Digital Landlines: Rural Communities

Damian Hinds Excerpts

Wednesday 2nd April 2025 Westminster Hall

[Mr Clive Betts (in the Chair)]

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.

[Damian Hinds (East Hampshire) (Con)]

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 PSTN, the public switched telephone network, uses technology that is outdated, with copper wire infrastructure nearing the end of its life and spare parts becoming harder to source.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.

[Jim Shannon (Strangford) (DUP)]

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.

[Damian Hinds]

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.

[Helen Morgan (North Shropshire) (LD)]

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?

[Damian Hinds]

I am aware, and I do agree.

[Sarah Dyke (Glastonbury and Somerton) (LD)]

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?

[Damian Hinds]

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.

[Ben Maguire (North Cornwall) (LD)]

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?

[Damian Hinds]

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.

[Ann Davies (Caerfyrddin) (PC)]

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?

[Damian Hinds]

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.

[Sir Ashley Fox (Bridgwater) (Con)]

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?

[Damian Hinds]

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

[David Smith (North Northumberland) (Lab)]

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?

[Damian Hinds]

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.

[John Lamont (Berwickshire, Roxburgh and Selkirk) (Con)]

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?

[Damian Hinds]

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.

[Esther McVey (Tatton) (Con)]

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?

[Damian Hinds]

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.

[Graham Leadbitter (Moray West, Nairn and Strathspey) (SNP)]

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?

[Damian Hinds]

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.

[Joe Morris (Hexham) (Lab)]

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?

[Damian Hinds]

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.

--- Later in debate ---

[Chris Bryant]

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.

[Damian Hinds]

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.

[Chris Bryant]

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.

[Damian Hinds]

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

[Chris Bryant]

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

[Chris Bryant]

All right. I will give way.

[Damian Hinds]

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.

[Chris Bryant]

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—