James Wild MP highlights importance of protecting vulnerable constituents as new digital phone network is rolled out
During Science, Innovation, and Technology questions in the House of Commons, James raised concerns about the new digital network and potential loss of service for vulnerable constituents in the event of a power cut.
Telecoms providers are upgrading existing landline phone lines to a digital network which uses an internet connection to deliver a more secure and efficient network. However, there have been examples involving people using personal alarms - known as telecare - which offer remote support to elderly, disabled, and vulnerable people have found their devices failed when they tried to activate them. 1.8 million people in the UK use telecare services.
James has been contacted by concerned constituents and has urged the Government to ensure that as phone lines are upgraded to a new digital network vulnerable people are protected in the event of power outages. Speaking in the House of Commons, he said:
“A concern about the new digital network for vulnerable people in North West Norfolk who rely on personal alarms in emergencies is loss of service in a power cut. Will my right hon. Friend ensure that those welcome new protections deliver robust back-up plans in such circumstances, and that they are clearly communicated to customers?”
In her response, Rt Hon Michelle Donelan MP, the Secretary of State for Science, Innovation and Technology, said:
“I absolutely agree that the power resilience of our digital infrastructure is key to keeping people connected. As part of signing up to a new voluntary charter, the main communication providers have promised to work towards providing more powerful back-up solutions that go beyond Ofcom’s minimum requirements. I have had multiple conversations with Ofcom on this matter. It is now consulting, with the aim of further strengthening the UK’s resilience on power cuts.”
James welcomes the new measures in a voluntary charter the Government has agreed with providers to protect vulnerable customers as the new network is rolled out. These include:
• no telecare users will be migrated to digital landline services without the provider, customer, or telecare company confirming they have a compatible and functioning telecare solution in place
• providers will be required to provide back-up solutions that go beyond Ofcom’s minimum of one hour of continued access to emergency services in the event of a power outage; and
• providers must check whether customers who have already been switched do not have telecare devices the provider was unaware of.
