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Interactive draft for compliance review. Nothing is saved or emailed. Live pricing, eligibility rules and orders are unchanged. Use example information only.

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.

Product being quoted: Solo Broadband

Pendants and alarms are safety-critical

If present or uncertain, record the details and refer to Netify. A customer’s assurance of digital compatibility is not clearance to proceed. Do not change or cease an affected service until the safety review is complete.

01 · Pendants & telecare

Potential danger to life

A 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.

Does anyone use a care pendant, personal alarm or telecare device at this address?

02 · Alarm & monitoring lines

Potential danger to life

An 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.

Are any fire, security or monitored alarms connected at this address?

03 · Other services & customer understanding

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.

Does the customer use any of these other services?
Does the customer need additional support or have circumstances that could make this change unsafe?

Ask sensitively. Record the support needed, not medical diagnoses. A Yes answer is a review flag, not automatic exclusion.

Can the customer clearly explain back what they are buying and how their existing services may change?

04 · Confirm & preview the admin handoff

Complete every answer and acknowledgement. No answers are preselected.

Answer every question, add details for flagged or uncertain answers and complete the acknowledgements to continue.