BT under fire over digital phone failures

Speaking to the Gazette, Scalpay resident Jane Roberts claimed the backup system failed to work in two out of three recent power cuts – leaving her and her husband without any communications with the outside world as they live in a mobile phone black-spot.

All landlines in the UK will have to switch to BT’s new digital home phone system by 2027 as the old analogue system is being retired. The new phones work via the broadband line, using VoIP (Voice over Internet Protocol) technology.

However, there are fears this new system, named Digital Voice, will expose some customers, particularly the elderly and vulnerable, to risk if it is not failsafe in the event of a mains power cut. The issue is particularly acute in places where there is no mobile phone signal, leaving customers without an alternative to their landline.

The upgrade to digital is mandatory for BT’s landline customers and backup battery units are an optional addition for some households if they fear being left without a phone in the event of a mains outage. However, it is being claimed this system only works intermittently and that BT is failing to recognise the risk this poses to some of their customers.

Jane Roberts and her husband had switched to digital six weeks ago and had ordered the battery backup box well in advance of their switch, knowing it would be necessary in power cuts. The couple are both in their late 60s.

She explained the battery backup is to be kept fully charged and plugged into the digital phone hub to provide alternative power during an outage to enable the broadband phone service to stay on.

“Well here on Scalpay and on other parts of the islands this does not work,” she said.

“There have been three power cuts recently and the broadband has only worked in one of them. It’s leaving no communication for emergency services.”

BT mention having a mobile phone as a standby, but like many households there is no signal without broadband from the house, the nearest signal for us is a mile away. They (BT) just don’t get that if you have an emergency during a power cut you can’t get assistance”.

She questioned how people living on their own would manage, in the event of a house fire or a heart attack. “Are they going to run along the road in the middle of the night or in a bad storm trying to find a phone signal?”

Mrs Roberts said the situation meant “danger and peril” for BT’s customers, adding: “BT and their new digital voice system are going to be responsible for possible fatalities in the future when they are predicting everyone will be on it by the end of 2027.”

She said the backup system had failed during the first power cut, had worked during the second power cut – on Boxing Day – and then failed again on the third, which came just 20 minutes after the second power cut.

“It’s an intermittent thing so you don’t know when you’re going to get broadband and when you’re not going to get it.”

She has repeatedly spoken with BT about it. “I did phone them and try to explain and it doesn’t sink in with them. They sort of say, ‘oh well, everyone’s going digital, there’s nothing much we can do about it, it’s just a case of where you are’.”

Mrs Roberts said the technology had “gone backwards surely” and pointed out it also meant backup failures would also mean they would be unable to phone SSEN during a power cut.

“We do get quite a few power cuts here on the islands and it’s coming up to the time now when you will get power cuts with the storms and what have you, so this is the time when it’s difficult.”

A BT spokesperson said: “UK landline providers are switching from analogue to digital services, as the old technology is increasingly unreliable and no longer fit for purpose.

“We recognise the concerns raised and encourage any customers experiencing issues to contact us directly so we can review their setup and provide a tailored solution. At BT, keeping customers connected is our top priority and we remain committed to supporting vulnerable customers through the switch.”