Letter from BT 17th September 2020
Further to our previous communication of January 2020, we’re writing to you today to advise that from September 2020, BT Consumer will gradually start including Special Service customers into our provision of Digital Voice.
We’re taking extra care to ensure Special Service users aren’t adversely affected by the move to all IP. Customers using Special Services continue to be identified through various means such as Alarm Receiving Centre calls and specific questions as part of the customer order journey.
Where we identify Special Service customers, we will advise them to inform their Special Service provider, be it telecare alarms, intruder alarms or other signalling equipment, to make them aware that their service is moving to Digital Voice. The Service Provider will need to decide what appropriate action is needed.
Intruder alarm users or other special services equipment users will be advised to contact their service provider. Telecare users will be advised to speak with their provider by making an alarm call.
The transition to all IP Voice services by communication providers is in line with BT’s announcement to move all our customers from PSTN to all IP by the end of 2025. Digital Voice is now available nationally to eligible new and existing customers. Digital Voice is not currently being offered to customers requiring a voice only service, they will remain on PSTN for the time being.
Special Services Industry Engagement
M: +44 7710 069270
A webinar was hosted by UKTelehealthcare, BT and Openreach on 2nd September 2020 to update members on the latest IP switchover news.
The presentations can be found on the Members Area and a recording of the webinar will be available shortly.
The All IP Working Group (Ofcom, Openreach, OTA, NICC, BSG and Virgin Media) has published their latest updates 28th May 2020. Read the report below:
The latest on BT’s all IP plans and how they’ll affect telecare users, particularly ARCs.
In 2017, BT announced their intention to move all voice communications to IP, a move that will have implications on our industry.
Similar to when the UK switched to digital TV a few years ago, we’re now looking at the same kind of switch for telephony services to an all IP network. But this means many existing telecare devices may not work as they have done in the past
Whilst 2025 is the proposed end target, digital services will likely start to roll out soon and consequently signalling systems could be affected before the 2025 date.
How can Alarm Receiving centres help ensure their users aren’t left without service?
BT Consumer is asking ARCs to provide their incoming telephone numbers (the number the telecare device dials). They can use this number to see who has a special service on their line and make sure no one is left vulnerable or without service from the switchover.
- BT will look for these numbers in their calls records to identify the customers who have dialled them in the last 12 months and will put a marker in their account. (It’s reasonable to assume that any calls to this number would be from a device of some sort)
- They won’t note the supplier, type of service or make/model of any special services device on those customers’ lines, just the fact that it’s likely there’s a special services device on that line
- It will allow BT to take extra care with those customers at the time of upgrading them onto digital voice services
- No numbers or customer information will not be shared with anybody else and BT Consumer will put in place a Non-Disclosure Agreement if required.
You can provide your incoming telephone numbers or request further information from BT by email at: firstname.lastname@example.org. With Openreach trials planned for Salisbury and Mildenhall next year it’s really important all ARCs provide numbers as soon as possible.
Update October 2019 – Read about the latest Virgin Media Trials
September 2019 Technical Working Group Update – All-IP (Voice) Technical Working Group 240919
Read the latest August press release from Openreach here
Ofcom’s recent publication on the Salisbury trial specifically related to some regulatory changes necessary to allow the move to fibre to take place can be read here.
Changes to telephone networks – initial advice to potentially-affected sectors
Why is there a change from landlines to voice calls over the internet?
- The UK’s telecoms networks will undergo substantial change in the coming years, as the companies that run them upgrade their technology. Some phone companies are already gradually moving their landline customers from the country’s traditional telephone network – the ‘public switched telephone network’ (PSTN) – to newer digital technology known as ‘voice over internet protocol’ (VoIP), which carries calls over a broadband connection. This means that some businesses and individuals in your sector may already be using VoIP technology, rather than a landline, for their voice calls.
- The change will offer potential benefits to consumers, such as clearer phone calls, and it will help ensure the UK’s landline telephone services are fit for the future – including because the PSTN itself is becoming increasingly difficult and costly to fix, and it will cease to be reliable over time. The transition will be straightforward for most customers but some may require additional support to help them update their services.
- This change, from PSTN to VoIP, is being driven by the telephone companies.
How might this have wider impacts on the telehealth and personal care alarm industry?
- This change is not just about making calls on landline phones:
- Over time, many other services and pieces of equipment have come to use and rely on the technical characteristics of the traditional PSTN phone network – like its ability to transport data encoded in voice band ‘tones’ (which, for example, fax machines use), and the fact that it can carry power to facilities and devices that do not have a mains power supply. Equipment or services that rely on these characteristics may need replacing, upgrading or reconfiguring. It is possible that some facilities that your sector uses may be affected by the transition. Based on our engagement so far – with telephone companies, wider communications providers and stakeholders – we think these could include:
- Telehealth and telecare services, such as monitoring systems and personal care alarms;
- Internal telecommunications systems, such as voice services and fax machines;
- Other products and services which rely on telephone line power.
