> <div class="side_header"><h2>BBC Online access services</h2></div> <div class="side_content"> <ul><li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/audio_described.shtml">Audio described content on BBC iPlayer</a></li> <li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/bsl_signed.shtml">Signed programmes</a></li> <li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/subtitles.shtml">Subtitled programmes</a></li> </ul></div> </div> <div class="side_panel"> <div class="side_header"><h2>BBC accessibility news</h2></div> <div class="side_content"> <ul><li> <a href="/web/20190723065005/http://www.bbc.co.uk/blogs/bbcinternet/2013/01/news_connected_studio.html">News Connected Studio</a> </li> <li> <a href="/web/20190723065005/http://www.bbc.co.uk/blogs/bbcinternet/2012/02/accessibility_betsie_text.html">Supporting Accessibility: Betsie, Text Only, and the Semantic Web</a> </li> <li> <a href="/web/20190723065005/http://www.bbc.co.uk/blogs/bbcinternet/2012/01/bbc_homepage_localisation_acce.html">BBC Homepage: Localisation & Accessibility Updates</a> </li> </ul><div class="side_foot_note"> <ul><li><a href="/web/20190723065005/http://www.bbc.co.uk/accessibility/on_the_bbc/news_updates.shtml">Read more articles on the latest developments in accessibility from the BBC</a></li> </ul></div> </div> </div> <div class="side_panel"> <div class="side_header"><h2>BBC web links</h2></div> <div class="side_content"> <p>See our page of links to sections of BBC 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