I don’t really get spam/phishing calls. At least, not yet. This is possibly because I’ve never been in the phone directory, I have a landline that is, primarily there for my internet, and I am very tech savvy at blocking such calls on my mobile if I get them.
However, whenever I was round at my mum and dad’s their phone would regularly ring with phishing/spam calls. They would be annoying, and of course I registered them for the Telephone Preference Service but it didn’t seem to make much difference. Some of the calls were simply annoying “do you want double glazing” etc. Some so obviously scam calls as to be not a threat. But all meant my mum had to stop what she was doing and go and answer the phone.
The obvious thing is to to get an answerphone and screen calls. But here’s the thing. Getting a separate, mechanical answering machine that works with an existing phone and is not hugely expensive, is virtually impossible – I’ve tried. You can get integrated answering machines, with cordless phones, but this would mean a change of phone for my mum, which is okay, but the phones that come with integrated answer-machines tend to have small fiddly numbers; and my mum likes a corded phone so it can’t get lost/run out of charge.
BT’s Call Minder, which you access via your handset and is ‘remote’ is an option, but she didn’t like that as it’s too confusing for her. So an answer machine or an answering service wasn’t really an option. And anyway, a very sophisticated caller, such as she eventually came across, would have not been put off by such a device and they would have left a message, lending credibility to their call.
(Anyway I think even a fairly simple answering machine would have been frustrating for my mum to master and why make her feel crap about not being able to do something when she is so good at so many other things?)
Because, one day, my mum got a call of a very different kind. Very sophisticated, believable and distressing; I won’t go into the details here but, thankfully, at the last minute my mum pulled a blinder (you can take the girl out of Naples but…) and a very serious crisis was averted. (We reported it to Action Fraud.) But it got me thinking just how vulnerable some people are and I realised that something needed to be done. When I started telling people what had happened to my mum, the stories that came out were terrifying. I learned that someone I knew, with graduate parents (English their first language, quite unlike my mum), had been scammed of £5K. Then another similar story, and so it went on.
My mum is not tech savvy. If you need to feed fifteen people with one stick of celery and a tomato, she’s your woman. Her vigour, energy, hospitality and inventiveness is gob-smacking, but she is a technophobe. So whatever I did had to be low-tech at her end and the tech burden had to be mine alone. I also needed something I could monitor and tweak remotely. It was no use asking her to press button 1 to stop the last caller calling her again. She needed a phone, pretty much like her old phone, with buttons to press to dial someone.
This is what I did. It’s in two parts – the remote part and the actual phone.
First, BT launched something called BT Call Protect earlier this year. I knew about this but again though it would not work for my mum, but, with her permission I took over control of her account. It’s free, but you have to be a BT customer (your phone service may offer something similar) and how it works is that, once activated, it has a pre-set list of known spam numbers, these are automatically blocked. But there’s more.
You can see who’s calling via the website or a phone app, and you can VIP these numbers – and name them so you recognise them again when you next log on – or block them. So now my mum only has to make a rough note of the time someone called if it was a bad call and I can, via my computer or the BT app, forever more block that number.
You can also set it so that it blocks all, eg. with-held or international calls. And of course if you fall out with someone, you can put them from the VIP list to the Blocked list. Imagine the power.
With VIP numbers you can control which times someone can call you, so that, eg, you don’t get disturbed at night, or so that they can ring you 24/7 – you decide. Useful if you have a relative who keeps different hours to you or you don’t want to be disturbed at night.
All of this I can do remotely for her and with her knowledge.
If you block a number, it goes to junk voicemail (which you access via pressing 1572 on the handset although, see below, I eventually got my mum Call Minder so I access this for her now) so there’s s safety net there in case it does turn out to be genuine (there was one casualty which was a long-lost friend from Rome, but, thanks to this I was able to get her message and let her know and what’s more, VIP her number for future calls).
Since I did this my mum’s spam calls have dropped to: zero. So far.
Then there’s the phone. It was long overdue that she be able to see who is ringing her. I also wanted her to be able to access important numbers really easily.
I’ve mentioned before that I got a mobile phone for my aunt from Action on Hearing Loss (formerly RNID) so I turned to them for a phone for my mum and found this one.
It is really excellent and here’s why:
It has a caller display which lots of phones do (although they tend to be cordless) but with this one, you can tilt it up for maximum visibility and also change the contrast* – it displays the number and, if you’ve input the person into the phone’s phone book, their name will also show. (You need a subscription to a Caller Display service for this to work.)
*Someone visually impaired would still struggle to see this however, so look at the RNIB’s shop for phones for them.
The call buttons are large and illuminate when you pick up the phone.
There are four photo-buttons so you can either put people’s photos or write their name in LARGE TYPE. You programme these so that you can simply press them to dial someone but not only that: THEY ILLUMINATE WHEN THAT PERSON RINGS. Which is really like Thunderbirds!
I programmed as many numbers in as I could for my mum, no mean feat when you consider the size of our family. This you have to do with the phone in front of you but once done no further teccy-input necessary.
The phone plugs in and also needs 4 AAA batteries as back up. This it needs for the illumination/phone box storage features. It is otherwise a corded phone.
Although you can use the phone book to ring people – i.e. without having to manually press the number-keys, my mum doesn’t do this as she likes to use the number keys to ring people. There’s a volume control and also a boost in case someone is hard of hearing. So it’s packed with really useful features, but otherwise it’s a normal low-tech phone.
So now, as an added safe-guard, if my mum doesn’t recognise a number, she doesn’t have to pick it up. I’ve also put Call Minder on her line so that if she doesn’t pick up a call and it’s genuine, the people calling have the option of leaving her a message. I control this remotely for her by ringing into it once a day (you have to set a PIN on the actual phone, but once you’ve done this you can ring in remotely). I can also hear if any spam callers who have called and left a message or not left a message.
There are other options available for protecting vulnerable relatives, such as True Call Blocker, which has rave reviews and Fuss Free Phones, which sound like a great idea but would have involved too many changes for my mum.
Some other option may work for you. This is so far what’s worked for us. I did a lot of research to come to these conclusions and what is the point of it if it doesn’t also benefit others?
Thanks for sharing what you have learnt. My. Parents do get in a dither with nuisance calls. Doing this will be a constructive thing to help them.
Do it before something really big happens – I wish I had done something about it before but just kept putting it off. And the overall financial cost is small in comparison with what could happen. The phone is only £52.