Supporting care companies during the PSTN switch off

In February 2024, it was reported that Ofcom is investigating Virgin Media over its compliance with rules to protect vulnerable customers during the PSTN switch off. With up to 1.8 million vulnerable telecare users likely to be affected across the UK, how can care companies ensure a smooth transition for their customers?

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Wearable telecare devices facilitate independent living by alerting family, carers or emergency services when pressed. They can also connect to safety equipment such as fall detectors, smoke alarms and door sensors.

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However, the copper wires that have historically ran the phonelines these systems are connected to are being retired during the PSTN switch off, threatening telecare device functionality.

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Serious incidents where telecare devices failed after users were switched from analogue to digital phonelines have made headlines recently. Consequently, Technology Secretary Michele Donelan met with telecoms providers to determine how to safeguard vulnerable users. This resulted in a commitment not to migrate customers if the functionality of a telecare system is at risk.

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However, this poses challenges for vulnerable telecare users, telecoms operators and care providers alike.

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Digital divide ??

Telecare systems have many elderly and disabled users. While these vulnerable groups are likely to be more heavily impacted by changes to their phone service, it is difficult for them to find online information relating to switchover dates.

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Non-internet users are twice as likely to have a disability or health condition than extensive users and six times more likely to be over 65.

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Although telecoms providers have put protections in place for those with additional needs, many customers are unaware that they should give these details to providers, meaning existing lists are likely inaccurate.??

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Tackling telecare issues ?

To safeguard elderly and disabled residents, telecare companies and local authorities should first share data on who has a device with telecoms providers, allowing them to support vulnerable customers during the switch off.

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The next step is ensuring that the right tech is in place before the switch off. Upgrading to a PSTN alternative such as VoIP leaves time to perform checks on existing telecare devices and replace non-compatible analogue systems before the switch off.

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Finally, care companies and local authorities must ensure customers know how the PSTN switch off will affect their telecare systems. This allows clients to test their personal alarm after their phoneline upgrade to make sure it still works. ?

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As the PSTN switch off draws closer, vulnerable telecare customers stand to be one of the groups most impacted but least informed about the effects of the digital switchover. Preparing in advance and performing thorough testing means telecare companies can guarantee a smooth switchover that safeguards vulnerable people.??

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To discover Crystaline’s PSTN switch off support services for SMEs, including those in the care sector, and to explore digital telephony alternatives, visit the website.