Jess Brown-Fuller stands up for vulnerable customers ahead of landline to digital switchover

Liberal Democrat MP for Chichester, Jess Brown-Fuller, has written a letter to Openreach to raise her concerns about vulnerable customers, including those who rely on telecare services, ahead of the nationwide switchover from analogue to digital telephone lines.

The Public Switched Telephone Network (PSTN), the traditional copper wire telephone network, will officially switch off in January 2027. It will be replaced by modern digital infrastructure called Voice over Internet Protocol (VoIP). However, customers have reported that migrations are already taking place.

There are 2 million vulnerable people who rely on lifesaving telecare alarms, many of which use landline connections for their monitoring and emergency call services. In her letter, Jess emphasised the need for open communication with these customers:

“I am particularly aware of the impact on vulnerable customers, including those who rely on telecare services.”

“Whilst I note that communication providers are working with local authorities

to identify telecare users, it is essential that clear communication and appropriate support

reaches all those who need it to navigate these changes.”

Jess has asked Openreach to clarify how many customers in Chichester constituency are still to be migrated, whether there is a migration timetable for different areas, and whether Openreach maintains a list of registered vulnerable customers.

You can read Jess’ letter to Openreach below.

You can find out more information about the digital switchover here.