Broadband ISP Virgin Media (VMO2) has today restarted their Digital Landline Switchover programme (i.e. migrating old analogue landline phones to IP-based services), which was paused at the end of 2023 as part of their commitment under a Government-led charter that is designed to limit risks for vulnerable users. But changes are afoot.
At present, most network operators are in the process of shifting from old analogue style phone services to digital ones, which is due to several reasons. For example, very few people today make use of their old home phones to make calls (mobile, VoIP and internet-based messaging have largely taken over) and much of the world is increasingly moving to fibre optic lines, which carry information using light signals rather than electrical ones over metal cables (copper or aluminium).
NOTE: Around 1.8 million people use vital telecare devices / alarms in the UK (e.g. elderly, disabled, and vulnerable people) – with many located in rural and isolated areas.
In addition, the old analogue services have generally become outdated, less reliable, and increasingly difficult to maintain, with spare parts often proving difficult to source or being discontinued altogether. The catch is that newer Internet Protocol (IP) based voice solutions require a broadband connection in order to work (i.e. you plug your old handset into the router or an ATA adapter, rather than a wall socket) and aren’t as reliable (e.g. power cuts can cause problems, especially when protracted).
On top of that, quite a few customers of landline-only phone services are still reliant on older telecare devices / alarms for medical support, especially in emergencies, and these often aren’t compatible with digital phone services.
Speaking of which, Ofcom are currently investigating Virgin Media’s migration of customers from analogue to digital landlines, which focuses upon whether they’ve been treating vulnerable consumers correctly and “ensuring uninterrupted access” to emergency services (here).
Suffice to say that Virgin Media, much like BT before it, has spent the past few months reviewing their approach to the Digital Landline Switchover programme while it was paused. The programme has now restarted, albeit only on a “voluntary basis … with no vulnerable or telecare customers moving across at this stage“. But there’s more..
Changes to VMO2’s Digital Landline Switchover
Ever since we first launched digital voice services in 2018, we put in place a range of measures designed to support customers with the transition.
This has helped millions of people successfully connect to the digital landline network, providing them with reliable services for the decades ahead.
Despite already offering industry leading solutions such as a free-of-charge Emergency Back-Up Line (EBUL) – with an eight-hour battery life that far exceeds the minimum Ofcom requirements – for those who need it, we committed to doing more.
So, after listening to concerns about the industry wide-programme, in December last year, telecoms companies came together to sign an industry-wide voluntary Government charter which saw us commit to better protecting vulnerable and telecare customers through the transition. Following this, we took the decision to pause all switchovers whilst we undertook a detailed end-to-end review of our processes and worked to further improve them.
That work is now complete, and building on the support we already have in place, we’ve now introduced a host of new measures which make it easier to identify and support those who need extra help. For example, we have improved the communications customers receive; our engineers will provide additional in-home support; and we have carried out extensive checks to better identify vulnerable or telecare users.
Following every switchover, we’ll check that customers are using their landline in a similar way to before, and proactively contact anyone we suspect may be having issues.
We are also working closely with the rest of the industry, alarm providers, local authorities and the TSA – the UK’s largest telecare body which we’ve now joined as a member – to identify how we can further collaborate to support our most vulnerable customers and raise wider awareness of what is happening.
However, Virgin Media correctly warns that ultimately “every customer will need to be switched over to ensure they can continue to receive a reliable landline service“, and further details on the steps they’ll be taking to help vulnerable and telecare users switchover successfully will be released in the near future.
At the same time the operator is also calling on local authorities and telecare providers to “step up” their game, particularly those that still haven’t engaged network operators on the issue. For example, they’re calling on the Government to create a Telecare Charter, which they say should set out a range of commitments, create uniformity and clarity and encourage these parties to work with the telecoms industry to help ensure nobody is left behind.
“Specifically, the charter should help to ensure relevant data is shared to help us identify more vulnerable customers and detect alarm numbers; that telecare operators check their devices are compatible with the new system; and that local authorities meet their duty of care obligations and proactively provide advice, support and information ahead of switchovers occurring,” added VMO2’s statement.
Now, if only network operators and telecare providers had taken this sort of approach five or so years ago, then the current situation might not be causing nearly as many issues.
