BT, Vodafone, Sky warn they're set to visit older customers' homes

BT has warned it'll visit the houses of people who are set to lose a vital service. BT and other telecoms companies have been told to test emergency alarms for the elderly after the digital landline switchover sparked safety fears.

Companies will be required to offer an engineer visit to elderly and disabled people who rely on personal alarms and ensure they are still working after traditional landlines have been switched off. Almost two million people rely on life-saving alarms, known as “telecare” devices, to call for urgent medical help.

The shift from copper to digital landlines has put the safety of some customers at risk. Chris Bryant, telecoms minister, also urged major companies including BT, VMO2, Vodafone and Sky to extend the power of battery back-ups beyond the existing one-hour minimum to help improve resilience in the event of a power outage.

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Mr Bryant said: “Old-fashioned copper wire technology is coming to an end. If we want to stay in touch with the rest of the world we need a complete overhaul of our digital infrastructure. While this migration is necessary, it is vital the industry gets it right, and makes sure the most vulnerable are protected.

“This has kept me up at night and a priority that I have put at the forefront of my work since stepping into office. I am pleased telecoms companies, central government, and local authorities are working in lockstep to achieve customer safety.”

Clive Selley, chief executive of BT’s Openreach, said: “Proving a telecare alarm works after an upgrade, before the engineer leaves, is something we suggested should be standard practice across the industry. We’ve been testing this at Openreach and we’re encouraged to see it introduced in the latest guidance from Government.”

A spokesman added: “Collaboration between care providers, local authorities and the industry is key to success so we’d urge government to create a ‘Telecare Charter’ which requires the telecare sector and local authorities to work with us and ensure nobody is left behind.”