Digital Landlines: Rural Communities

10:58:00

I remind hon. Members that it is up to the Member who is speaking whether they take an intervention. If any Member wants to speak in the debate, they must have got the agreement in advance of the Member in charge and the Minister. They cannot just get up and speak. They must have done that in advance, according to the rules that apply in this debate.

I beg to move, That this House has considered the impact of the switch to digital landlines on rural communities. It is good to see you in the chair, Mr Betts. You are correct that a 30-minute debate is normally a two-person debate. This subject has attracted more attention than is normally the case. I come at this from this from the perspective of my beautiful rural constituency, with places such as the Candovers and the Tisteds, Binsted and Buriton, Froxfield and Privett, Hawkley and East Meon, but the debate is deliberately is not entitled “East Hampshire”; it is entitled “Rural Communities”, because the impacts and the issues are much broader. Colleagues from all parts, possibly all four nations of the United Kingdom, with us today may therefore wish to intervene, and I have trimmed my remarks to make sure that colleagues can intervene—within reason, obviously—should they wish to. Analogue telephony will soon be no more. PSTN, the public switched telephone network, uses technology that is outdated, with copper wire infrastructure nearing the end of its life and spare parts becoming harder to source. Britain, like other places, will thus be digitising its phone network. What follows will in many ways be better—more resilient, more scalable and more flexible. The roll-out of VoIP, Voice over Internet Protocol—we sometimes hear different names such as Digital Voice—is an industry-led initiative, but some of the issues that we will be talking about today go beyond that. They are issues for our society and therefore for the regulator, and ultimately, they are issues for the Government.

The right hon. Member is right to highlight the issue. Although the technology is moving, for those of us in coastal and rural areas, the new digitalisation will cause problems where there is a dependence on landlines. If we have electricity cut-outs and storms, which we have had this last year, the system will not work. For those in rural and coastal areas, such as the right hon. Gentleman, myself and many others here, the problem is that it just does not work.

I hear him. The hon. Gentleman is right—I cannot claim coastal for my area, by the way, but I can claim rural. Telephony is a fundamental service, most acutely for contacting emergency services whenever that need arises, but there is also a broader question about people just being able to stay in touch. Although the word “voice” is often used, including in Voice over Internet Protocol, the telecoms network is also used for other connections, including medical devices and security alarms.

The right hon. Member might be aware that the all-party parliamentary group on digital communities, which I chair, produced a report this week on this very issue, where we urge the Government to take greater leadership in building awareness and ensuring that people are identified as vulnerable so that they can be helped in an emergency. Does he agree that the Government should look to take a greater leadership role in that area?

I am aware, and I do agree.

The right hon. Gentleman talks about vulnerable people. A constituent of mine, a widowed mother, lives in Westport with her son who has ME—indeed, she suffers from ME as well. Two weeks ago they were left without power and therefore without a phone. Had an emergency occurred during that time, they would have been. Does the right hon. Member agree about the serious risk that the rapid switch to digital landlines poses to more vulnerable residents in rural areas?

I do. It is a major infrastructure change and there are particular considerations around the elderly and the vulnerable. I have heard from many constituents who have shared their concerns about the switchover, mostly about fear of losing that means of contact during a power cut and not having a mobile phone signal to fall back on. Elderly people often speak of their phone—their landline, as we would call it—as their lifeline, not only for their health support, but to be able to be in touch with friends and family, their support network. One constituent who has had the changeover talks about having her landline cut off, in her words, and replaced with a battery phone, which she says is too bulky for her to carry around and which does not reach all parts of the house. Because she lives alone and is disabled, she has relied on having multiple phones in the house, including a landline extension in her bedroom. The new phone has to be placed on a charger overnight, and the charger is located in a room up steps that she struggles to reach, so she no longer has a phone within reach of her bed.

I spoke last week to one of my constituents, the daughter of a 99-year-old lady who was looking for her commode in the night. She pressed her personal alarm, but owing to Storm Darragh and the power cuts, nobody came, and very sadly she died in the dark. She was discovered after two days. Does the right hon. Member agree that Ofcom needs to have real teeth now to take account of that and force the communication companies either to put battery back-ups on the masts, or to ensure that constituents get the batteries on their phones to make sure that that never happens again?

