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Battery Backup Systems: How do network providers define the term vulnerable person for digital phone lines?

In the event of a power outage, General Condition A3.2(b) requires network providers to implement at least one solution that allows access to emergency services for a minimum of one hour for vulnerable people. This solution will allow vulnerable customers to have access to a high speed broadband service, should they need it in an emergency, and network providers have duty of care to provide this, free of charge, to those at risk.

But how do network providers identify vulnerable customers? Telecom companies typically define "vulnerable" customers as individuals who would face significant risks if they lost access to the emergency services during a power outage. This definition aligns with regulatory requirements and industry best practices, ensuring that those who depend on a reliable broadband connection for their safety and well-being receive adequate protection.

Common Criteria for Vulnerable Customers

Vulnerable customers may include individuals who:

1. Have a Medical Dependency Rely on telecare devices (e.g., personal alarms, fall detectors, or health monitors). Depend on life-critical medical equipment (e.g., ventilators, home dialysis machines).
2. Are Elderly or Disabled People with limited mobility who cannot easily seek help if broadband services are down. Those with sensory impairments (e.g., blind or hearing-impaired individuals) who require special access to emergency services.
3. Live in Remote or High-Risk Areas Individuals in areas with poor mobile coverage, meaning they cannot rely on a mobile phone as an alternative. People in flood-prone or disaster-prone zones, where quick access to emergency services is crucial.
4. Other Special Circumstances Those deemed at higher personal risk (e.g., domestic abuse survivors with emergency alert systems). Individuals who are financially or socially disadvantaged, making it harder to acquire backup solutions independently.

What can network providers do to help their vulnerable customers?

• Provision of Battery Backup Units (BBUs) Many telecom providers offer free battery backup systems for digital phone lines to assist vulnerable customers. These systems allow landline services to continue operating for several hours during a power outage.
• Priority Service Registration Customers who meet the vulnerability criteria can register with their provider for priority support in case of network issues.

What are the Regulatory & Industry Standards?

In the UK, Ofcom mandates that telecom providers ensure vulnerable consumers can access emergency services during power outages. This is achieved by offering solutions such as battery backup or alternative means of communication. Other countries have similar regulations enforced by various telecom authorities, such as the FCC in the US.

Additionally, the UK’s shift from traditional analogue landlines to digital phone lines (Voice over Internet Protocol, or VoIP) has led to regulatory measures aimed at protecting vulnerable customers. These measures are particularly focused on ensuring access to emergency services during power outages.

Regulatory Requirements

Minimum Battery Backup Duration: Ofcom mandates that telecom providers ensure vulnerable customers have uninterrupted access to emergency services during power outages. To achieve this, they must provide a battery backup system capable of powering the equipment for at least one hour. This backup must be supplied free of charge to customers identified as vulnerable.

Enhanced Protections

Industry Commitments: In December 2023, major UK telecom providers, including BT, Sky, Virgin Media O2, and TalkTalk, agreed to a charter aimed at enhancing protections for vulnerable customers during the digital switchover. Key commitments include:

·?????? Refraining from forcibly migrating customers to digital services until robust protections are established.

·?????? Conducting additional checks to identify and support vulnerable customers, especially those using telecare devices.

Guidance for Vulnerable Customers

Identification and Support: Telecom providers are responsible for identifying vulnerable customers and ensuring they receive appropriate support during the transition to digital services. This includes providing the necessary equipment, such as battery backups, to maintain access to emergency services during power outages.

Customer Action: If you or someone you know relies on a landline, particularly for telecare services, it is essential to inform your telecom provider about your circumstances. This will enable them to offer the necessary support and equipment to ensure service continuity during power interruptions.

By adhering to these regulations and commitments, the UK aims to protect vulnerable individuals and ensure they have reliable access to emergency services throughout the digital transition.

How can Netceed help network providers?

Netceed has developed a new FTTH battery, designed to keep customer’s connections running, even during a power outage. Its battery is designed to power up to 3 devices, such as gateways, routers and analogue telephone adapters, for the required one hour by Ofcom.

How does it work? During normal operation, the main adapter powers the connected devices and keeps the batteries inside the house charged, providing 30W backup supply in the event of a power outage. In addition, the FTTH battery provides appropriate voltage for the connected devices (5V, 9V or 12V), determined by a smart connecter at the USB port, and supports up to 3 devices.

A unique feature of Netceed's FTTH battery is the overload warning function. If the connected devices draw more power than the battery can provide, and the promised one hour backup can no longer be guaranteed, an LED will issue a warning. Additionally, if the batteries are aged and provide less than one hour of backup at 30W, another LED will indicate that a battery replacement is needed. This replacement can be performed by the end user with just a few simple steps.

To find out further information on our Battery Backup Units, please reach out to Simon Wade on Linked In.