Has Bt Just Made A Terrible Mistake?

[renegadefm]

With the current storm my Mums house and surrounding areas have been left without power since 11.53am, and its still has no power at the time of writing this.

 

One of our neighbours, who is a vulnerable lady on her own lost the use of her only connection with family etc. 

Her landline has been cut off as it recently went digital and is connected to her broadband router. 

I only found this out as I went to see if shes ok, but shes in tears as shes in darkness and can't contact anyone. 

 

My point is when landlines were still analog they remained active despite a power outage. 

 

Surely BT should recognise this has a mistake? 

[perseverer]

Unless she had an old phone that works without needing an electrical connection, she would be cut off anyway, digital voice or not.

[Canary42]

Definitely a mistake, yes.

BT landlines very reliable IME.

[renegadefm]

perseverer, 

No her landline phone is actually quite modern, it one of those that you can walk around the house with, and charges at night. 

But without electricity its useless. 

To me this must be rendering millions of vunerable people without contact with their loved ones. 

Before the digital change the landline never failed. 

How on earth is this a possitive step forward, leaving vunerable elderly people without being able to reach out to their loved ones, ironically at a time they need them most. 

Surely something needs to be done about this. 

I think with future storms this might become more of a regular problem. 

[wolf63]

Does she not have a mobile phone?

 

[Ken4155]

One would think that her family ought to have pre-empted the storm bringing some sort of disruption, and saw to it that this vulnerable lady would have a torch or two, spare batteries, candles, a flask, etc, etc, etc. And maybe even a very cheap mobile with a few quid's worth of juice.

[Buenchico]

The switch to digital technology is a worldwide one, so BT is only adopting international standards.

From Ofcom:
"Making phone calls in a power cut:

Unlike some traditional corded analogue phones, a digital phone will only work in a power cut if it has a battery back-up.

If you are dependent on your landline phone – for example, if you don’t have a mobile phone or don’t have mobile signal at your home – your provider must offer you a solution to make sure you can contact the emergency services when a power cut occurs. For example, a mobile phone (if you have signal), or a battery back-up unit for your landline phone.

This solution should be provided free of charge to people who are dependent on their landline. If you are not eligible for a free resilience solution, you may be able to purchase one from your provider or another retailer – talk to your provider about options."

Source:
https://www.ofcom.org.uk/phones-and-broadband/landline-phones/future-of-landline-calls/

[renegadefm]

Buenchico, 

I'm afraid that is misleading, because she has an old style phone in her bedroom, its been there for over 30 years, and its now dead in a power outage since the recent change over. 

 

 

[renegadefm]

I do wonder how can you ring 999 in an emergency without electricity? 

[renegadefm]

Ken4155, 

Shes 88 years old and not mobile phone savvy 

[renegadefm]

wolf63, 

No because shes only used to old style land line style phones. 

Just pick it up and talk. 

[renegadefm]

Buenchico, 

But its not the actual phone that needs a battery back up if its now connected to the broadband router. 

[Cloverjo]

I agree, renegade.
I have this worry with my dad, who is 85. He has a mobile phone but there's not a good signal around his house. 

[Buenchico]

^^^ It's not misleading at all.  It fully accepts that 'old style phones' won't work when the power drops out.  What it's saying is that BT is obliged (under the terms of their licence to operate from Ofcom) to provide a back-up system to any of their customers who can't simply switch to using their own mobile phone.  That could be achieved by either providing a mobile phone to a relevant customer or, more usually, by providing them with a battery-based back-up system to power their router when there's no mains power.

However it's up to individual customers to contact BT about their needs, as BT has no way of knowing which customers don't have access to mobile phones.

[Maydup]

It's clear that there is a solution if someone can deal with it for her; but it's unlikely this 88 year old understsnds the situation, let alone able to order and install a battery back up. 
The transition has not been well managed as far as older or vulnerable customers are concerned. 
 

 

[vulcan42]

It may be a mistake but it is recognised by BT.

My system was changed last Tuesday, both the engineer and the information letters both referred to the problem and offered the suggestion of "buying a cheap phone for back up".

[Cloverjo]

Yes, but there's still the problem of the mobile signal

[vulcan42]

By the way, make certain that the old router is returned, they provide an envelope but if it isn't returned for recycling they charge you for it. This is another thing they haven't thought through, why couldn't the engineer  just take it with him?

[Canary42]

Here we go again, public service privatised and service no longer matters, it's profits before people.

Ofcom, like all the Regulators, just a money-making quango as useful as a chocolate fireguard.

[Smowball]

Does she have power now??

[renegadefm]

Smowball, 

No shes been without power since before midday today and still doesn't have power. 

The problem is with a power outage, its ironically the very time you need the landline to work. 

How crazy is that?