First, my sympathies to the hon. Gentleman’s constituent’s family in that terrible case. I do agree, and those are points I will come on to. Identifying vulnerable users is vital; some will already be known to the communications providers, but the list of vulnerable customers is further expanded by data-sharing agreements with local authorities and housing associations. That is not a perfect process, and there is no complete picture of that user group, which leaves some elderly and disabled users exposed to non-voluntary migration. The previous Government did make important progress with the PSTN charter in 2023, with steps that the industry should take to protect vulnerable consumers and a pause on non-voluntary migrations unless a customer had not used their landline in the previous 12 months. That came after several incidents where medical alarms had failed to function on digital landlines, with tragic results. The March 2024 network operator charter, a voluntary agreement between the Government and the communications providers, aimed to ensure a smoother transition.

Llanerchindda—now that is a proper Welsh name, is it not?—farm guest house and self-catering cottages in Cynghordy, in the north of my constituency, recently contacted me with serious concerns about the digital switchover. It was one of many businesses to do so. Openreach has no plans to connect that area with commercial fibre delivery, so what are they expected to do? I have had discussions with the Minister about that, and I thank him for his time, but in reality, 3% of Caerfyrddin will never have fibre connectivity. Does the right hon. Member agree that the Government must take a more proactive role in the digital switchover, to ensure not only that our rural communities are connected, but that they are not neglected or disproportionately affected by this?

The hon. Lady is, of course, right. My constituency is not quite as rural as hers, but it is true that, while it sounds great when people talk about reaching 95%, 97% or 98% of households, hon. Members in this Chamber represent the 2%, the 3%, and the 5%, and we absolutely need a robust, reliable solution for them as well.

Large parts of the Bridgewater constituency lack both effective broadband and mobile signal. Does my hon. Friend agree that the Government should pause the switching-off of landlines until there is an effective technology that can be used in rural areas?

I absolutely agree with my hon. Friend that we need to find robust solutions.

I thank the right hon. Member for securing this debate on an important subject. Given the challenges that we have heard about, especially for those in rural areas such as my constituency, does the right hon. Member agree that it might be prudent in the switchover for at least one copper wire line to be left at a community building, perhaps a community or church hall so that, in the emergencies that we have been talking about, there is at least one place in a settlement?

I have heard that suggestion; it is interesting and something to be explored, but I do not think it is a substitute, particularly for elderly and infirm people who need that contact at home. My focus today, however, is not only on the elderly, infirm and the vulnerable; it is on anyone, because anyone can be vulnerable at some time. Anybody can need to dial 999, and anybody who lives in the sort of rural area that is prone to more frequent, sustained power cuts is someone we should be concerned about. Since we were born, we have all been used to the idea that, even if there is no power, we can still pick up the phone and be in touch. In emergencies, that landline can literally be a lifeline, but digital telephony needs its own power supply.

My right hon. Friend is making an excellent speech, and I congratulate him on raising this issue. During the recent storm that affected my constituency in the borders, many constituents who rely on the digital phone service could not contact the 999 service because not only do they not have a mobile phone signal, but the mobile phone masts were destroyed by the storm. Does he agree that there is an argument for greater resilience for the mobile phone network to deal with storms, and that the roll-out should not happen until the mobile phone network is more comprehensive in more rural areas such as mine and his?

My hon. Friend is absolutely right to identify the importance of network resilience as well as individual household connectivity—and, in a more general sense, to keep reminding us of the linkage between landline and mobile telephony. For so much of the country there is an assumption that if someone cannot get on the phone at home, they can still use a mobile phone. That just is not the case in some places, and certainly not in cases of storm damage.

The reality is that in rural and semi-rural areas such as Tatton, broadband is unreliable, poor and intermittent; when coupled with power cuts, there is no broadband whatsoever. We have heard about the needs of vulnerable people with medical devices. Does my right hon. Friend agree that there are rural businesses that need connection to the internet to pay for things online, and that they use a landline to dial for that automation?

