Telecare device

[#1]

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@jab1 wrote:

I'm not a telecoms engineer, but I can tell ….

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Yes, it’s not at all difficult to tell. That was why I said “creatively over-cautious” and brought the KPI-strapped managers into it. My sarcasm about the installing organisation was showing.

[#2]

Purely coincidental that BT’s solution to a non-existent issue is a higher cost option,

[#3]

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@quelquod wrote:

…a non-existent issue…

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This is, of course, nonsense. Most customers are not like you, and very many are confused and are being frequently misled. The topic here was one well-informed person’s experience of an unnecessarily over-cautious installer.

[#4]

The topic here was one well-informed person’s experience of an unnecessarily over-cautious installer.

No. It was a conscientious installer following his employers instructions, as confirmed in the OP's initial post:

When the engineer arrived he told me he could not do the install as I had a telecare device and I should take it up with Plusnet.

I then called Plusnet who despite my trying to explain refused to complete my order and transferred me to BT.

[#5]

@Saxa 

When you do finally get a Full Fibre install I would hide all traces of your Telecare device before the engineer arrives.

Brian

[#6]

@bmc

 Thats what I intend to do, I wish I'd done it with Plusnet.

I've ordered from Youfibre which I understand is an altnet provider that has their own engineers, but my telecare device will be well out of sight just to be on the safe side.

Tom

[#7]

Hi @Saxa 

Welcome to our community. 

I'm sorry to read of the trouble you have had with your order, and that things haven't went smoothly.

I appreciate you have had some advice so far, but I've reached out to you by private message to see if I can help further. 

Lesley

[#8]

Hi just an update,

Lesley_W has investigated my problems with Plusnet.

Evidently the telecare status on the account means they are unable to progress a full fibre upgrade without a landline!

Also they are unable to change how the account is treated for the upgrade.

BT have also been mentioned again.

It would appear if you have ever had a telecare device Plusnet put a marker on your account and you will need a landline for life as they cannot remove it.

Unbelievable,

[#9]

It is totally unbelievable, @Saxa . Almost as if BT Group PLC have never heard of mobile data.😉

[#10]

@Saxa 

I've ordered from Youfibre which I understand is an altnet provider that has their own engineers, but my telecare device will be well out of sight just to be on the safe side.

As a matter of interest, did the Youfibre ordering process ask if a telecare device was present ?

It will be interesting to hear if/how the engineer checks during the install...

[#11]

@MisterW 

No they never mentioned it, but like I said it will be out of sight just to be on the safe side.

I'm still finding it hard to believe Plusnet can not remove the marker from my account.

Tom

[#12]

@Saxa 

No they never mentioned it,

Interesting, I would have thought they would need to ask 🙄 

I'd assumed that if they did you would have said there wasnt any telecare

I'm still finding it hard to believe Plusnet can not remove the marker from my account.

The problem is that, in general an ISP can't take the customers word that no telecare device using the landline exists. Yes some customers like yourself are competent to make that statement but many wont be!

So I think its more that BT group have decided that only specialist BT retail staff will have the necessary training to ask the correct questions and make a decision as to whether removing the landline will not affect a telecare.

So if Plusnet have reason (the marker being one) to suspect a telecare device (of any type) is present , then they simply refer the customer to BT

[#13]

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@MisterW wrote:

@Saxa 

So I think its more that BT group have decided that only specialist BT retail staff will have the necessary training to ask the correct questions and make a decision as to whether removing the landline will not affect a telecare.

So if Plusnet have reason (the marker being one) to suspect a telecare device (of any type) is present , then they simply refer the customer to BT

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who still say, even when the telecare device is demonstrably not connected to the telephone network - i.e. is connected to the mobile infrastructure - 'sorry, you have a telecare device, therefore you must use our non-standard VoIP system'.

[#14]

@MisterW 

I'd assumed that if they did you would have said there wasnt any telecare.

correct - as I put on my order with Plusnet " I dont use my landline for phone calls or a telecare device"

Tom

[#15]

@MisterW 

Out of interest,

What would you have done, just shrugged your shoulders and paid for a voip service you neither need or want?

Tom