topic Re: Refused to install full fibre due to having emergency fall call box in Broadband

Refused to install full fibre due to having emergency fall call box

DionRaffs — Mon, 30 Dec 2024 10:57:18 GMT

Sky and BT open reach have refused to install fibre broadband because we have an emergency call box (not connected to the internet) for my dad (wears a alarm button round his neck). I'm now stuck with half the wires hanging in my livingroom and damage to the outside rendering. Sky just fobbed me off, cancelled the order and told me to take it up with open reach! Why?! Ridiculous

Re: Refused to install full fibre due to having emergency fall call box

TimmyBGood — Mon, 30 Dec 2024 10:59:58 GMT

@DionRaffs

Presumably Openreach (it's not 'BT' in this context) were part way through FTTP installation when they identified the issue?

Re: Refused to install full fibre due to having emergency fall call box

DionRaffs — Mon, 30 Dec 2024 11:01:41 GMT

Yes. They said the manager needed to complete the install and would be coming the same day. Didn't show up, now sky cancelled the order

Re: Refused to install full fibre due to having emergency fall call box

DionRaffs — Mon, 30 Dec 2024 11:03:40 GMT

I even called the service while the engineers where here and they explained that the installation would not affect the box and if it did, they will fix it not open reach

Re: Refused to install full fibre due to having emergency fall call box

TimmyBGood — Mon, 30 Dec 2024 11:04:12 GMT

@DionRaffs

Unfortunately awareness on that whole topic is undergoing rapid change, and I suspect field operatives aren't well enough informed.

https://www.ispreview.co.uk/index.php/2024/12/openreach-expand-pilot-to-help-uk-telecare-users-switch-to-digital-phones.html

Re: Refused to install full fibre due to having emergency fall call box

DionRaffs — Mon, 30 Dec 2024 11:09:27 GMT

But our call box is not connected to the landline. It has its own SIM card

Re: Refused to install full fibre due to having emergency fall call box

Mazz1 — Fri, 24 Jan 2025 01:33:06 GMT

they've just done this to me... saying that it doesn't have any back and doesn't have a way to go through the router.... it doesn;t need to go through the router....

Re: Refused to install full fibre due to having emergency fall call box

Chrisee — Fri, 24 Jan 2025 07:45:56 GMT

@Mazz1 the alarm either needs a built-in sim or it uses the landline. With full fibre the landline switches to a digital service via the hub which is lost during power cuts. There a number of workrounds like a battery back up unit or leaving the copper line inplace but they require setting up. When you ordered the full fibre the agent should have asked questions sbout care alarms to avoid this problem.

Re: Refused to install full fibre due to having emergency fall call box

DionRaffs — Fri, 24 Jan 2025 09:55:55 GMT

I had two supervisors from BT open reach come and install the wiring for the full fibre. They are aware of the box and agree that it does not connect with my phone line or broadband. Sky are now booked to complete the install next week (well it will be another BT Openreach guy) so hopefully I will be good to go! 🙂 it was a battle though to get it

Re: Refused to install full fibre due to having emergency fall call box

johnHipp — Thu, 13 Mar 2025 16:31:48 GMT

Well looks like "Fibre" is more trouble than it's worth to get it installed, in my case, I've wasted countless hours waiting for them to arrive only to find out again today that the 17th April is not convenient for them now they've pushed the date to the 24th April?

It appears demand outstrips supply, but if my experience is anything to go by regardless of who supplies your broadband you're all at the mercy of BT Openreach or MJQuinn or whomsoever is contracted in your local area to make the connection from in my case the telephone pole to my property.

Also be aware if you have an elderly relative or parent who uses an emergency call system, this must be upgraded prior to installation or better still disconnected and hidden from view, as in my case the BT Openreach installer (explained that regardless of what Sky Says regarding these devices) they are legally not permitted to hook up fibre to property that uses dial up telephone services. In my case he took one look and Scarpered!

I called my telephone assistance supplier and explained the situation and for £495 they sent a new device which is VOIP compatible and plugs into the modem.

The sky chap who came the other day was very apologetic seems that Sky listed my property as unavailable for fibre, I then checked with u-switch who said it's fine, he then checked his system and agreed it's fine to be installed.

He did point out that on the installation rather than installing the fibre to where the existing phone socket is, they (BT Openreach) may chose to place the OTN (the place where the optic cable comes into the house) where the nearest 2 gang 3 pin socket is located then run an Ethernet cable from there (through the wall) to where my current modem is located! I asked is it not possible for them to route it directly to my office desk, to my Ethernet splitter box, and then via a Cat6 Ethernet cable to my Pc? That would mean them routing the fibre around the outside of my house down the wall and into my office, where it can connect directly to the modem via a cat6 Ethernet cable! Already in place!

He said they may but they try to do the simplest installation if they can. The reason for the long post is I want others to be aware, that whilst we will all soon have to have FTTP (Fibre to the premises) as copper telephone wire is being fazed out now by 2027 (end was to be from end of 2025) most older residents may not be aware or more likely not understand the need for it!

Either way installation could be simple but older telephones may not work with the new modems, as they need to be VOIP compatible. I know of several people in my blind club who still have traditional wired telephones they rely on for communication with loved ones!