I do recognise that, and hopefully I will be able to come on to it. While broadband and mobile connectivity have improved markedly in many areas, there is still a big gap between towns and rural areas. With electricity, the key point is that we have been having storms more frequently—and in our sorts of rural areas, with storms comes damage to powerlines.

In the relatively recent example of Storm Arwen, which had a huge impact on the north and north-east of Scotland, some communities were without power for in excess of a week because of the sheer number of trees that were down over power lines. The back-up generators for the mobile networks ran out of fuel because no one could get to them to refuel them. In most communities, there were at least some houses that still had a working landline, but there is a real fear among those communities about that happening again. Does the right hon. Member agree that that needs to be addressed?

Absolutely. I found it difficult to get reliable data for a local geographic area on the instances of power outages but, like the hon. Member, I can say from my personal experience, as well as from constituents’ reports, that in my constituency we do have power cuts—as we would call them in old language—that are frequent and can be of significant and sometimes long duration. In the last few years we have had power cuts of multiple days at a time. With the PSTN charter, the previous Government asked communications providers to work with Ofcom to provide solutions going beyond the minimum of one hour of continued uninterrupted access to emergency services in the event of a power outage. I understand that Vodafone is now providing back-ups with four to seven hours of usage time free of charge to vulnerable customers. I am grateful to Vodafone for letting me see that technology and to ask about it further. For other customers not on the vulnerable list, however, those back-ups come at the customer’s own cost. In September 2024, Ofcom issued updated resilience guidance setting an industry expectation that power back-ups for newly installed fixed network cabinets should last four hours. As I understand it, however, although the Government continue to encourage providers to go further for householders, the actual minimum requirement remains at just one hour. That is simply not nearly enough for people experiencing power cuts of the duration that we have been talking about. I have the following asks. There must be much greater awareness about the digital switchover, through a nationally led campaign, alongside the telecare national action plan. Some of the fears people have could be allayed through just understanding more about what will happen.

I congratulate the right hon. Member on getting so many interventions in. I completely agree with the need for better communication, and better industry-led communication in particular. Does he agree that communication between industry and those rural communities, such as Rochester, Otterburn and Byrness, is crucial to getting this right?

I agree entirely about the importance of communication. As my right hon. Friend the Member for Tatton (Esther McVey) said, it is important for businesses as well as vulnerable consumers to understand some of those implications. When we communicate things, we need to think about people who do not use the internet. Organisations like Citizens Advice could play an important role in that, along with local authorities. Government Departments need to work with each other to make this infrastructure transition work. The Department for Energy Security, Ofgem and the energy sector need to work hand in hand with the Minister and his Department, regulator and sector, because electricity and communication are no longer two separate utilities—one relies on the other. Crucially, communication providers must find a way for all customers in areas that have a high incidence of power cuts—especially those that do not have a good mobile signal either—to provide a decent power back-up without additional costs to them individually. Those costs should be considered part of the fixed costs of the network as a whole, not for that individual household. Given that I do not have that data, I cannot work out how many postcode areas that is, or how many individual homes, but it must be a manageable number, because from what the Department for Energy Security has told me in answers to written questions, we have one of the most reliable energy systems in the world. Therefore, presumably the number of homes getting significant numbers of power outages must be relatively small. My final ask to the Minister is: please do not say, “This is an industry-led programme”. Ultimately, it is for the Government to ensure that people are not totally cut off and can contact the emergency services in their hour of most pressing need.

11:16:00

It is a delight to see you in the Chair, Mr Betts, and to see so many Members take part in this debate. From the moment I was appointed as the Telecoms Minister, this issue has been the single thing that has kept me awake most at night. It is about very vulnerable people up and down the country, many of whom have absolutely no understanding of what PSTN might mean, how their telecare device works or whether it will work when a man or a woman comes to change the connection to their house, and so on. At the same time, on day one, I was made very aware by officials that the single biggest problem we have is that the copper network is simply becoming less and less reliable. Simply remaining with the old system will not work, because that will leave more people in danger, rather than fewer. The very first thing I did as a Minister was to rant in the office, “We are going to get everybody round the table to come to a better set of decisions.” It was preposterous to me that people were still selling telecare devices that would only work on an old analogue system, and would not work on the new system at all.

