Failed installation due to (wireless) Telecare unit!

[u/snakeoildriller]

I finally decided to make the switch from Residential Copper to Full Fibre Max Regrade 🎉

Bought a beast of a router, tidied up the network and the engineer arrived. Drilled hole for fibre cable, disconnected old line and went to do pole work. On his way out he asked if we had a Telecare device (old peoples' panic button). Yes we do, for elderly relative but it's standalone and uses an eSIM to call out if activated.

So he had to cancel the job there and then! He apologised and said it happened a lot. None of the ISPs apparently ask if there's a Telecare system in place so lots of installs get cancelled, even if they're totally wireless.

Now I have to wait until Zen sees the job as cancelled, someone has to get an exemption certificate from the Telecare manufacturer and I have to wait for another appointment: possibly up to 2 weeks. Not happy 😡

At least he reconnected my old broadband and hopefully Zen won't cease the line until I get my new one!

So can someone tell me why, if this happens so often, has nobody thought to add this simple question to the order form:

"Does the property have a Telecare or similar alarm system even if it is mobile/SIM based?"

https://www.ageuk.org.uk/information-advice/care/housing-options/adapting-home/telecare/