A major change is underway for UK landlines, and if you or someone you love uses a telecare alarm, like an emergency pendant or a fall detector, it’s important to know how this affects you. We want to start by giving you the most important message: You will not be left without your lifeline. A huge, nationwide effort is in place to make sure every person who relies on these critical safety devices is supported through this transition.
By early 2027, the familiar copper landline network that has served homes for decades will be switched off and replaced with modern, digital phone technology. This is a necessary upgrade because the old system is becoming fragile and unreliable. The good news is that the new digital network is faster, clearer, and more reliable. The key is ensuring everything that connects to it, including telecare alarms, works seamlessly with the new technology.
Why This Matters for Your Safety
Your peace of mind is the top priority. An estimated two million people in the UK use telecare services, which are a vital connection to help in an emergency. The main goal of this entire switchover is to protect that connection.
If a telecare alarm designed for the old network is used on a new digital line without the proper setup, it might not work when needed. This isn’t a reason to panic, but it is a clear reason to act. The government, phone companies, and telecare providers are all working together on a clear plan with one rule: no one will be moved to a digital landline until it is confirmed their telecare service will keep working.
What You Should Do Now
Check your devices – if you have a telecare alarm connected to your telephone line, contact your landline provider. If you are a Careium customer, contact us to enquire about upgrades to digital. You can also check our blog post to see pictures of the type of unit you have.
Don’t worry, help is available if you’re unsure what to do. BT and Virgin Media have set up a Digital Phones Switchover website, where you can find lots of support and information on the switchover.
What’s Being Done to Protect You
You do not have to figure this out alone. Recognising the importance of a safe transition, BT is now introducing engineer-assisted migrations for all customers with telecare alarms. This is part of their ongoing commitment, aligned with the industry’s safety charter, to deliver a safe and supported transition.
Here is how it will work for you:
- You will be contacted by letter: BT will write to customers they have identified as having a telecare alarm, inviting them to book or confirm an appointment.
- A trained engineer will visit your home: The appointment will be carried out by an Openreach engineer who has received special training in telecare support.
- Your alarm will be set up and tested: The engineer will ensure your alarm’s base unit is correctly reconnected to the new Digital Voice service and, most importantly, will test it on the spot to confirm it is compatible and working perfectly.
This “Prove Telecare” service was successfully trialled with over 1,000 customers, all of whom were migrated with no disruption to their alarms. If an engineer finds an alarm is not compatible, they will not proceed. Instead, they will make sure the old service remains active so you are never left unprotected, and your provider will be notified to arrange a suitable replacement.
Your Simple Action Plan
While the system is designed to reach out to you, taking these steps will give you extra confidence and ensure nothing is missed:
- Don’t Wait for a Letter: If you use a telecare alarm, you can proactively contact your landline provider (like BT, Virgin Media, Sky, or TalkTalk) today. Tell them you have a telecare device. They can note your account and explain the next steps.
- Talk to Your Telecare Alarm Company: Reach out to the company that provides your alarm service like Careium. They can tell you if your specific equipment is already digitally ready or if it needs an upgrade.
- Prepare for the Engineer Visit: When it’s your turn to switch and an engineer visits, please show them where your telecare alarm is located. Stay while they test it to hear for yourself that the connection to the monitoring centre is successful.
- Spread the Word: If you have family, friends, or neighbours who might use these devices, especially if they are less comfortable with technology, please share this information with them. A simple conversation can be a great help.
An Important Note on Power
With the old landlines, your phone and alarm often worked during a power cut. Digital lines require your broadband router to be on. To address this, providers are offering free battery backup units to vulnerable customers. This backup power will keep your landline and compatible telecare alarm running for a time if the mains power goes out. When you speak to your provider, you can ask about getting one of these backups.
Final Reassurance
Change can be worrying, but this change is being handled with extreme care. A major national awareness campaign is running on TV, in newspapers, and in local communities to make sure everyone knows about it. The message from the government and every company involved is united: Your safety is non-negotiable.
This switchover is ultimately about building a more reliable telephone network for the future. By taking these simple steps, you can move to the new system with confidence, knowing your essential telecare service will continue to be your reliable lifeline for years to come.
For more information and support, you can visit the official national website or read our frequently asked questions.