Stroke victim unable to dial 999 as BT cut landline

A 75-year-old man who suffered a stroke was unable to call 999 on his landline because it had been cut off during a digital upgrade of his phone service.

Graham and Jan Chapman, from Horsehay, Shropshire, spent two weeks without a landline - and it was only thanks to a mobile phone they were able to call an ambulance at all.

Graham, who spent a week in hospital, said the system for switching to a digital landline was "broken and not fit for purpose."

A BT spokesperson said they were "very sorry that the Chapmans' landline phone was not working," and that they have now "restored their service."

As part of a nationwide digital switchover, landline operators are switching all home phones in the UK to an internet-based connection instead of traditional, copper wire cables.

On 12 January, work began at the Chapmans' home - but engineers could not "make the connection" because they "hadn't got enough cable", Graham said.

"They went away, ensuring us that everything was working."

But later that week, Graham suffered his stroke.

"My wife tried to ring for an ambulance on 999 and discovered the phone line wasn't working," he said.

Despite having his medical episode, Graham was able to use his own mobile phone to call for an ambulance - before he spent a week in Telford's Princess Royal Hospital.

He has spent weeks trying to have the landline fixed - which he described as "absolutely terrible, frustrating", and "hasn't helped my recovery at all."

Jan described the moment she realised her husband was having a stroke.

"I felt really stressed out," she said, adding she "lifted the phone and it was completely dead."

"I thought at the time, and I still do, that it's the worst thing that's happened to me."

She added the stress of trying to get their landline fixed has ended up "taking more precedence than the stroke, because we're constantly trying to get hold of people".

For two weeks, the couple persisted in their efforts to have their landline restored.

"BT Openreach have failed miserably to do anything, despite numerous phone calls," Graham said.

The 75-year-old is also concerned other older people who rely on landlines could have a similar experience.

"I can foresee numerous elderly people who rely upon their landline being cut off completely," he said, adding he "can foresee deaths occurring because of it."

"I think it's absolutely scandalous," he added.

A spokesperson for BT said they were "very sorry that the Chapmans' landline phone was not working, following a broadband upgrade order".

They added that they "have restored their landline service and confirmed that all is working."

"The Chapmans will receive automatic compensation for the period they were unable to use their landline, and their complaint has been resolved."

Follow BBC Shropshire on BBC Sounds, Facebook, X and Instagram.