Seven network operators — including Openreach and CityFibre — have signed up to new protections which will ensure people who rely on personal alarms to call for help are not left without a working device during the migration.

It follows the UK government‘s technology secretary, Michelle Donelan, convening telecom firms after becoming aware of “serious incidents” occurring during the migration.

Phone providers have been upgrading household landlines to digital technology, which uses an internet connection, to deliver a modern network that’s suitable for the future.

However, nearly two million people in the UK use “telecare” alarms, offering remote support to elderly, disabled, and vulnerable people, many of which are located in rural and isolated areas.

Last year, UK phone providers agreed to new measures to protect vulnerable customers when upgrading phone lines to a new digital network, with Donelan asking all providers not to force people to switch over until enhanced protections are in place.

The new measures agreed upon today (Monday 11 March) include:

• Operators will have to work with partners, including internet providers, to check if their customers own a telecare device.
• Operators will provide at least 12 months’ notice to phone providers before enforcing the switchover of a customer and will jointly discuss suitable migration options.
• No telecare user will be migrated to a digital landline service without the provider, customer, or telephone company confirming that they have a functioning solution in place.
• Telecom operators will work with Ofcom, government, and phone providers to create a shared definition of ‘vulnerable’ customer, so it is no longer dependent on the company and establishes an industry wide standard.

Commenting, Donelan said: “The safety of vulnerable customers comes before anything else and that’s why I called on the industry to listen to concerns and take action to make sure the right protections are in place.

“I welcome more telecoms companies joining forces to make this a priority, meaning we now have agreement from those responsible for our telecoms infrastructure and those providing mobile and broadband services.

“This will provide much needed reassurance to those relying on these vital devices and I will continue to pressure organisations to do everything in their power to make sure the switchover is seamless and safe.”

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Julia Lopez, the digital infrastructure minister, further added: “When a person needs urgent medical attention, they must have confidence that their call for help will be responded to as quickly as possible.

“The recent incidents that left some people disconnected are unacceptable and must not happen again. The technology secretary and I are united in pressuring all those responsible to implement mitigations that meet the needs of the most at risk.

“I hope today’s agreement provides some peace of mind to those affected and reassures the millions of vulnerable people in our country that their concerns have been heard far and wide across the whole industry.”