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Telecare Fibre Fail

ElJeyEmmEss
Tuning in

Awaiting deadlock letter as complaint closed regarding leaving customer without access to telecare in the event of a power cut since March switch over to fibre without any contact to customer.

I have confirmation from telecare provider that box should have been tested before the engineer left, they have no record of this. Where is your duty of care, are you aware of the disability discrimination act?

Was promised a manager call by 4pm today and no call has been received, no missed calls or voicemails. 

Please issue the deadlock so I can now go to the ombudsman. 

1 ACCEPTED SOLUTION

Accepted Solutions

Just an update after today’s engineer who was fantastic and the combined efforts of the careline provider.  
Virgin Media cannot support a fixed telecare pendant, in the event of a powercut or loss of service this will result in any box telecare device failing. 
BT can provide this in the event of power loss as they will provide a backup power box where VM provide a fixed line in the back of the modem, this is only useful if the person in need does not have any mobility issues. 
the case with my Mum will result in her either having to leave and join BT or changing her telecare device to one that contains its own SIM card. 

VM should make it abundantly clear they the cannot support telecare devices with their solution of another phone as if a vulnerable customer falls, or is otherwise incapacitated during a power or system outage their pendant will not work. 

See where this Helpful Answer was posted

4 REPLIES 4

Beth_G
Forum Team
Forum Team

Hi EljeyemmEss

Thank you for your post. Welcome to the forums.

I'm sorry to hear about the issues experience when your landline switchover occurred. We usually will always check a customer's services before leaving a property to ensure it's working correctly. If the fault cannot be fixed during the appointment, we will raise the issue to the relevant team and keep in touch about the next steps. I'm really sorry if this wasn't the case for you.

Looking from our end it looks like we have tried to get in touch but haven't been able to get through. If you've not received any calls, this may be due to what contact details we have on the account.

I've popped you over a private message so I can take your details and look into this further with you.

Thanks

Beth

Unfortunately as I am on hold again that information is not correct, I have the correct telephone number to call on yet you still insisted on calling my disabled mother who reiterated that you call me, you did not do that hence my third call on the day to VM. 

Client62
Legend

VM and OpenReach are both closing down all exchange based telephone lines, this is a well known fact.

We advise our residents to move to a GSM based telecare system if a service during power cuts is needed.

Just an update after today’s engineer who was fantastic and the combined efforts of the careline provider.  
Virgin Media cannot support a fixed telecare pendant, in the event of a powercut or loss of service this will result in any box telecare device failing. 
BT can provide this in the event of power loss as they will provide a backup power box where VM provide a fixed line in the back of the modem, this is only useful if the person in need does not have any mobility issues. 
the case with my Mum will result in her either having to leave and join BT or changing her telecare device to one that contains its own SIM card. 

VM should make it abundantly clear they the cannot support telecare devices with their solution of another phone as if a vulnerable customer falls, or is otherwise incapacitated during a power or system outage their pendant will not work.