topic Full Fibre OpenReach installation with Leeds Telecare SIM based equipment. in Full Fibre

Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Mon, 14 Apr 2025 17:36:06 GMT

The installation we expected to be done today by Openreach was not done. A different contractor turned up and wasn't able to proceed with the installation because of a supposed Telecare issue.

Here is the current situation with Leeds Telecare. IT IS SIM BASED AND IS NOT CONNECTED TO ANY OTHER SYSTEM.
From Leeds telecare...

Information if Openreach need confirmation that Leeds telecare system in SIM based...
Leeds City Council has completed a four-year project to upgrade telecare equipment used by its adult social services.

It said that more 5,200 items have been upgraded to digital, with sensors now operating on a standalone basis using SIM technology and not directly connected or impacted by another other connectivity such as broadband or a Wi-Fi signal.

https://www.ukauthority.com/articles/leeds-city-council-completes-telecare-upgrade/

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

siphosethu-TT — Tue, 15 Apr 2025 07:25:48 GMT

Hi there MannyHappyReturns, please confirm if you are still having the same issue. Thanks

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Tue, 15 Apr 2025 10:26:28 GMT

I will be talking to TalkTalk customer services this afternoon in the hope of booking an OpenReach engineer to install the fullfibre upgrade. I had spoken with customer services previously and made them aware of the situation before the booking.
Hopefully the OpenReach engineer will understand the non issue about the Leeds Telecare system. As explained above, the system in Leeds works on SIM technology and is not directly connected or impacted by another other connectivity such as broadband or a Wi-Fi signal.
It would be extremely helpful if TalkTalk could show that they understand how Leeds Telecare operates.
Thank you.

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

siphosethu-TT — Tue, 15 Apr 2025 10:51:08 GMT

Hopefully everything will be sorted as soon as you call in, please let me know how it goes okay. Thanks

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Tue, 15 Apr 2025 16:38:28 GMT

After another long conversation with TT customer services I'm expecting an email that will enable me to setup a new date for an installation engineer to attend.
My concerns are that whoever comes to the premises will refuse to install the full fibre if they see a Telecare device, even as in this case it is connected to a mobile SIM based network and independent of any other phone or broadband connections.
Perhaps you could confirm (or otherwise) that engineers have been told in all circumstances to refuse to install full fibre connections if they see a Telecare unit??

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Wed, 16 Apr 2025 11:25:13 GMT

Here's some information that you might find helpful. It's from the Telcare Leeds team...
"Hello

Thank you for your enquiry, Just to confirm yes your mothers equipment is completely independent from any Wifi internet connection or phone lines, we have come across this before with provider engineers who seem to think it’s the old analogue systems. Yes it will be ok to put the unit in another location if you wish to, just be aware that when you unplug the device it will start beeping as a fail safe to state that it has been unplugged, when you plug it back into another socket this will stop the beeping.

I also suggest that once you have relocated it just do a test call to ensure it is still connected to the mobile networks.

If you require any further assistance please feel free to contact me in the first instance.

Regards

Mxxxxxxx Bxxxxxx

Telecare

Installation & Response Technician

0113 3783xxx"

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

Gliwmaeden2 — Wed, 16 Apr 2025 11:38:48 GMT

@MannyHappyReturns,

It shouldn't really cause worry - similarly smart meters are on their own separate system, NOT connected to the broadband in your house, and there's no worry with them.

If you've stipulated that it's not an issue, they can't make it an issue.

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Thu, 24 Apr 2025 18:00:36 GMT

The saga continues...
So a new date was booked for another attempted installation but the engineer turned up unannounced on a different day, waking my mother who was recovering from a fall.
A new date was fixed for 28 April 25 only to be cancelled a few days later and a date in May arranged (by Openreach). It's important that another member of the family be present to support my mother on these occasions, the 28th being the only date we could arrange for that.
So after 2 lengthy phone calls we managed to get the installation date changed back to 28 April 25. I'm still waiting for the confirmation. I'm less than hopeful!
I was also told not to keep ringing as everything was in hand - a bit cheeky don't you think?

