BT Accused of 'Unacceptable Pressure' in Vulnerable Customer Broadband Switchover

BT has been accused of applying "unacceptable pressure" on a vulnerable 91-year-old man with dementia by threatening to cut off his broadband service during a digital switchover. The man, identified only as Alan, relies on a telecare alarm system connected to his landline, which is crucial for his independent living and safety.

Alan's daughter, Anne Hanscomb, who lives 100 miles away, had taken steps to ensure her father's safety during the transition from traditional copper landlines to internet-reliant services. She informed BT that her father was a vulnerable person, that she held power of attorney, and provided her contact details for his account. However, she received an email last week stating that his broadband service would be temporarily stopped within five days, claiming multiple unsuccessful attempts had been made to contact them.

BT has since admitted that it did not contact the family prior to issuing the automated email. Ms. Hanscomb described the threat of disconnection as "completely unethical" and questioned whether BT had fulfilled its duty of care under Ofcom regulations to protect vulnerable customers. "Sending that letter to my dad is unacceptable pressure," she stated.

Following Ms. Hanscomb's immediate contact with BT, the company canceled the planned disconnection. BT became aware that Alan was vulnerable and that his telecare alarm was linked to his landline. The provider is understood to have paused his transfer to a digital landline until his telecare alarm could be upgraded to be compatible. While BT stated they had sent a letter, Ms. Hanscomb claims it was never received.

BT issued an apology for informing the family about the broadband pause without prior contact. "We're very sorry that Mr Barrow received communication about his broadband being paused without being contacted previously," a BT spokesperson said. "We have reached out to him and his daughter to apologize and reassured them that his broadband service will remain connected. We have arranged an appointment to provide a digital landline service at the end of October and will be monitoring this to ensure the transition goes smoothly."

This incident echoes broader concerns about the digital switchover and its impact on vulnerable customers. In December, Virgin Media was fined £23.8 million for failing to adequately identify and record telecare users, leading to disconnections that put thousands at risk. Reports have emerged of two deaths where telecare alarms failed to function after households were switched from analogue to digital landlines, although no definitive causality has been established.

The transition to internet-based services is driven by the aging infrastructure of copper wires, which are increasingly prone to failure. The industry had previously paused and delayed the rollout by two years due to incidents where vulnerable customers were unable to contact emergency services. Unlike analogue phones, internet-based services do not function during power or internet outages, affecting medical devices like wearable alarms. Safeguards, including backup handsets and enhanced support for vulnerable individuals, have been introduced following government intervention, but issues persist.