A 75-year-old stroke survivor from Shropshire faced a terrifying two-week period without access to emergency services after his BT landline was unexpectedly disconnected during the national digital switchover. Graham Chapman and his wife, Jan, residents of Horsehay, were plunged into vulnerability when their traditional phone line went dead while engineers attempted to upgrade their fibre broadband connection.
Emergency Call Crisis During Digital Transition
The Chapmans' ordeal began on January 12th when work commenced at their property to install fibre broadband. However, BT engineers encountered a critical problem: the necessary network infrastructure was not in place at their home, preventing the connection from being completed. This technical failure resulted in their landline being completely cut off, leaving them without a reliable means to contact emergency services.
Graham Chapman, who suffers from stroke-related health issues, was forced to rely on his mobile phone to call an ambulance during this period. He subsequently spent a week receiving treatment at Telford's Princess Royal Hospital. The stress of managing both his recovery and the telecommunications failure took a significant toll on the couple.
System Failure and Compensation
Jan Chapman described the profound impact of the situation, stating she felt 'really stressed out' when she discovered the phone was completely dead. She revealed that the anxiety of trying to restore their landline service ultimately 'took more precedence than the stroke' in their daily concerns. Graham expressed serious worries about other elderly residents who depend on landlines, warning: 'I can foresee numerous elderly people who rely upon their landline being cut off completely.'
BT has acknowledged the failure, with a spokesperson stating: 'We're very sorry that the Chapmans' landline phone was not working, following a broadband upgrade order.' The company confirmed they have restored the landline service and that the Chapmans will receive automatic compensation for the period they were without service. According to BT, the issue occurred because a fibre broadband order was cancelled, creating a record mismatch on their account.
Broader Concerns About Digital Migration
This incident highlights growing concerns about the nationwide transition from traditional copper-wire landlines to internet-based Digital Voice services. Landline operators across the UK are progressively switching every home phone to digital connections, which offer clearer, high-definition calls but depend on broadband infrastructure and power.
The Chapmans' experience echoes warnings from Helen Morgan, MP for North Shropshire and chair of the Digital Communities All-Party Parliamentary Group. In March 2023, she cautioned: 'The risk to life if residents are not safely migrated is real. A digital transformation project of this kind cannot be allowed to be led by industry operatives alone.'
Vulnerable Customers and Safety Measures
Telecommunications companies temporarily paused moving vulnerable customers to digital landlines in December 2023 following serious incidents where telecare devices stopped functioning. Helen Morgan emphasized that rural communities like North Shropshire face particular risks during prolonged power cuts, stating: 'Our residents deserve to know that they can always call for help in an emergency, whatever the weather.'
BT clarified that the Chapmans were already using Digital Voice before the incident, which had been functioning properly. Digital Voice represents the home phone service operating over broadband connections rather than traditional analogue networks. The company attributed the service disruption specifically to the failed broadband upgrade attempt at the property.
This case underscores the critical importance of ensuring robust safety nets and reliable communication systems for vulnerable residents during technological transitions. As the digital switchover continues across Britain, questions remain about how to protect those most dependent on traditional landline services for emergency contact.