I will not give way for the moment; I want to make a few points first, if that is okay. It was also preposterous to me that still very few people had any understanding of what was happening in their own home and that most operators had no proper connection with a list of vulnerable patients or customers, despite the fact that local authorities, health boards and a whole series of other public sector bodies have precisely that information. As I said, the very first thing I did was to stamp my foot and we got everybody round the table—I think it was in July last year, and we had another meeting later in September. I was forceful with all the operators in this field. First, I wanted to make sure that every single local authority was written to and told that they must provide that list of vulnerable customers to the operators. They started saying things about GDPR and I said, “No, you know perfectly well that we are able to get round these issues for this specific purpose.” Secondly, I was trying to make sure that there was much greater resilience in the system—the point that several Members have made. Thirdly, of course the Ofcom rules say batteries only need to have one hour of back-up, but it is not just Vodafone that offers more than that; BT, KCOM and Zen Internet have all announced, following discussions I had with them back in September and November, that they will now have a battery power of between four and seven hours. Of course, that is not perfect—if there is a flood or something that will knock out the systems for several days—but that is when other resilience measures from local authorities really need to kick in. I have acted in all those different areas from the beginning. I say this as gently as I can to the former Minister, the right hon. Member for East Hampshire (Damian Hinds): the briefing that I had was that previous Ministers were utterly complacent in this area, and that is why I was determined to act.

The explanation that has been given is that the switchover is happening because of the poor condition of the copper, but has the Minister sought reassurances? Has there been a full investigation? I find it hard to believe that the copper is so bad that the switchover cannot be delayed. Will he go back and get assurances that it needs to be done?

It is a fact. We have to deal with the facts, I am afraid. It is a simple fact that the copper system is now failing on a daily basis.

Has the Minister got facts?

Yes, I have facts. I would be happy to write to the right hon. Lady if she would like me to. I remember that last July, my anxiety was that somebody would end up having a telecare device not working because of VoIP. Since that time, the number of failures has increased far more in relation to when copper has failed, rather than in relation to VoIP. That is the precise fact that we have to deal with. The former Minister, the right hon. Member for East Hampshire is right; it is an industry-led process and it always has been. We have to deal with the practicalities of the fact that the copper system is not going to last forever. The other former Minister over there, the right hon. Member for North East Cambridgeshire (Steve Barclay), is looking cross with me. I am not saying that the civil service briefed me to that effect.

You did say that.

I did not. I will finish my point. All of industry briefed me about that point—they were grateful because they said that everybody was, frankly, complacent about the issue until we came to power.

The Minister did say that. I welcome the fact that he has just corrected what he said. I think this is a debate in which everyone has a common purpose—particularly relating to the vulnerable and those with medical devices when there are storms and other crises—which is how we can arrive at a solution. Hopefully, we can work on that together. What came out of many of the interventions we have heard was a concern about gaps in data. For those of us who, as Ministers, have attended Cobra, one of the first things that is almost always found is a concern over the quality of data. In covid, we had to get the Information Commissioner to change the rules for the clinically extremely vulnerable because we did not have enough data. The Minister seemed to be saying that, having stamped his foot and intervened, he has fixed the data issue, but colleagues have been saying that they are concerned about data. Could he clarify—is he still concerned about gaps in data, or is he saying that the gaps in data have now been addressed? Could he also write to the Members attending the debate to confirm the data issue?

