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Removal of landlines

25601309 — Thu, 25 Apr 2024 17:48:31 GMT

What provisions have been made for vulnerable customers who do not have internet when the landlines are removed? Is there a register for these customers?
My mother is 84, registered blind, deaf and has advanced dementia. She has managed to remain in her home with support but relies heavily on her telephone.

Re: Removal of landlines

jac_95 — Thu, 25 Apr 2024 18:06:45 GMT

Hi @25601309

If you let customer services know about the situation then a note and flag can be set on the account to ensure extra processes and checks are followed and to ensure the right solutions can be provided.

0330 1234 150

Solutions may include setting up some form of low bandwidth broadband for the phone service to continue working or use of a transitional product that is currently being piloted called SOTAP for analogue (https://www.ispreview.co.uk/index.php/2024/03/openreach-to-pilot-alternative-uk-analogue-phone-line-in-may-2024.html)

As for allowing calls in a powercut then again there's several solutions available and letting BT know about the situation will help them to discuss and select the best option. This may include some form of battery backup unit to a hybrid phone that can fallback to the mobile network otherwise if moved to SOTAP for analogue then these will be powered similar to traditional lines.

Re: Removal of landlines

25601309 — Fri, 26 Apr 2024 05:51:58 GMT

Thank you so much for your reply, so grateful for you taking the time to share that info