We know how important your lifeline service is in helping you stay safe, independent and connected to support when you need it.
The UK’s old analogue telephone network is being replaced with a new digital network that will use broadband or mobile networks; this is known as the digital switchover.
The old analogue network is due to be completely switched off by January 2027, and it will affect everyone who has a landline, including those with telecare devices such as a lifeline.
We are working closely with telephone providers and telecare partners to help support our customers through this change.
What do you need to do?
Most customers do not need to do anything right now.
Our TEC team has been actively replacing all analogue equipment in the community for some time.
Your telephone provider will contact you when they are ready to upgrade services in your area.
If you use a lifeline alarm that connects to your telephone socket, please tell your telephone provider so there is no disruption to your service, and your alarm continues to work correctly after the upgrade.
If your telephone provider contacts you:
If your provider contacts you about moving to a digital phone service, please:
Tell them you use a lifeline service
Ask them to add a note or marker to your account to show that you use telecare equipment
Confirm any appointment they offer
Respond promptly if they ask for additional information
Request a free battery backup unit
Taking action early will help make your switch as smooth as possible.
Before your upgrade appointment
If your telephone provider gives you a date for an engineer visit, please let us know so that we can update your records and provide any advice you may need.
On the day of installation
When the engineer arrives, please make sure that they know you use a lifeline alarm and they carry out a successful alarm test call after the upgrade work has been completed
This will help confirm that your lifeline service is working correctly on the new digital network.
Important information about battery backups
When your service is upgraded, your telephone provider can provide a battery backup unit free of charge for customers who use a lifeline alarm.
The battery backup will keep your router working for up to one hour during a power cut.
Telephone providers still recommend having another way of contacting emergency services or family members if needed, such as a mobile phone.
How your lifeline may work during a power cut
Many lifeline devices have a back-up battery, which means they will continue to work for a period of time during a power cut. Some devices can also switch to a mobile network if broadband is unavailable and there is a suitable mobile signal.
If you're not sure what type of equipment you have, or how it would work during a power cut, please get in touch. We'll be happy to check and advise you.
We're here to support you
We understand that changes to technology can sometimes feel worrying. Our team is here to help answer any questions and support you throughout the digital switchover.
If you would like more information, please contact us:
📞 0300 333 2222
Together, we can make sure you remain safe, connected and supported throughout the digital switchover.