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

siphosethu-TT — Wed, 30 Apr 2025 14:51:56 GMT

Hi there MannyHappyReturns, please confirm if everything was sorted when the engineer came. Thank

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Wed, 30 Apr 2025 15:11:30 GMT

Unfortunately the engineer turned up a day earlier without any prior notice and we weren't able to be there to let him in!
Anyway, we have a new date for the engineer in May and I hope we can get the installation done 🙂

I have one query though: My mother has a SIM based 'Telecare Leeds' unit that doesn't require connection to broadband nor telephone. It works via the cellular network! Openreach doesn't seem to understand and I'm worried that they will decline to install the upgrade.
I'd like to have confirmation that he will proceed with the installation knowing that the Telcare Leeds unit won't affect his work!
Your thoughts please
M

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

Gliwmaeden2 — Wed, 30 Apr 2025 15:54:39 GMT

@MannyHappyReturns, there seem to have been similar cases in the past:

https://www.ispreview.co.uk/talk/threads/openreach-refusing-to-install-fttp-for-premises-with-telecare.41666/

I'll re-escalate this thread for you for a staff response to this specific aspect.

It does seem bizarre that this causes such an issue, but there will be worries about liabilities if something happens to a vulnerable person.

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

angelique-TT — Thu, 08 May 2025 09:20:08 GMT

Hi there MannyHappyReturns . You did mention that the new engineer appointment will take place in May however you did not confirm the date. Please confirm if the engineer has already arrived and everything is sorted or if the engineer is still bound to come and on which date?

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Sat, 10 May 2025 18:22:11 GMT

Hello!

The engineer appointment is set for 19 May 2025.
I have received further documentation from Leeds Telecare showing that the Telecare device at the premises is using SIM based technology and is not dependant on any landline or broadband connection.
Hopefully when the engineer arrives and is shown this evidence he will proceed with the installation.

Many thanks for your correspondence in this matter and I’m sure we are all hoping for a successful outcome.

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

amahle-TT — Mon, 12 May 2025 08:10:01 GMT

Hi there, after the engineer visit, please do let us know how it goes but everything should be fine after the visit:)

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

MannyHappyReturns — Mon, 12 May 2025 13:49:53 GMT

Hello,

I have spoken to an Openreach engineer who happened to be installing broadband at a local property. I asked him what the policy of Openreach was when it comes to installing broadband at a property that has Telecare equipment. He told me that if there was a Telecare device at the property, regardless of whether is was SIM based or otherwise, they would refuse installation!
However, he said that if a notification was placed with Openreach by the provider (TalkTalk) then the installation 'might' go ahead!
He said that Openreach were being highly cautious when it came to Telecare type equipment.
I have done some research and found part of an Openreach document thhat may give some insight though it may well be out of date now...
"

GEN052/24 Completing provisions where telecare is present

29/05/2024

For action

This briefing is for all Communications Providers (CPs).

This briefing is to inform all CPs that Openreach will start completing provisions in

certain scenarios where a telecare device is present and the CP places an instruction in

the Hazard notes field of the provision order.

The OTA and CPs have agreed a set of use cases (“exemptions”) in which they propose that

Openreach should proceed with provision orders for SOTAP, SOGEA/SOGfast or FTTP where a

telecare device is known to be present. The proposed exemptions shall apply to the current

Openreach policy to further all provisions where telecare is present.

These exemptions are:

Mobile-based Telecare Alarms: an end customer has a telecare device that uses the

mobile networks to provide the consumer’s monitoring service;

Hybrid and Digital Telecare Alarms: an alarm device is connect"

Also find attached documents from Leeds Telecare.

Many thanks

Re: Full Fibre OpenReach installation with Leeds Telecare SIM based equipment.

amahle-TT — Mon, 12 May 2025 15:20:19 GMT

Once the engineer visit take place on the 19th and if there are any issues please call and let us know and we will assist further.