Do not replace a landline-connected personal alarm just because a new device is labelled digital. Ask the telecare provider whether the exact existing unit will work with the proposed connection: an approved adapter may allow it to stay, while an unsupported unit may need a provider-supported digital replacement or a suitable mobile-connected system. Tell the home-phone provider that telecare is in use, and check installation, monitoring and power-cut arrangements before the household's switch.
If a pendant or telecare unit uses the home phone line, its connection needs checking before that line moves to a digital service. Citizens Advice recommends asking the telecare provider whether the alarm will work with the proposed digital line.
Someone helping an alarm user can establish the household's switch date, ask who will install any equipment and arrange a test of the alarm after the change.
A digital landline depends on powered equipment. These households need to ask the home-phone provider what its backup powers and ask the telecare provider whether the complete alarm setup will work during an outage.
Start with approval for the existing alarm and connection, then consider a replacement route if the telecare provider cannot support that setup.
Choose when: The telecare provider approves the exact unit with the proposed digital-line equipment or a specified adapter.
Trade-off: Keeping familiar equipment still requires a test after migration; a general phone adapter alone does not establish monitored-alarm compatibility.
Choose when: The existing unit is analogue-only or its provider cannot approve a working arrangement for the digital line.
Trade-off: A digital connection specification does not establish compatibility with the intended monitoring service, pendant or installation.
Choose when: The supplying provider confirms that the exact device and monitored service suit the places where the alarm will be used.
Trade-off: This route avoids the fixed-line connection but requires checks of mobile coverage, charging and service arrangements.
| Concern | What to check | Who this matters to |
|---|---|---|
| Exact alarm compatibility | Ask the telecare provider to approve the unit, connection and monitoring arrangement. Arrange a functioning test after the switch. | If I already rely on a monitored pendant, I need its calls to reach the intended service after the line changes; around 36% of consumers put exact compatibility first. |
| Power-cut arrangements | Ask the home-phone provider what its backup powers, then check the complete outage setup with the telecare provider. | During a power cut, I need to know whether the alarm's connection can still operate; for around 29% of consumers, outage arrangements are the primary concern. |
| Installation and support | Confirm who installs the equipment, tests alarm calls and helps if the test fails. | If I cannot manage the change myself, I need someone to coordinate setup and testing; around 21% of consumers place that support first. |
| Ongoing service | Confirm what monitoring and connectivity are included, the service terms and who provides support. | Before changing equipment, I want to know who will monitor the alarm and maintain its connection; this is the leading need for around 14% of consumers. |
Citizens Advice advises checking the alarm with the telecare provider: the label alone cannot establish that the exact device and monitored connection will work together.
Give the telecare provider the existing unit details and proposed connection. Tell the home-phone provider telecare is in use, and arrange an alarm test after the change.
Ofcom says BT plans to retire its old landline network for services using BT Openreach by 31 January 2027; that is not a date for every household or other network.
Ask the home-phone provider which network serves the household and when its own service is due to change.
Ofcom warns that digital voice does not work in a power cut without specific backup. Backup for phone access does not, by itself, confirm that the telecare device and monitoring connection will operate.
Ask which equipment is powered during an outage and have the telecare provider assess the complete installed arrangement.
Backup for a router may leave another piece of equipment needed by the alarm without power.
Changing the device may also change how alarm calls reach a monitoring service and who supports the setup.
Before choosing equipment, confirm the intended monitoring arrangement, connectivity, installation and support responsibilities.
Tunstall offers the Lifeline Digital home telecare hub for digital connections.
Taking Care supplies personal alarms and supports customers preparing for the landline change.
Telecare24 presents a mobile-connected personal-alarm route alongside support for its existing customers changing from analogue connections.
Not necessarily. Ofcom says BT plans to retire its old landline network for services using BT Openreach by 31 January 2027, while other network operators have different or unset timetables. Ask the home-phone provider which network serves the household and for its own migration date.
Yes. Citizens Advice says you can ask the telecare provider whether the alarm will work with a digital phone line before a switch date is given. Tell the home-phone provider that telecare is in use, too.
A router backup alone does not establish that the personal alarm will work during a power cut. Ofcom warns that digital voice needs specific backup during an outage; ask what the home-phone provider's arrangement powers, then have the telecare provider check the alarm, connection equipment and monitoring route together.
Some local authorities provide telecare, according to GOV.UK. Ask the local adult social-care service whether an assessment and a suitable alarm arrangement are available for the household.