Changes to telephone services - Support available for Denbighshire residents

Denbighshire residents, particularly those living in rural areas, are being encouraged to seek advice if they are unsure about changes to their telephone services as the UK moves away from traditional landlines towards internet-based telephone systems.

The changes mean that traditional telephone services using copper cables are being switched off, with providers moving customers to digital telephone services that use an internet connection to make and receive calls.

For many households, particularly those with a fast fibre broadband connection, the change should be straightforward. However, residents with slower or unreliable internet connections may receive confusing or conflicting information from their telephone and internet service providers (ISPs) about what the changes mean for them.

Under Ofcom rules, providers must follow certain requirements when moving customers to digital telephone services. These include ensuring that customers are not left without a telephone service, providing additional protection for people who are classed as vulnerable, and continuing to make social tariffs available to eligible customers on low incomes or receiving certain benefits, such as Universal Credit.

Another important consideration is what happens during a power cut. Traditional landlines generally receive power through the telephone network, but digital telephone services rely on electricity to power the router and other equipment. This means that, without a suitable backup power supply, a digital phone may not work during a power cut.

Residents who are concerned about their telephone service, have received confusing information from their provider or are unsure whether their internet connection is suitable for the change are encouraged to seek advice before making decisions about their service.

Philip Burrows, Denbighshire County Council’s Digital and New Technologies Officer, is available to help residents understand the changes, explore their options and find out where to access further information.

Councillor Huw Hilditch-Roberts, Deputy Leader and Lead Member for Education & Children, Welsh Language, Culture and Heritage, said:

“We know that changes to telephone services can be confusing, particularly for people living in rural areas where internet connections may not always be reliable.

“It is important that residents understand what these changes mean for them and know where to turn if they have concerns. While the move to digital telephone services will be straightforward for many households, it is important that people who may be affected by poor connectivity, power cuts or other issues get the right advice and support.

“If you are unsure about any information you have received from your telephone or internet provider, or simply want to understand your options, please get in touch with our Digital and New Technologies Officer, Philip Burrows, who will be happy to help.”

Residents can contact Philip by emailing philip.burrows@denbighshire.gov.uk.