The Great British Switch Off: Do you have vulnerable customers or users?

If you’ve been following our updates on the Great British Switch Off, you’re probably aware by now that the PSTN (Public Switched Telephone Network) is about to be retired.

The big switch off date will come in 2025, but things will really start moving from 2023, with the sale of copper services ceasing from exchanges across the country.

In the run up to the switch off we’ll be providing you with lots of information to help you make a smooth transition to the all-IP digital lines that will replace those old copper services, so there’s no need to panic about what to do or when – we’ll guide you through the process, helping you choose the replacement services that are best for your business.

But what about vulnerable customers?

If you’ve been following the news closely however, you’ll no doubt have also heard about some of the potential difficulties that vulnerable customers might face during the transition.

That’s why it’s important to consider right now whether you or any of your users would be considered vulnerable.

Now, if your perception of a ‘vulnerable’ customer is one in need of additional help and support – for example with communication, sight or mobility – you’d be absolutely right. And it is important at all times to make extra provisions for those users.

But the definition of a vulnerable customer – especially in the context of the Great British Switch Off – is much farther reaching.

With the PSTN switch off, any users who require a service that plugs into an existing analogue wall socket (master socket), that would not be immediately transferrable to a digital service, are considered vulnerable.

That means internet-dependent devices like POS card machines, lift alarms (and telecoms), door entry systems, CCTV, and healthcare equipment could all leave their users vulnerable during the transition.

It is likely that much of the equipment you are connecting will not be affected, but it is important to be aware of the risks and to consider your next steps should you discover an incompatibility.

Other devices like the alarms and telecoms systems used in lifts are likely to be incompatible, but your supplier should already have plans in place for the switch off – we’d recommend having a chat with them about it and how they’re planning to help you through the transition.

For lots more on taking care of vulnerable customers and users, and everything else to do with the Great British Switch Off, visit our dedicated resource page here.