That was a long intervention and I am not sure what precise elements of data the right hon. Gentleman is referring to. What I am saying is that one of the things the operators needed to have was a full list of all vulnerable customers. It is never going to be 100% perfect, because there are some people who had telecare devices but have moved on to a different system, and so on, but in the main the people who know who their vulnerable customers are—those who might be relying, for instance, on a telecare or similar device—are local authorities and local health trusts or boards, or whatever the pattern may be in different parts of the United Kingdom. We have got to a place where 85% of local authorities are now reliably providing that information. I have not had any further complaints from the operators, but we keep on pressing the point with them. In November, we also introduced the non-voluntary migration checklist, which means that nobody will be moved from one system to another without having had a visit, without having had the system explained to them, and without it being made sure that the new telecare device, or whatever it may be, would work under the new system. That has substantially reduced the dangers that there may be to individuals. The right hon. Member for East Hampshire referred to the subject of working between Departments. We have been working closely with the Department of Health and Social Care, and that has led to the new telecare national action plan, which was announced a few weeks ago. That, too, was a result of the consultations that we started last July, September and November about trying to make sure that every person in the country who could be at risk because of an outage, an electricity failure, or the simple transition from one system to another, would be covered, and that they would have a system that worked as efficiently and effectively under VoIP as it would have done under the copper system. I do not think we have any choice about whether we transition from copper, because copper will simply not survive for the next five to 10 years. I am happy to write to the right hon. Member for Tatton (Esther McVey) on the specifics if she wants.

If there is a recognition that we need to switch from copper to broadband, then this plainly is another incentive to get broadband rolled out to the most remote rural areas. A councillor wrote to me to say: “As we only get 2MBs on a good day, adding the land line will reduce the signal to a point where our devices will not work”. These are people who are trying to work, earn money and pay taxes in rural areas. Does the Minister agree that, if we are going to scrap copper, we need to make sure that we have broadband?

There is a big point about broadband generally, and I will come to mobile because I think that several Members’ points have not been about PSTN at all today; they have been about mobile connectivity. That is an important issue of resilience as well. I could speak for the whole day about that, not least because of the reports today—I think in The Telegraph—that all of Ofcom’s previous announcements on mobile coverage are rather wide of the mark when it comes to what people are really able to achieve. The hon. Gentleman referred to 2 megabits per second; a telecare device will work on 0.5 megabits per second, so that is not the issue. The issue is whether someone has a router that has a back-up battery that will survive long enough if there is an electricity cut.

The Minister is right that the most vulnerable people must be at the very top of our list of concerns, but can I be really clear that this debate is not only about that group? It is about anybody who is cut off in a storm and may need to phone the emergency services, because anybody—they may not even be elderly—might have a medical emergency. That has not been getting enough attention in his remarks so far.

In truth, the advice I have had so far from the industry is that in the main in those kinds of instances, people would be using their mobile phone to—[Interruption.] Well, the right hon. Member for East Hampshire got cross with me when I was not listening to him earlier, so I will get cross with him back. There is a legitimate point here: how do we make sure that we have the resilience for mobile technology as well? The point that I have made many times is that Ofcom reports 97% coverage for all mobile operators in many constituencies, but we all know from our lived experiences that that simply is not true. I think that that is partly because its expectation of mobile coverage is 2 megabits per second, whereas to be able to do anything reliably, a mobile signal today needs 5 megabits per second. There are also still areas with notspots—where there is simply no mobile signal. In my own semi-rural constituency in the south Wales valleys, there are many areas like that. We need to make sure that the industry providing the mobile signal is able to deliver greater resilience in its masts. I am sure that other Members will have had the experience that I have had in my constituency, where people have set fire to masts because they believe that they do medical damage and things. If there is no mobile signal, people do not have any ability to make calls. The vast majority of people now do not rely on their home landlines to make emergency phone calls; they rely on mobiles.

Will the Minister give way? I know he is very short of time—

And therefore I am not, I am afraid, going to give way again.

Come on—it’s his debate.

All right. I will give way.

This may be the last thing in the debate, but it is important to say that in many of our constituencies, there are places where people cannot make a voice call on a mobile telephone indoors. That is what an elderly person would be trying to do. It is not about a data transaction; it is about being able to make a phone call.

That is literally the point that I made two sentences ago, so I am grateful to the right hon. Gentleman for reiterating it. The point is that we need to be able to get broadband to every single home in the country. We are working on Project Gigabit to deliver that as far as possible. I am aware—not least because I am a Welsh MP in Wales—that there are some places in the UK where it is going to be phenomenally difficult to get to every single home with gigabit-capable broadband. That is where other solutions, such as fixed mobile and potentially satellite, are going to have to come into play. We will need to develop new technology to—

Order. Motion lapsed (Standing Order No. 10(6)).

11:30:00