Millions of landline customers urged to contact their provider NOW ahead of digital switchover
MILLIONS of landline customers have been encouraged to speak to their provider now ahead of a big switch off.
Two million vulnerable people rely on lifesaving telecare alarms to call for help in an emergency.
The alarms can alert call centres or carers if the user experiences an issue at home, such as a fall.
Many of these devices use analogue landlines and copper networks to operate.
But these analogue lines are being moved to digital as they have become increasingly unreliable and spare parts are no longer available.
BT plans to retire its analogue service by January 2027, which means other providers that use BT’s network must follow the same timescale.
Other companies including Virgin Media plan to follow a similar timescale.
The switchover will also affect thousands of households with landline telephones.
It comes as a major campaign to urge millions of telecare users to contact their provider launches today.
The campaign is funded by BT and Virgin Media and is backed by the Government.
Once the customer contacts their provider an engineer will visit them to carry out the switchover and personally test the telecare alarm to ensure it still works.
Customers will also be given a free battery back-up device so their landline will continue to work in an outage.
Local authorities, telecare companies and landline providers have been working together to identify and contact vulnerable customers.
More than two thirds of landlines have already migrated, so the campaign aims to contact the last customers who have not yet switched.
Telecoms minister Sir Chris Bryant said: “We cannot afford to leave anyone behind during the vital transition to digital landlines.
“This industry-led campaign marks a further step towards keeping people safe as we boost the resilience of our networks for the digital age.”
I feel reassured after engineer visit
Ann, 90, became reliant on her telecare device after a fall last year.
The mother, from Stockport in Greater Manchester, is backing the campaign after her provider successfully migrated her landline to digital last year.
Ann said she is feeling more “reassured and confident” after the engineer’s visit.
She said: “The visit with the engineer was most enjoyable and very smooth, they handled everything for me.
“It’s also given my daughter Vickey peace of mind, knowing that if I need support, my pendant will work as it should.
“I’d encourage other people like me who rely on a personal alarm to get in touch with their landline provider for support.”
He added that he has personally set a strict checklist of safeguards for the industry to comply with before they migrate a telecare user.
What does the switchover mean for me?
Rocio Concha, Which? director of policy and advocacy, said that moving from the analogue landline system to a digital network will give users clearer and more reliable connections.
But the changes are understandably worrying for those who use a telecare device.
She said: “If you have a telecare system, your landline provider should reach out to offer support but if you haven’t heard or have any questions, you should contact them directly to get the help you need.”
She added that telecare and landline companies must ensure that no vulnerable customers are switched until they have a working telecare device.
You can find your landline provider’s number online or on any letters it has sent you.
If you are unable to call yourself then ask a loved one or carer to do so for you.
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