If there is a power cut  a digital phone will only work if it has a battery back-up. What happens to telecare services that many vulnerable people rely on? Despite assurances some have been left with no working care alarm system.

Landline telephones are moving over to digital. The public switched telephone network (PSTN) is old, and becoming harder and more expensive to maintain, so it needs to be replaced. This is already happening.

BT has taken the decision to retire its PSTN by December 2025 and this means other providers that use BT’s network must follow the same timescale. Other companies with their own networks such as Virgin Media plan to follow a similar timescale. – Ofcom

The Orkney News previously reported about the digital switch over and concerns which have been raised about its roll out : Concerns Raised Over the Ending of Analogue Phone Lines: Questions & Comments

In that article we raised the concerns about the problems vulnerable and elderly people might encounter especially if they rely on tele care. The BT spokesperson said:

“We set up the Digital Voice Advisory Group an assembly of charities and representative groups – including Age UK and Independent Age – who have been advising on the needs of customers most affected by the switch, including the elderly. We’ve consulted them on how best to create awareness among these customers, so they understand why they need to switch, what they need to do, and how to speak to us if they have any concerns.

“In April, we also announced a partnership with AbilityNet to help improve digital skills among older people. AbilityNet will be supporting us with the region-by-region rollout, ensuring customers understand why the changes are happening and how they can make the most of this new technology.” 

Despite these assurances people who have care alarms have sometimes been left with no connected device. Ofcom states:

“When you migrate to a VoIP service, your provider should tell you what you need to do if you have one of these devices. This will include informing your alarm provider so they can make the necessary changes or tell you if your alarm will work with your new VoIP service.”

On February 7th The BBC reported the following: Virgin Media probed over digital switchover rules .

Reports that vulnerable people had been left with no care alarm service Virgin Media, investigated by Ofcom, said that other agencies, including local authorities, have a responsibility to ensure that care alarms are functioning. Ofcom is investigating

• Rules around taking necessary measures to ensure uninterrupted access for customers to emergency organisations
• Rules on the fair treatment of vulnerable customers

If there is a power cut  a digital phone will only work if it has a battery back-up.

Gaps are occurring in the roll out of this service with one very elderly lady in Shetland suffering her telecare equipment loudly stating every 10 seconds that there was a fault with her phone line. All day and all night. This continued for 3 days, because her copper landline was partially disconnected, but had not been replaced by a working digital voice connection.

There are also cases of  people being without a phone for several weeks (because they weren’t aware or able to connect equipment themselves), or where there is both a copper connection and a digital voice connection (although you can only connect to one at a time, one working for outgoing, the other for incoming).   

Although communications is a power reserved for the UK Parliament, Members of the Scottish Parliament have also received concerns from their constituents about it. And of course, Local Authorities also have a responsibility to ensure that those receiving health and social care are being protected and will not be left without a care alarm service.

Orkney Constituency MSP Liam McArthur, LibDem said:

“There are serious concerns about the planned switchover to Digital Voice in Orkney, particularly for vulnerable residents. ‘Copper wire’ landlines are essential communication tools in the many ‘digital notspots’ around Orkney where broadband connections are slow, unreliable or non-existent.

“These concerns have been raised directly by constituents as well as during the most recent Orkney Digital Forum, which Alistair Carmichael and I hosted. We propose to return to the issue at the next Forum meeting, when we will hear from those directly involved in the programme.

“Meantime, as this is an issue reserved to Westminster, Alistair has been taking the lead in making representations to UK minsters, Ofcom and BT, highlighting the specific concerns of constituents and making the case for a change in approach.”

John Nicolson MP is the SNP spokesperson at Westminster for Culture, Media and Sport he said:

“Island and other more remote communities all across Scotland often need to rely on analogue phone systems in the event of storms and power cuts. While the installation of fibre optic connections is welcome, I am concerned that BT is removing the analogue system in its entirety without giving the assurances customers need about emergency access to communications after 2025.”

Telecommunications is a power reserved to the UK London Parliament, however, the Scottish Government has taken on Scotland’s Full Fibre Charter which contains a series of pledges to help extend full fibre broadband across Scotland.

The proposals would amend building regulations to require developers to ensure that:

• all new build homes are installed with the gigabit-ready physical infrastructure necessary for gigabit-capable connections
• a gigabit-capable connection is installed in a new build home subject to a £2,000 cost cap per dwelling
• or where a gigabit-capable connection is not being installed, the next fastest broadband connection is installed within the £2,000 cost cap

Ofcom has issued advice the following advice:

If you have any questions about the move to VoIP, contact your provider. You can also find more information online:

• Trade association techUK has explained what the digital phone switchover means for residential and business customers, and for suppliers of services or devices that use a phone line.
• Openreach has published factsheets for businesses who use phone lines to deliver services to help them understand how the move to VoIP services will affect them.

The decision to close the PSTN has been made by industry, not Ofcom or the UK Government. Our aim is to make sure customers don’t face undue disruption or harm from the changes. For example, we have rules to protect customers in power cuts, and to require phone companies to provide access to emergency calls at all times. We have published a detailed policy statement (PDF, 647.9 KB) setting out our approach to this.

Click on this link for information about Orkney Islands Council and NHS Orkney Telecare and Mobile Responder Service

Fiona Grahame