Broadband install cuts off phone line for 84yr old in-laws

prowla

[Deleted User] said:

BossHogg said:

The tech is simply baffling to the older generation, and I think these companies do have a duty to them. 

Difficult, is not same as impossible, and difficult should not stop them doing the right thing. 

That said, interesting twist to my story... Dug deeper and read the emails he was sent... 

• Turns out virgin media had not cancelled everything, just his broadband and tv360.
• He was re-contracted by them for phone only, via cable, for 13mths at 19quid/mth... He was totally unaware as email just mentions cancelled thw services and he thought phone was part and parcel
• He believes they told him however to disconnect everything, as they are sending out bags for return of the equipment, hence no phone working. 
• Tried plugging it all back together for him but broadband router (with phone output) just flashing green instead of turning white. 
• Suggested he stick with TT and cancel new VM telephone only service, getting Voip instead at 6 per mth.
• 
  

Energy suppliers and broadband providers are not social services. I would agree that the pace of technological change is challenging but also exciting for people of all ages. My wife and I are in our 70s and we have FTTP; mobile and VOIP. We both have Apple Watches with emergency calling set up. 

Copper phone lines are being phased out and telephone exchanges are being changed to digital. This is progress. Other technologies will undoubtedly come into play to help those who might need it. For example, there is a lot of ongoing research into monitoring electricity usage patterns as recorded by a smart meter. If unusual usage is detected on a connected CAD, then this could lead to a check alert being sent. We ‘olds’ tend to be creatures of habit.

In fairness, I would say that it was a bit norty of Virgin to charge for a phone service which could only run over the cancelled BB service.

matelodave

As said above, the technology is not baffling to older people, in fact the people you are disparaging with that comment are generally the people who invented and designed most of the tech that's in use today.

Optical fibre, broadband, telecoms, mobile phone technology was all invented in the mid to late 20th century.  OK some of it has been refined since then but the foundations and concepts were laid a long time ago by those who are now in their 70's to 90's (and even older) and don't deserve the comments that you are bandying about.

We are not all gaga and are more than capable of sorting our own stuff out and understanding the technology that a lot of us invented.

If you FiL isn't capable, then that's one thing and perhaps you should have been a bit more proactive, but don't assume that everyone past retirement age is incapable because we're not.

BossHogg

Thanks to all the positive/helpful replies.

Seems some raw nerves being triggered. I relate an issue that my FiL is having, and it is down to his age as just a few years back (pre-covid imprisonment) he would have been all over this tech, and some pick it up as a dig at all 'oldies' which it never was.

What I don't like is the fact that two large companies that make millions have between them ended up with him getting completely confused and turned about. TT have provided what was asked for, but fact is he thought he was getting something different. VM seem to have sold him a new 13mth contract for something that cannot be delivered as Broadband router that provided phone service has gone off. 

Hopefully we will get the VM Phone contract cancelled today, and get a VoIP from likes of https://xinix.co.uk/uk-home-residential-voip-provider ... may not retain original number but will allow MiL phone to work with her hearing aids.

AstonSmith

matelodave said:

... someone of 32 or even 25 could easily have been just as confused.

I'm in my 30s and I'm confused by the way TalkTalk has presented the phone calls bit. One part of their website says they're only trialling VOIP at the moment, while another says you can peel off the sticker and use the green phone port on the router. Presumably if no voice package was requested, this won't work.

I was only trying to work out how the OP's situation happened so that I could avoid it/advise others in the future.

I think you get an opportunity to add a voice package when you start the ordering process for a fibre broadband package, but there's no information as to how you can add one afterwards. Nor are there any prices shown.

Neil_Jones

BossHogg said:

Thanks to all the positive/helpful replies.

Seems some raw nerves being triggered. I relate an issue that my FiL is having, and it is down to his age as just a few years back (pre-covid imprisonment) he would have been all over this tech, and some pick it up as a dig at all 'oldies' which it never was.

Its got nothing to do with age.  You can be as mentally sharp in your 90s as you were in your 20s, just a bit slower.  You don't just drop off the edge of a cliff when you start receiving payments from the DWP after retirement which is what you're implying.

great_man

This appears and doesnt let you process if you select "i need my landline to make and receive calls".

Did you father not get it? I have seen this screen for a over year so it is not new

cymruchris

Although it wouldn't be easy for some in their 80's to set up, you can now rent a phone number over the broadband connection with your local area code and have it connected to a VOIP phone which looks and acts in the same way as your original landline. It's the way the world is moving, technology marches on. I set up a system for a local foodbank a few months ago, the 'phone number' rental including unlimited UK landline and mobile calls was about £15 a month, and the phone connects to your router rather than the traditional phoneline connection. I picked up a VOIP handset off Amazon for about £40. Unless you have an old burglar alarm that dials out on a traditional line, you don't actually NEED one these days.

great_man

https://forums.moneysavingexpert.com/discussion/comment/80029411#Comment_80029411

currently using A&A Voip for £1.44p,

JSmithy45AD

great_man said:

This appears and doesnt let you process if you select "i need my landline to make and receive calls".

Did you father not get it? I have seen this screen for a over year so it is not new

Just had a look at TT as full fibre has activated here in the last week or two, when I click on 'Next' it tells me that I can't get VoIP but they have 'other products' that can (slower over the copper pair presumably).

Strangely BT, Voda and Sky can all add VoIP (Sky don't have any other option) so not sure why TT don't yet.

I would add that via the website at least they make it very, very clear that no landline phone is included with numerous warnings and advice visible, nothing is buried in the small print and it's a clearly worded and clean website.

Mistakes are always possible but I'd be very surprised if the agent didn't follow the script and make it clear what they were getting. Certainly the Sky agent I spoke to went through the whole gamut of what we used and about power outages.

[Deleted User]

Just had a look at TT as full fibre has activated here in the last week or two, when I click on 'Next' it tells me that I can't get VoIP but they have 'other products' that can (slower over the copper pair presumably).

You don’t need to get VOIP from your ISP. I am on FTTP with Aquiss and, like the poster above, I get my VOIP connection through AAISP. I also changed my home number to something that 2 by 70+ year olds could remember (444333).  In truth, we only have a VOIP number because of two elderly relatives that think that mobile phones are the work of the devil.