BT and Virgin Media to protect vulnerable customers during landline switch

11 March 2024 , 12:36

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The switch to digital phone lines has led to concerns for vulnerable people (Image: PA Wire/PA Images)

Telecoms firms like Openreach and CityFibre have agreed to look after vulnerable customers who use personal alarms during a digital switchover.

These companies are making sure that anyone relying on telecare alarm systems, which automatically contact the emergency services at the touch of a button via a landline, isn't left without a service. Nearly two million people in the UK use these alarms.

The telecoms world is upgrading landline services to new digital technology like VoIP, Digital Voice or All-IP telephony. These telecare systems can work with digital landlines but if there's a power cut or the internet stops working, they can fail.

Traditional copper phone lines usually keep working even during power cuts. Back in December, telecoms companies including Virgin Media O2 and BT decided to halt moving customers to the new digital phone network.

This break followed several "serious incidents" where personal telecare alarms unexpectedly stopped working. Technology Secretary Michelle Donelan said: "The safety of vulnerable customers comes before anything else and that's why I called on the industry to listen to concerns and take action to make sure the right protections are in place."

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More telecoms companies have joined forces to prioritise vulnerable customers during the digital switchover, including those responsible for the telecoms infrastructure and those providing mobile and broadband services. This provides reassurance to those relying on these vital devices.

Digital Infrastructure Minister Julia Lopez said: "The recent incidents that left some people disconnected are unacceptable and must not happen again. I hope today's agreement provides some peace of mind to those affected and reassures the millions of vulnerable people in our country that their concerns have been heard far and wide across the whole industry."

Which? director of policy and advocacy Rocio Concha said: "We've heard of vulnerable people being left unable to contact emergency services due to issues with digital migration, so it is positive that the Government is getting assurances from operators as well as providers that they will protect customers during the switchover."

"The Government and Ofcom must be prepared to take tough action if firms fail to keep up their side of the bargain. The transition to digital landlines is necessary and offers advantages, but it is vital that no-one is left behind as the migration continues."

Lawrence Matheson