Immovable Object BT Openreach and LifeConnect24 Alarm

[johnHipp]

Having ordered and had a verbal communication that I could get FTTP in January 2nd 2025, I have now been cancelled over 20 times and had over 4 posts of the eponymous 'connection cable' from "Unipart" via Royal Mail.

SKY & BT both have a reputation for providing excellent customer service. Although I am not a direct customer of BT, I use the BT infrastructure for landline calls through my contract with SKY Talk. Several friends of mine previously worked for BT when it was part of the GPO, and as a former civil servant (HMRC), I understand the complexities involved in managing various factors in the work environment.

In January 2025, I contacted Sky to arrange for fibre installation at my home after learning that copper lines were being phased out, initially by the end of 2025, now revised to the end of 2027. My mother, who is 89 years old, lives with me, and I am her sole caregiver. I am also disabled and work full-time as an online consultant assisting businesses. Sky assured me that a BT Openreach engineer could install the fibre within four hours and scheduled the appointment for following Monday.

During the conversation, Sky inquired if ‘I had a healthcare alarm system’, which I do, for my mother. She has experienced falls, and I have a pendant fall sensor from LifeConnect24 for peace of mind. Upon mentioning this, Sky informed me that no installations could proceed if a healthcare alarm was installed because “they only work with DTMF on copper lines and would not function during a power outage.” I explained that I own a new VoIP system compatible with Fibre and Sky modems. Nevertheless, they declined to install, citing a previous legal issue where an alarm failed after fibre installation, resulting in a fall.

I clarified that my new call system is designed for fibre compatibility, featuring a cellular backup and continuous power supply via an internal LiPo battery. The device in question is the Appello SmartLife device. Despite receiving an email from LifeConnect24 confirming the device’s compatibility (see below) with fibre, there has been no resolution from your team. Online forums indicate that over 2.7 million people face similar issues.

I have researched the installation process and possess a technical understanding of the requirements. Based on this knowledge, I see no reason why the installation should not proceed as initially planned. Please show you care and help me out, I am sure a call from your office would get them round here in double quick time.

Yours sincerely
John Hippisley (Sky Customer)

This was the correspondence I received from LifeConnect24:

Customer ID: 

Dear Client,

I hope this email finds you well.

Your current alarm is the Smartlife digital alarm. This connects via mobile signal or your broadband connection and will not be affected by the digital switchover happening to the landlines.

If you have any questions, please contact our customer service team on

Kind regards,

Laura

Regardless of the legal requirement, others will also be in a similar position according to the alarm Company more than 2.7 million people in the UK will have to make the digital switchover by the end of 2027 as copper lines are removed, what will happen to them if BT Openreach continue their persecution of old and or disabled people? Most it appears have had no installation issues but many like me find themselves in a state of Limbo.

[johnHipp]

Addendum I have sent a copy of this to BT Openreach and to the head of BT as well as the head of Sky
Just in case you need their email address they are here.
Nick Lane is the CEO of BT Openreach

Diana Stong is the CEO of SkyGroup

Both are the CEO of the relevalnt suppliers

[Chrisee · Accepted solution]

@johnHipp I can understand your frustration which is caused by a restriction Openreach have put into place around the switch from analogue to digital voice lines. The orginal proposal was to make the switch from the old PSTN voice service to digital voice services by the end of this year.the Govenment have delayed this until 2027.although this switch is linked with the switch to full fibre it does not mean thst copper lines will be fully decommissioned as they will still be used to deliver broadband services. However it enables Openreach to close several thousand old telephone exchanges.

One of the reason for the delay was concern expressed in parliament about the resiliance of the service during power outages. The old analogue system carried sufficent voltage to allow the line to operate during power cuts the new ones simple cease working if the hub and ONT lose power. The fact some but no means all care alarms contain sims is known but given the widespread ignorance the decision was apparently taken to refuse to switch customers over to fibre if any alarm was present. There are separate issues around these embedded sims as the mobile networks are actively decommissioning the 3G network with plans to follow that with shutting down the 2G network. 

There are trials of possible solutions are ongoing  https://www.ispreview.co.uk/index.php/2024/12/openreach-expand-pilot-to-help-uk-telecare-users-switc...

I would expect you will be contacted by one of Sky's specialist support team who will offer whatever support they can. 

[johnHipp]

I decided the only option was to cancel my contract with LifeConnect24 return the alarm system to them, and then decide If I needed it going forward. I now have a confirmed installation date on 9th May, and have received a further Sky Connect package from Unipart this morning. I forwarded the confirmation of termination and receipt of goods to my handler and he confirmed all is good to install on the day. is there any value in the conversion kits as I now have a stock of 6 all unused, and maybe someone lese might like them?

[Chrisee]

@johnHipp given the kits are just a short ethernet cable there is no value.