Telecare: analogue to digital switchover

Find out why and how telecare is changing.

Why is telecare changing? 

By 2025 telephone companies in the UK are switching off analogue telephone services and replacing it with digital internet protocol (IP) technology. Around for decades, analogue lines are now harder to maintain making them less reliable. Currently, we use the in-home analogue telephone line to connect telecare alarm calls to the SafetyNet alarm receiving centre.   

What's being done to prepare? 

We've a dedicated project team specifically tasked to safely transition our customers over to digital technology. We'll install a digital telecare alarm in the home which uses an inbuilt SIM to connect calls. We aim to fully complete the migration by 2023.

What if I am a new telecare customer? 

Customers new to telecare will be provided with a digitally ready unit that doesn't need to use the home telephone line. When the time comes, the unit will be remotely switched over to digital without any need to visit the home.

How will existing customers be affected?

Those currently using analogue telecare will be migrated using the same digitally ready unit. A migration plan is underway initially identifying those customers who've already changed over to digital via their telephone provider. Thereafter a migration plan will commence methodically installing units until all customers have a digitally ready unit.

Do I need to do anything?

If you're new to telecare or in the process of applying, tell us your supplier, type of telephone line you have and the in-home digital services you use. Digital is normally delivered via a router installed by the communication provider.

If you already use telecare services, let us know if you've recently changed, or are planning to move, to digital.

Questions about switching to digital telecare? 

Contact the Technology Enabled Care (TEC) team

Last modified on 3 June 2021

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