BT is warned phone shake-up puts vulnerable at risk...

As 29M lines face a switch to digital, BT is warned over phone shake-up



A digital revolution of BT's home phone network has been roundly criticised by pensioner groups who believe it leaves millions of vulnerable people at risk and isolated if the system goes into temporary meltdown.

They accuse the phone giant of not consulting over its rollout and alarming some customers by sending them emails in the middle of the night saying their landline is to be changed. On Friday, Jan Shortt, general secretary of the National Pensioners Convention, told The Mail on Sunday: 'What on earth was BT thinking when it decided to bring in such a huge change without properly consulting those who rely on traditional home phone lines the most?'

BT's digital changeover sees the traditional handset replaced by a new 'digital' phone (powered by electricity) that relies upon the internet for calls to be made.

If there is a power cut, this digital phone line will no longer work – and a potential lifeline for elderly people will be suddenly lost. Those needing to make an emergency '999' call or raise an alarm via a health pendant could be left stranded – and unable to call anyone to ask for life-saving support.

Shortt has had numerous pensioners contact her about the changeover, prompting her to question BT.

She says: 'I asked BT what might happen to the vulnerable living on their own if a power cut left them without access to their phone.

'BT said people should then use a mobile phone instead. It has no idea that many older people do not want a fancy smartphone or cannot afford one – and rely on their landline as a lifeline. It is wrong to discriminate against those – primarily the elderly – who are not wired up to the internet.'

Charity Age UK is fearful the changeover could attract criminals claiming to be involved in the switch. Director Caroline Abrahams says: 'About half of those aged over 75 are not online. We are concerned the changes could make many elderly feel more isolated than they do already. Steps must also be taken to ensure the vulnerable do not become victims of any digital voice scams.'

On Friday, BT said: 'We have put precautions in place to exclude older or vulnerable customers from the Digital Voice migration while we look into solutions that can help those customers who cannot access or do not want broadband or a mobile phone in their home.'