Telephone providers in the UK have suspended the process of requiring customers who are potentially at risk to transition to digital landlines following several notable instances where telecare devices ceased functioning.
It is estimated that approximately two million individuals make use of this device, which can be utilized to summon aid in a crisis.
In certain cases, digital landlines may not work, e.g. in the event of a power outage.
Phone operators have agreed to a charter whereby customers cannot be transferred from an analogue to a digital line if it affects their telecare service.
The UK is currently in the midst of transitioning to digital landlines, which mainly involves the alteration of equipment at various exchanges, rather than at the residences of the people.
Telecoms companies and watchdog Ofcom have put out information on the transition to digital, yet this has sparked apprehension among those who depend on their analogue landline.
After learning of major events where telecare gadgets did not work properly, Technology Secretary Michelle Donelan convened with telecoms organizations, which included Sky, BT, Virgin Media O2 and TalkTalk.
The companies have come to an understanding on a new charter stipulating that they will not move customers to a digital network unless they are certain they can be kept secure.
Ms Donelan declared that phone operators had "accepted that it is the correct course of action to cease all non-consensual, programmed shifts to a digital landline when there is any chance that a customer's telecare service may not carry on operating".
The phone companies also pledged to:
Ms Donelan declared that the troubles that families have experienced recently are not acceptable and the arrangements will assist in defending shoppers in the future.
Phone providers stated that part of the difficulty is that they are not always aware of who possesses a telecare device, and elderly, susceptible customers may not be cognizant that the transition is taking place.
They request that local authorities and telecare companies collaborate to exchange information that they possess on who possesses a device. They have also requested that all telecare firms verify their devices to ensure they will function following the transition.
BT has put measures in place to safeguard telecare and other users who require a landline in the event of a power failure, like supplying battery backup systems and hybrid phones that can switch to a mobile network and are designed with an inbuilt battery.
The firm, however, was eager to emphasize that the "serious issues" had not affected its customers.
"As of the past week, we have been made aware of incidents concerning people employed by a different telephone service provider who had been changed over to a digital landline connection", Lucy Baker, an executive from BT Customer, penned in her blog entry.
In 2020, BT decided to delay transitioning to digital due to power outages from strong storms disabling the ability of certain elderly individuals to call emergency services at 999.
A spokesperson from Virgin Media expressed their enthusiasm with regards to conversations that would explore how local governments and telecare providers can collaborate with the industry to assist those who are in need of extra support or are vulnerable.
In accordance with our agreed obligations, we have suspended transfer operations as we assess our procedures to better assist customers, enhancing the variety of measures currently available.
TalkTalk employs a different approach, resulting in the need for very few of its customers to be transferred.
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