Virgin Media UK and Telecare Cardiff Trial to Support Digital Phone Switchover

Broadband and phone provider Virgin Media (O2) has today launched another trial to support their Digital Landline Switchover (DLS) programme (i.e. migrating old analogue landline phones to IP-based services), which this time focuses on giving support to telecare users in Cardiff (Wales) in order to help them make the switch.

Just to recap. Virgin Media first restarted their DLS scheme in April 2024 (here), which came after it was paused at the end of 2023 as part of their commitment under the previous Government-led charter that had been designed to limit risks for vulnerable users. The process has since been further tweaked via the new Government’s Telecare National Action Plan (TNAP).

However, 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 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 response to this Virgin Media has already been conducting initial trials of a new approach to the switchover alongside the TSA, which provided enhanced support to telecare users, such as engineer visits and a commitment to ensure that everything works before completing the process (here).

The new trial in Cardiff, carried out in collaboration with telecare advisory body, the TEC Services Association (TSA), and Telecare Cardiff, builds on the first trial by working to “identify, contact and provide comprehensive support to telecare customers” (i.e. Virgin Media customers in Cardiff with fall alarms, personal alarms and lifeline devices). This will all take place “over the next month“.

Features of the New Trial

➤ Using Virgin Media O2 and Telecare Cardiff dual-branded letters, emails and texts to reach customers

➤ Ensuring Virgin Media O2’s UK-based customer care agents arrange switching appointments, with Telecare Cardiff providing follow up calls if necessary

➤ Telecare Cardiff and the TSA providing bespoke training sessions for Virgin Media O2 engineers to familiarise them with their specific in-home equipment and advise on how best to support shared customers. Engineers have committed to never leave a customer without a working landline or telecare device, with monitoring of the landline service continuing after they leave the property.

The customers who will be contacted as part of this trial have been identified thanks to the use of a secure data sharing agreement (DSA) between Virgin Media O2 and Telecare Cardiff, helping identify people who use both services. In Cardiff, 1 in 10 telecare users were previously unknown to Virgin Media O2 but have been identified after signing the data sharing agreement.

In addition to working with Telecare Cardiff, customers of other private telecare companies in the area who have been identified via alternative means – including self-identification directly to VMO2 – will also be taking part in this trial. Virgin is calling on anyone who may need additional support, particularly in the Cardiff area, to contact them as soon as possible and let them know they are using a telecare device.

Gareth Lister, Director of Connectivity at VMO2, said:

“With our decades-old copper network rapidly reaching end-of-life, it’s essential we move to digital voice so we can continue offering reliable services for years to come in Cardiff and beyond. We know how important it is to get this right for our customers, particularly those who rely on landline services and who use care alarms.

Working closely with Telecare Cardiff, we’ve been able to better identify and communicate with our shared customers, offering the on-hand support they need for a smooth migration today, while also giving them the confidence and reassurance they deserve both now and in the future.”

With the network becoming more fragile day by day, there has never been a more pressing time for all local authorities and telecare providers to step up and play their part. We urge others to follow Cardiff’s lead and sign data sharing agreements to ensure no one is left behind.”

The broadband provider added that related migrations across the UK are due to continue and ramp up towards the end of the year, with VMO2 also renewing its call for all remaining local authorities and telecare providers to “step up and establish essential data-sharing agreements to ensure all vulnerable customers can be identified and supported“.