Digital Voice Transition Disrupts My 95-Year-Old Friend’s Landline Service

My 95-year-old friend is currently facing a difficult situation. His landline phone has stopped working, and the company providing his service, EE, informed him that he might need to accept a new phone number to restore his service.

Living alone, he depends on his phone for social interactions and important communication. Having to share a new number with friends and family would be a major hassle for him, especially since he might lose contact with his doctors and healthcare providers.

It seems that my friend accidentally had his regular phone line switched over to what is called Digital Voice. This major change is part of a transition from traditional analog phone lines to newer internet-based service, which is expected to be fully in place by January 2027.

This shift poses serious issues for elderly or vulnerable customers like my friend. Unlike traditional landlines, digital phones will not work if there is a power outage, and they may not be compatible with certain critical medical alert buttons. There have even been reports from some customers who have lost their original phone numbers during this switchover.

Telecommunications companies had agreed to postpone switching vulnerable customers to the new system until they could ensure that those individuals would not face any negative effects. Unfortunately, my friend was switched over without his awareness. After seeking assistance at an EE store for his mobile phone, it seems that a salesperson may have signed him up for a new service plan without considering his needs.

Two weeks later, after a stay in respite care, he returned home only to discover that his phone and other communication devices were no longer functional. His telecare button might be affected too, though he hasn’t had to use it yet. Also, the phone line is set up in a location that is hard for him to hear; it’s in the hall downstairs, making it difficult for him to respond quickly when he is upstairs in his living room.

Not long after I reached out for help, he ended up in the hospital due to chest pains, which were partly caused by the stress of this situation. The good news is that his original phone number has now been restored; however, many others might find themselves in similar challenges as the Digital Voice transition continues.

EE has stated that they are looking into how my friend’s phone line transitioned without proper notice during his store visit. A representative apologized for the inconvenience caused and mentioned that they have confirmed that his landline handsets are working. They promised to stay in contact until the situation is completely resolved.

For customers who have had their phone service disrupted and it is not restored within two working days, they may be eligible for compensation, according to regulations set by Ofcom, the telecommunications regulator in the UK.

If you have similar issues, consider reaching out for assistance. You can email your problems to your.problems@observer.co.uk, making sure to include your address and phone number for a quicker response. Remember, submitting your story is subject to the terms and conditions of the publication.