A sky engineer came today to fit broadband but because we have telecare it couldn’t be fitted wha

[Dwallace]

A sky engineer came to fit fibre broadband for my elderly mother in her second floor flat but Just been told he cant fit it as she has telecare in her flat so what happens now? 
and how long will it take to cancel this and order a new package as my mother is now vunerable without a phone line or her telecare. 

[Chrisee]

@Dwallace whoever ordered the service should have been asked the question about the alarm during the order process ro avoid this happening if that warning did not happen complain to Sky.. Older alarms are not safe to use with the new digital voice line you get with full fibre. This is mainly because the voice service does not work during a power cut so if thecalarm lacks a back up it is dangerous. The switch over from analogue to digital voice lines has been delayed by 2 years so the issues can be sorted bybthe industry

Quite whst Sky can do is unclear but the copper analogue line presumably the alarm currently uses should have been left connected so the next step is talk to Sky.

[James-P]

@Chrisee is right - in agreement with government, the Telecare Services Association put the onus on telephone service providers to check which of their customers used a telecare alarm. In which case, Sky should have made arrangements to cater for your situation BEFORE an engineer was scheduled to visit. Also, that engineer should NOT have left you without a phone or telecare service before they left. I'd definitely lodge a complaint with Sky!

What Chrisee said about older alarms not being safe to use is also correct. You should contact your telecare service provider and explain the situation. They should be able to help you by ugprading you to an alarm that works even without your broadband.

The best telecare service providers will provide alarm equipment that has a battery backup that will keep you 'connected' in the event of a power cut, not forever but at least for a little while longer until your power comes back on.

If your current provider lets you down, there are some telecare providers that offer alarms that don't require a landline or a broadband connection.

[Chrisee]

@James-P my experience is Sky do this. Only last week  I renegotiated my own contract  and the agent went through the script about alarms and availability of mobiles etc. even though I already had a full fibre connection for over 2 years. He told me that the order system wouldn't allow him to go further until he had recorded my reply to that challenge. Unfortunately people often  dont listen fully or dont understand what is being asked. It is possible an agent ticks the box without asking - hence my comment about complaining as Sky will listen to the call.