Important information about your lifeline

The UK’s telephone network is undergoing a major upgrade, which will result in changes to landline services. While households can still have landlines, the technology behind them will differ. The transition will be easy for most people, but some residents may require new equipment or assistance.

We understand some of our customers may be concerned about how the transition may affect their lifeline service, but there is no need to worry. We want to make you aware that this is happening, and you know what to do in case your telephone provider contacts you. It may be that your telephone service has already been upgraded; if this is the case, you do not need to do anything.

The digital switchover

What is the digital switchover? 

In the UK, the analogue telephone system we have used for many years is gradually replacing with a modern digital system. This is called the digital upgrade.

This is happening because the UK needs a digital telephone system to enable us all to use the latest technologies available to us all.

BT has announced that by the end of 2027, all analogue telephones will be upgraded to a digital system.  Phone companies have already started contacting customers to encourage them to upgrade their phone systems. This will involve your phone provider arranging for a telephone engineer to come to your home to install the new system.

Delta Wellbeing has been preparing for the switch for some time, making sure that all equipment and the company infrastructure are ready for the transition, having appointed CGI as its digital transformation partner to lead the digitisation of its telecare platform.

Why are the traditional landlines being taken away?

The transition from analogue to digital is essential because analogue technology is becoming outdated, and digital technology offers more benefits, such as increased reliability, better quality, and greater flexibility.

Digital technology also provides more efficient and cost-effective care, benefiting customers and users.

What exactly will be changing?

The digital switchover will mean that from 2027, customers will no longer be able to plug their landline phone into their socket on the wall, but it will be connected to a broadband router instead.

What do you need to do?

For most customers, you do not need to take any action. Instead, your telephone provider will contact you when the work is being carried out in your area. 
If you or someone you know has a lifeline alarm that connects to the telephone socket, you will need to let your telephone provider know that you use Technology Enabled Care so that it can be reconnected to the digital network using an Analogue Telephone Adapter (ATA). 

  • If your telephone provider contacts you to arrange a digital upgrade, ask them to put a marker on your account to ensure they are aware that you have a lifeline alarm service. 
  • Please also request a free of charge battery backup unit from your telephone provider as you currently have a lifeline alarm. 
  • If your telephone provider gives you a date for an engineer to come and upgrade the system, please contact us to we can update your account. 
  • When the engineer comes, make sure that they are aware that you use a lifeline unit at home and the installation cannot be completed until a successful alarm test call has taken place following the digital upgrade. 


Customers who use any of the following equipment DO NOT need to take any action, as these devices are not connected to your telephone landline: 

  • Smart hub 
  • Tunstall Go
  • Care assist pager system
  • CPR Guardians


Important information about the battery backup

The battery backup will provide one hour of service in your router in the event of a mains power failure. Due to this, telephony companies advise you to have an alternative way of communicating in case of an emergency in these circumstances, such as a mobile phone.

If you have further questions about the digital switchover, please email or call 0300 333 2222. 

Please click on the links below for further information from the main UK telephone providers.