Telecare system and fibre upgrades

[morna]

Hi my Mum is a virgin customer. She is elderly and  has hearing difficulties and can't hear people on the phone, expecially if they have accents she's not used to.

She has been receiving calls which  could be scams but *I think* are about the plan to upgrade her phone line but she hangs up because she can't understand.

She has a telecare alarm service which we have been told by the telecare company is not compatible with fibre. They sent her a sticker to put on her current box saying "telephone engineer - do not disconnect this" ( or something along those lines.)

So my question is -  can I speak to someone on her behalf to arrange an engineer visit to assess? Unfortunately I do not live in the same city as her so I can't call from her home phone during working hours but I could call from my home phone.

Thanks!

[Tom_W1]

Hi @morna, thanks a lot for your post although I'm sorry to hear of your concerns and Mother's confusion about the conversion to the 21CV network.

For more information on the switchover, please see here.

As you'll see on the page, all UK households are getting moved over to the fibre network by the end of 2025 regardless of provider, so to be completely honest, most alarm manufacturers should have plans in place to get around this, as this is Government enforced initiative so I would advise trying to speak to them about a potential workaround. 

However, please expect a PM from me to arrive shortly as I'll help to book an engineer to convert the landline over for your Mother.

Please reply directly when you can!

Many thanks

[morna]

Thank you

[Tom_W1 · Accepted solution]

Hi @morna, you're very welcome.

This PM has been sent so reply privately and we'll take things from there 🙂

Many thanks