BT threatened broadband disconnection despite pensioner’s reliance on medical alarm
BT threatened to disconnect broadband for a 91-year-old dementia sufferer in Wales, despite him relying on a telecare alarm linked to his landline for emergency medical assistance. The company's automated email claimed it had repeatedly contacted the family, but BT has since admitted it had made no prior contact before issuing the threat—a move the man's daughter describes as "unacceptable pressure" and potentially unethical given her father's vulnerability.
Alan's daughter Anne Hanscomb, who lives 100 miles away in Wiltshire, had fully complied with BT's safety procedures for vulnerable customers during the nationwide digital switchover from copper landlines to internet-based services. She had notified BT of his dementia, her power of attorney status, and provided her contact details. After immediate intervention, BT cancelled the disconnection and apologised. This follows Virgin Media's £23.8 million Ofcom fine in December for failing to protect telecare users during the switchover.
- BT threatened to cut broadband for 91-year-old relying on lifesaving medical alarm
- Company admitted it hadn't contacted family before sending disconnection threat
- Follows Virgin Media's £23.8m Ofcom fine for similar switchover failures
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Britain is switching its phone networks from old copper landlines to modern internet-based systems—a process known as the digital switchover. This change is technically necessary but creates challenges for millions of people, especially vulnerable elderly customers who depend on reliable phone service for their safety.
Medical alarm systems, known as telecare, allow older or isolated people to call for help instantly when they need it, whether due to falls, illness or medical emergencies. These devices typically operate through a standard landline connection, so if broadband is disconnected, the person loses their lifeline to emergency assistance. For someone with dementia or other serious health conditions, this disconnection poses a real and immediate risk to their safety and wellbeing.
This case highlights broader failures in how telecoms companies have handled the switchover for vulnerable customers. Ofcom, the industry regulator, fined Virgin Media £23.8 million last year for failing to properly protect telecare users during their network transition, suggesting that firms across the sector have struggled to implement adequate safeguards for their most at-risk customers.
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Originally published by Daily Mail as “BT accused of ‘unacceptable pressure’ amid digital switchover after threatening to remove broadband for pensioner, 91, with dementia despite him relying on life-saving medical alarm”.