Virgin Media O2 partners with telecare body ahead of Digital Voice switchover after Stockport trial

Telecoms provider, Virgin Media O2, has partnered with TSA, the largest industry advisory body for technology-enabled care in the UK, to improve support for customers who may be affected by the Digital Voice switchover.

Under plans to switch off the traditional landline network and provide phone calls solely using digital voice technology via internet connections, many users of health technology may lose vital functionality of their telecare systems without additional support migrate to new connections and keep equipment working.

Following the telecoms industry’s agreement to pause non-voluntary landline migrations, Virgin Media O2 and TSA have begun working with Stockport-based telecare provider Carecall, part of the Stockport Homes Group, on a trial in the borough to provide dedicated support to telecare users as their services are migrated.

The Stockport trial aims to develop, test and refine ways for the telecoms industry to work with local authorities and alarm providers to identify and migrate these customers, creating a gold-standard blueprint for a future wider roll-out.  

Alongside the existing measures that Virgin Media O2 already had in place, and those brought in earlier this year to support customers, the trial has seen all parties come together to provide enhanced support for telecare device users, ensuring they get the help they need as the essential digital switchover takes place, including secure data sharing between Stockport Homes and Virgin Media O2 to identify telecare customers, and joint visits from Virgin Media O2 and Carecall to support customers with their services.

This trial has seen around 80% of targeted telecare customers successfully switched to Digital Voice on a voluntary basis, rising to 95% when accounting for those with appointments booked in. All customers’ services are being closely monitored post-migration to ensure a smooth transition to the new technology.  

Further trials in different parts of the country are now planned to further refine the process ahead of a potential nationwide roll-out.  

Rob Orr, Chief Operating Officer at Virgin Media O2, said:

“With the decades-old phone network becoming increasingly difficult to maintain, we must take action to ensure we are safeguarding landline services in future. We know that change is never easy, however we’re committed to providing enhanced support and doing everything we can for our customers as we migrate to digital voice services. 

“Our partnership with TSA and trial in Stockport are helping us develop a scalable model to safely migrate our most vulnerable customers. By helping to better identify telecare customers and working together to reach our shared customers, this innovative project provides a gold standard service which could be the blueprint for our future roll-out.“

Eva Holt, Head of Independent Living at Carecall, part of Stockport Homes Group, said:

“Carecall are delighted to have been chosen to take part in this telecare pilot programme. Having this pilot take place right here in Stockport is a tremendous opportunity, allowing us to ensure our services are fully prepared for the digital future whilst remaining deeply connected to our local community.  

This is just one of many initiatives Carecall has undertaken to ensure a seamless transition during the switchover and it highlights our commitment to staying at the forefront of innovation for the safety and wellbeing of our customers.”