For Graham Chapman, a 75-year-old stroke survivor, the unthinkable nearly happened when he found himself unable to call 999 during a medical emergency.
His landline — the phone he relied on most — had suddenly gone silent, right when he needed it.
Two Weeks Cut Off in Rural Shropshire
Graham and his wife Jan, who live in Horsehay, Shropshire, were left without a working landline for almost two weeks.
The problem started after engineers began work to upgrade their fibre broadband, part of the nationwide move away from old copper phone lines.
Somewhere during that process, the Chapmans’ landline was cut off completely.
A Stroke and a Close Call
Despite recently suffering a stroke, Graham managed to call an ambulance using his mobile phone — a piece of luck that may have saved his life.
He was taken to Princess Royal Hospital in Telford, where he spent a week recovering.
But the experience left him shaken and angry.
He described the system as “not fit for purpose,” especially for older people who depend heavily on landlines for emergencies.
Stress That Wouldn’t Go Away
While Graham focused on recovering, Jan found herself fighting a different battle — trying to get their phone service restored.
She said the stress of dealing with the issue ended up overshadowing the health scare itself.
“I picked up the phone and it was completely dead,” she said.
“At the time, and even now, I still think it’s the worst thing that’s happened to me.”
Fears for Other Elderly Residents
Graham worries that his experience could easily be repeated elsewhere, particularly among elderly people who don’t use mobile phones or live in areas with poor signal.
“I can see countless older people suddenly being cut off completely,” he said, warning that the consequences could be far more serious next time.
A Bigger Problem With Digital Switchovers
Across the UK, landline providers are replacing traditional phone lines with internet-based systems known as Digital Voice.
While the technology promises clearer calls, critics argue the rollout has exposed dangerous gaps — especially in rural communities.
In December 2023, telecoms companies paused forcing vulnerable customers onto digital landlines after serious incidents where medical alert systems failed.
Political Warnings Already Raised
North Shropshire MP Helen Morgan had already sounded the alarm last year, warning that rushed digital migration could put lives at risk.
She stressed that residents in rural areas are especially vulnerable during long power cuts or network outages.
“Our residents deserve to know they can always call for help in an emergency,” she said.
BT Explains What Went Wrong
BT has apologised to the Chapmans, confirming their landline service has now been fully restored.
According to the company, the issue occurred after a fibre broadband order was cancelled, leaving a mismatch on the account that stopped the phone line from working.
Engineers were unable to complete the broadband upgrade because the necessary infrastructure wasn’t in place at the property.
Compensation and Questions That Remain
BT says the Chapmans were already using Digital Voice and that it had been working before the issue.
The company confirmed the couple will receive automatic compensation for the period they were without service and said the complaint has been resolved.
But for Graham and Jan, the bigger question still hangs in the air — how many people could be left helpless the next time a phone line quietly goes dead?
What Comes Next
As the UK presses ahead with its digital switchover, pressure is growing on telecoms providers and regulators to make sure no one is left unable to call for help when it matters most.
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