A 95-year-old customer found himself unexpectedly cut off from his landline when his phone service was switched to Digital Voice without his knowledge. This incident occurred following a visit to an EE store, where he sought assistance with a mobile phone issue. Telecom firms have agreed to delay the transfer of the most vulnerable customers to ensure they are not negatively affected, yet this individual faced significant distress due to the unexpected change.
The elderly gentleman's landline ceased functioning two weeks after returning from respite care, leaving him unable to communicate effectively. EE is currently investigating the cause of the unrequested switchover, which took place during his visit to their store. As part of the resolution process, EE informed him that he may need to accept a new phone number to restore his service fully.
“We’re extremely sorry that the customer’s experience has fallen short of the high expectation we set for all of our customers,” said a spokesperson for EE.
The Digital Voice project aims to transition the existing analogue network to an internet-based service, with plans to switch off the old copper network by January 2027. The initiative is gaining momentum, raising concerns that more customers may encounter similar disruptions.
Despite the initial inconvenience, EE has managed to restore the man's original phone number. Under regulations set by Ofcom, telecom providers must compensate customers whose services remain disrupted for more than two working days. This measure ensures accountability and provides a safety net for those affected by such transitions.
The situation underscores the importance of communication and consideration for vulnerable customers as digital transformation progresses. While technology advancements offer numerous benefits, they must align with the needs and circumstances of all users.