Labour letting firms play 'Russian roulette' with older people's lives, campaigner warns

Telecom companies are playing Russian roulette with older customers’ lives, a campaign group has warned.

Broadband companies are currently working to switch customers to digital, voice-based landlines which they laud as a better alternative to the ageing and increasingly less-reliable traditional copper wires.

Silver Voices, an over 60s campaign group, said that firms have recognised that people over the age of 70 needed to be identified, contacted and supported with the transition until now.

But the group says “little attempt” will now be made by the telecom companies to reach out to people over 70 before the transfer takes place.

The campaign group says it will be left to vulnerable customers to self-identify themselves to their telecom provider before being offered a supported transition.

Dennis Reed, director of Silver Voices, said: “The telecom companies are playing Russian Roulette with the lives and well-being of their older customers, and it appears the Labour Government will let them get away with it.

“For commercial reasons the industry is now placing the onus on the customer to self-identify that they need support with the digital transition. This will leave gaping holes in safeguarding policy. For example, many older people with cognitive difficulties will be transferred without their knowledge and lose their vital lifeline, because they have not contacted their telecoms provider.”

Sir Chris Bryant, the Minister of State for Telecoms, is set to hold a roundtable with the telecoms companies on Wednesday to discuss the mass roll-out of the conversion of traditional landlines to digital alternatives.

Senior civil servants are said to have told Mr Reed at a meeting last week that the new guidelines to be agreed will ditch special safeguards based on age.

Mr Reed said: “This will become a national scandal, and all those responsible for this change in policy, from politicians, telecom company leaders, and senior civil servants will have the tragic outcomes on their consciences.

“It is perfectly possible for the telecom companies to provide powered back-up for the digital telephones for all vulnerable customers through mini-exchanges, but they don’t want to do it for cost reasons.”

Under plans headed up by the UK’s telecom suppliers, the old copper wire network that has delivered landline connections to millions of homes for decades will be replaced by digital technology by the end of 2027.

But critics claim the plans have not been well communicated and will leave those lacking digital skills and technology vulnerable.

Their argument is that some existing telecare and alarm systems rely on old landline connections to function, helping vulnerable customers to alert family, friends and emergency services in the event of an emergency.

New digital landline technology does not work during a power cut as it relies on a broadband connection, leading to concerns the switchover is happening too quickly.

The Government has been contacted for comment.