So if you have an older neighbour or relative see if you can get them a new telephone prior to installation get them used to it in advance! Most modern telephones are already forward compliant!
UPDATE: BT Open Reach refuse to install Fibre because Mum "Had a Healthcare Alarm button" even though I clarified with Care Co that as the new device is VOIP compliant they will not install fibre. Time to call on my Local MP? Bizarre. So I am cancelling my SK Subscription and will go to anyone else who can let me have fibre, total **bleep**. BT Open Reach need to wake up.

Re: Refused to install full fibre due to having emergency fall call box

Anonymous — Thu, 13 Mar 2025 17:13:43 GMT

@johnHipp wrote:

Either way installation could be simple but older telephones may not work with the new modems, as they need to be VOIP compatible. I know of several people in my blind club who still have traditional wired telephones they rely on for communication with loved ones!

I don't think this is the case. My traditional wired phone now simply plugs into the back of the Sky router and works fine. It certainly isn't VOIP-enabled.

Re: Refused to install full fibre due to having emergency fall call box

TimmyBGood — Thu, 13 Mar 2025 18:06:43 GMT

@johnHipp wrote:

Either way installation could be simple but older telephones may not work with the new modems, as they need to be VOIP compatible.

Analogue to VoIP conversion happens at the Hub: actual VoIP hardware (using ethernet or WiFi) won't work with Sky Talk Internet Calls

Re: Refused to install full fibre due to having emergency fall call box

TimmyBGood — Thu, 13 Mar 2025 18:04:54 GMT

@johnHipp wrote:

UPDATE: BT Open Reach refuse to install Fibre because Mum "Had a Healthcare Alarm button" even though I clarified with Care Co that as the new device is VOIP compliant they will not install fibre. Time to call on my Local MP? Bizarre. So I am cancelling my SK Subscription and will go to anyone else who can let me have fibre, total **bleep**. BT Open Reach need to wake up.

Unfortunately every Openreach ISP is in the same position because they are petrified of cutting off a vulnerable user by going against current Ofcom advice, and facing the wrath of certain newspapers who have decided that the cessation of analogue telephony is a herald of the end times. Ironically your MP is almost certainly being bombarded with complaints about the 'forced' change to fibre....

Re: Refused to install full fibre due to having emergency fall call box

Emperor4 — Fri, 18 Jul 2025 15:00:33 GMT

Just had the same problem I live in flat for over 55s put in to sky to upgrade sky broadband, management say it is completely compatible with the on call system installed ? But Sky say no they won't install. Many other residents have successfully upgraded to full fibre with no conflict, but I'm guessing there not with SKY, they just won't listen,

Re: Refused to install full fibre due to having emergency fall call box

JimM1 — Fri, 18 Jul 2025 15:25:36 GMT

@Emperor4 It's not that they do not listen, just look at the very first pinned post top of the Forum. People have actually died and the main stay off Full Fibre was jumped upon as the straight out No1 reason even if it was not.

There are a lot off Red flags, and anyone off them then automatic NO say's the computer!

Telecare Systems and Medical Alarms. Let us know! | Sky Community

Re: Refused to install full fibre due to having emergency fall call box

Emperor4 — Sat, 19 Jul 2025 07:50:12 GMT

I realise that the in call system has had serious problems with some properties but the circumstances seem to be different in a lot properties and even though our management have said we have no conflict and okayed the installation, SKY don't seem to be able to differentiate or won't! MANY PEOPLE in our property have full fibre with no conflict

Re: Refused to install full fibre due to having emergency fall call box

JimM1 — Sat, 19 Jul 2025 07:56:14 GMT

@Emperor4 Why don't you pole all the other's to what ISP is providing the service, if you contact sky and one RED flag goes up then NO is the answer! Did you look at the link and you can register interest on it!

Re: Refused to install full fibre due to having emergency fall call box

Emperor4 — Sat, 19 Jul 2025 10:37:02 GMT

To be honest jimM1 why must I do SKYS work for them I am of a certain age just want broadband upgrade I am not looking to investigate or poll other people or anything else ref fitting broadband when an on call system is present, all I can say is OUR MANAGEMENT TELL US THERE IS NO CONFLICT IN OUR BUILDING FITTING FIBRE IM NOT THAT TECHNICAL and understand that serious problems have occurred elsewhere, I pay a substantial fee to Sky for their services other residents have full fibre and have had for awhile I'm not a detective just want the same service that other providers give and what the management of our Building tell us, that's an end to it from me sky take the money but certainly won't go out their way it's just a blanket decision. I realise that it's not possible everywhere.

Re: Refused to install full fibre due to having emergency fall call box

TimmyBGood — Sat, 19 Jul 2025 10:44:41 GMT

@Emperor4

Unfortunately Ofcom 'advice' on this topic is typically non-specific and each ISP has to set its own criteria: it's quite possible that Sky has stricter internal procedures than others.

Re: Refused to install full fibre due to having emergency fall call box

DionRaffs — Sat, 19 Jul 2025 11:09:01 GMT

Update from my original post. Due to sky conflicting with BT engineers (they are the ones who do the install outside and any "technical" installs inside) BT management got involved. The fall box was NOT attached to the BT line (SIM card run). A senior engineer fitted all the wiring inside, then a sky engineer fitted the inside box and switched it on. I think it was 5 or 6 failed appointments from sky as when I booked an engineer and stated it needed to be a BT engineer, they kept sending a sky guy who could only deal with the fitting the box and switching it on.... but the sky fibre install was eventually a success! It took about 3 months and several cancelled appointments due to wrong engineers showing up and countless days off work for me...