Customer safety checks
Ask the customer every question below and record their answers. Check for pendants, alarms and other services that could be affected by the proposed order. Do not assume a broadband-only order leaves the existing telephone line unchanged.
Even if the customer tells you that their services are compatible with digital lines, you must notify Netify so that we can inform BT.
Solo Broadband does not include telephone service
Solo services provide broadband only and do not include a digital phone line. They will not port an existing phone number, provide a new phone number, or allow telephone calls to be made.
01 · Pendants & telecare
Potential danger to lifeA pendant may be someone’s only way to summon help. Changing or ceasing its telephone connection could prevent an emergency call from reaching the monitoring centre.
Ask the customer
“Does anyone here use a care pendant, personal alarm or device that calls for help? Please tell me even if it has its own connection or you have been told it works with digital services.”
Ask about every person who relies on the service, not just the person placing the order.
02 · Alarm & monitoring lines
Potential danger to lifeAn alarm may stop reaching its monitoring centre if its connection is changed or ceased. Fire and other emergency alarms can be life-critical.
Ask the customer
“Do you have a fire, security or monitored alarm that uses a telephone or broadband connection? Please include dedicated alarm lines, even if you believe the alarm is digitally compatible.”
Include alarm panels, monitoring connections and any dedicated alarm telephone line.
03 · Other services
Record these for review. Presence alone does not establish compatibility or eligibility for any product.
Ask about: Lift emergency phone, Door-entry system, PDQ / card payment machine, EPOS / Oyster machine, MAG bell / external bell, Wired extensions / switchboard, Featureline Standard, Existing Cloud Phone / Cloud Voice.