topic Re: Help with compatibility of emergency devices for the elderly linked to landlines in Full Fibre

Help with compatibility of emergency devices for the elderly linked to landlines

vledg1 — Thu, 31 Aug 2023 11:37:01 GMT

So - my mum who is 82 and only wants a basic landline was switched to Full Fibre. Was sent an Eero router and booked in for the switchover. I had tried to explain to customer service that there was a fall alarm/panic button attached to the landline and that it is her only method of contacting anybody as she doesn't have a mobile and doesn't use the internet. City Fibre came and did their bit. Their engineer explained that the Eero was not suitable as there needs to be some battery back up in case of a power cut and installed a router with a battery. No problem - all was working fine. Until recently - the phone stopped working. (Presumably she has been switched to the digital service without warning) Customer service told me I need to plug in the Eero - I explained that this wasn't viable. They said they couldn't help me. I had to book an engineer visit at a cost of £75. He came this morning - and guess what? Said that the alarm cannot be fitted with the Eero as there is no suitable port. So now my 82 year old mum cannot contact me or the emergency services. On further investigation it looks as though she should have been sent a digital voice adapter - although it is unclear whether this will work with the router that is installed. I am now at a complete loss of how to resolve this.

Re: Help with compatibility of emergency devices for the elderly linked to landlines

Anonymous — Thu, 31 Aug 2023 11:45:09 GMT

Hello,

I'm really sorry to hear this. Please can you add your mum's full name, account number or home telephone number and a best number to make contact on to your Community Profile. Could you also add your name too please and post here to confirm once this is completed. Please do not post any personal information on the Community.

Thanks

Re: Help with compatibility of emergency devices for the elderly linked to landlines

Anonymous — Thu, 31 Aug 2023 11:55:36 GMT

Hello,

Can I just confirm, are the details in your Community Profile for your mum's line and I can escalate this straight away for you.

Thanks

Re: Help with compatibility of emergency devices for the elderly linked to landlines

vledg1 — Thu, 31 Aug 2023 12:03:02 GMT

Hi - I have added my mum's name and landline number - the email address and mobile number are mine. Thankyou.

Re: Help with compatibility of emergency devices for the elderly linked to landlines

Anonymous — Thu, 31 Aug 2023 12:05:07 GMT

Hello,

Thank you for confirming. I'll escalate this to our CEO Complaints Team now and will post back shortly with an update.

Thanks

Re: Help with compatibility of emergency devices for the elderly linked to landlines

Anonymous — Mon, 04 Sep 2023 05:23:41 GMT

Morning,

I've been advised that our Complaints Team have made contact. Is everything now working ok?

Thanks

Re: Help with compatibility of emergency devices for the elderly linked to landlines

vledg1 — Mon, 04 Sep 2023 11:14:49 GMT

Yes, thanks.

Re: Help with compatibility of emergency devices for the elderly linked to landlines

Anonymous — Mon, 04 Sep 2023 11:21:30 GMT

Good afternoon,

I'm glad to hear that and please let us know if there is anything further that we can help with.

Thanks 🙂