- In addition, the ‘PSTN switch off’ will also lead to the cessation of ‘ISDN’ (Integrated Services Digital Network – a pre-broadband approach to providing digital connectivity) services. While ISDN use is limited these days, when it is used it can be for specific purposes or in specific circumstances which may be more difficult to replicate or replace. So, while many organisations in your sector may not be affected, any that are may need tailored solutions.
When is this happening?
- Initial migrations will start this year (2019), where customers opt to use the new services, with completion by 2025 when the PSTN is expected to be switched off. However, different telephone companies are at different stages of managing their switch from PSTN to VoIP, leading to differences in both the particular approach each company adopts, and the timescales over which their migrations take place.
What actions do organisations need to take?
- Telephone companies will generally not be aware of all the services and equipment that their customers are using which rely on the old PSTN technology. To ensure smooth transition, the communications regulator Ofcom is encouraging organisations to contact their telephone company, and also any suppliers of services they use that rely on the telephone network, as early as possible to discuss the changes and plan for any potential impact on the particular services and equipment they use.
- Ofcom recommends the following action:
- Establish if any services/technology that you or your contractors use rely on the PSTN or ISDN, and make sure you know what and where these are, whether they use the PSTN’s voice/or data capabilities, and if they rely on power through PSTN lines. Investigate widely within your sector – be aware that not all services obviously relate to landline voice calls
- Contact your communications provider(s) to discuss timescales and the potential impact of the move to IP services on you or your business
- Contact your service and / or equipment suppliers to see if they have conducted any testing or already offer alternatives that will work with VoIP services. Consider whether your equipment needs to be upgraded, re-configured or replaced and plan appropriate action
- Consider whether it may be beneficial to schedule or bring forward any necessary modifications/upgrades in advance of the move to VoIP to build in optimum time to make changes
- Ensure that other stakeholders/arms-length bodies are aware of the change and can begin engaging with their communications provider and suppliers
- Please let Ofcom (FutureOfVoice@ofcom.org.uk) know if you become aware of any additional services that could be affected by the change which have not been identified in this note.
Where can I find out more?
- Ofcom’s policy positioning statement on migration to VoIP – The future of fixed telephone services – sets out the changes, describes the roles and responsibilities of different organisations, and establishes Ofcom’s expectations of telecoms providers
- Openreach, which runs the network infrastructure for many telephone companies, has also produced a short video to explain the changes
- Contact your communications provider(s).
- Telephone companies are working together to develop a website that will host information about the change.
- Ofcom, working with the telephone companies, will continue to work with affected stakeholders and sectors to ensure there is widespread understanding of this change. With good planning, citizens and consumers can be protected from unnecessary disruption.
 This list is not exhaustive – there may be other applications within your sector
Virgin Media, in common with other Communication Providers, is updating the way we deliver our telephone services. These services will no longer be delivered over the technology of the past, but instead will be delivered over IP Voice technology that is designed for the future.
These changes may affect you and your customers if the products or services you supply rely on the legacy public switched telephone network (PSTN), which is the case for many tele-care providers.
We need your assistance to identify customers that are common to our respective services to ensure that the appropriate support can be provided during this transition. Specifically we would like you to provide us with the telephone numbers that your solutions use to call your Alarm Receiving Centres.
Further to this, we would like to understand if your ARCs have different telephone numbers depending on the purpose of the device or solution. For example, we would like to know if tele-care devices call a different number to security alarms.
This information should be emailed to email@example.com
With BT Having announced its intention to move all voice communications to an IP platform by 2025 we’ve created a new blog on our website dedicated to the all IP rollout that they and most Communication Providers (CPs) will be implementing.
For users, the key change is that telephone services will run over broadband. Phones will connect to a broadband router instead of being plugged into the phone socket on the wall. Exactly how they connect (i.e. if they are plugged in or work wirelessly) will depend on the type of phone being used. This means that any ‘Life Line’ device that currently plugs in to the phone line in a similar way will need to be tested to ensure it will work on the all IP network.
BT will continue to provide regular updates in the coming months and they’ll be contacting many of our members to talk about testing equipment and identifying users of telecare systems. In the meantime take some time to read their information leaflet and meet the team working on the project. btplc.com/DigitalServicesLab
We also welcome similar posts from other CPs and will be actively encouraging participation in this blog to ensure everyone is fully aware of developments.