Virgin Media UK Partners with TSA Telecare Body for Digital Phone Switch

Broadband ISP Virgin Media (O2) has today given their Digital Landline Switchover (DLS) programme (i.e. migrating old analogue landline phones to IP-based services) a boost by signing a “first-of-its-kind partnership” with TSA, the telecare advisory body, to enhance the support provided to telecare users as the UK transitions to Digital Voice.

Just to recap. Virgin Media restarted their DLS scheme in April 2024 (here), which came after it was put on pause at the end of 2023 as part of their commitment under the Government-led charter that had been designed to limit risks for vulnerable users.

The switch is a particular concern for the c. 1.8 million people who use telecare devices / alarms in the UK (e.g. elderly, disabled, and vulnerable people), many of which are located in rural and isolated areas. Sadly, a lot of those telecare systems haven’t yet been updated to work with the newer Internet Protocol (IP) based voice / phone services, which is despite the telecare industry having plenty of years to prepare.

In keeping with this, Ofcom are currently investigating Virgin Media’s migration of customers from analogue to digital landlines, which focuses upon whether they’ve been treating vulnerable consumers correctly and “ensuring uninterrupted access” to emergency services (here). The risks here were tragically underlined by the recently reported deaths of two “vulnerable” Virgin Media Phone customers (here).

The new deal between Virgin Media and the TSA is thus looking to help change all this by enhancing support for telecare users going through the DLS. VMO2 claims to be the first telecoms company to form a partnership with the industry body which represents UK telecare organisations, including care providers, device manufacturers, ambulance services, housing associations and local authorities.

The two organisations are already working together on a new trial with Stockport-based telecare provider Carecall to provide dedicated support to telecare users as their services are migrated.

Description of the Stockport Trial

Alongside the existing measures that Virgin Media O2 already had in place, and those brought in earlier this year to support customers, the trial has seen all parties come together to provide enhanced support for telecare device users, ensuring they get the help they need as the essential digital switchover takes place. This includes:

• Using the secure data sharing agreement between Stockport Homes and Virgin Media O2 to better identify telecare customers who have not yet made themselves known to the telecoms provider;
• Combining resources to communicate and engage with customers;
• Providing joint visits with teams from both Virgin Media O2 and Carecall present to support customers with their services and check devices are working as they should and committing to never leaving a property without a working landline.

Having only kicked off in late July, this trial has seen around 80% of targeted telecare customers successfully switched to Digital Voice on a voluntary basis, rising to 95% when accounting for those with appointments booked in (21st August 2024). All customers’ services are being closely monitored post-migration to ensure a smooth transition to the new technology.

Further trials in different parts of the country are now planned to further refine the process “ahead of a potential nationwide roll-out“. Carecall is a part of Stockport Homes Group, which provides housing services on behalf of Stockport Council. The successful trial was made possible because Stockport Homes signed a “data-sharing agreement” with Virgin Media, meaning telecare users could be quickly and efficiently identified.

Rob Orr, Chief Operating Officer at VMO2, said:

“With the decades-old phone network becoming increasingly difficult to maintain, we must take action to ensure we are safeguarding landline services in future. We know that change is never easy, however we’re committed to providing enhanced support and doing everything we can for our customers as we migrate to digital voice services.

Our partnership with TSA and trial in Stockport are helping us develop a scalable model to safely migrate our most vulnerable customers. By helping to better identify telecare customers and working together to reach our shared customers, this innovative project provides a gold standard service which could be the blueprint for our future roll-out.

Cross industry collaboration is essential to make the digital migration a success so it’s deeply concerning that some local authorities and telecare providers are still not engaging with us despite our repeated efforts. We encourage all parties to step up and work with the industry on this switchover, and for Government to create a “Telecare Charter” to make sure everyone is playing their role and is clear on their responsibilities.”

Alyson Scurfield, CEO at TSA, said:

“Over two million people in the UK rely on telecare services to live independent lives and our sector is very concerned about the impact of power failures on digital landlines. Our prime goal is to support older and disabled people as their landlines change from analogue to digital and that’s why we’re working closely with Virgin Media O2 and Carecall.

We’re creating a blueprint for safe, smooth, speedy digital migration that can be adopted by other housing associations, local authorities, care providers and telecoms providers. We’re also developing guidance, training and quality standards that can support this best-practice migration process.”

On top of this, Virgin Media has now written to every UK local authority it operates in, encouraging others to follow in Stockport Homes footsteps and establish invaluable data-sharing agreements where they haven’t done so already.

To date, more than 4 in 5 of local authorities written to have not yet formed a data agreement with VMO2, with “many not responding to communications at all“. As a result of this, both the TSA and VMO2 are now calling on the government to create a Telecare Charter, which will set out a range of commitments and encourages these parties to work with the telecoms industry to help ensure nobody is left behind.

All of this is very positive, although we should add that Openreach is also doing something similar to the aforementioned trial via their own Prove Telecare Trial, which started at the end of July 2024. But the fact is that the industry should really have been doing things like this years ago, rather than waiting until the final couple of years of the migration. The previous government should have also been more proactive on the topic.

The old phone networks were originally supposed to be completely switched off by the end of 2025, although vulnerable users were recently given more time by BT and Openreach as the deadline for migration in related households has since been extended to 31st Jan 2027 (here and here).