Households keeping an existing pendant or care alarm
Ask about the exact device before changing service. Ofcom advises people with care alarms and other devices connected to the phone line to tell their communications provider before the change.
Who needs to plan ahead
Homes without a dependable mobile-call fallback
Check what happens during a power cut as well as a network outage. BT says its Digital Voice Smart Hub needs power for calls, so the household’s voice and telecare arrangements need separate confirmation.
Households replacing an analogue-dependent alarm
Arrange a replacement through the telecare provider if the existing setup cannot be confirmed as compatible. The UK Government’s Telecare National Action Plan identifies analogue-dependent equipment as a concern during the digital phone switchover.
What to check before switching
Confirm the alarm’s connection and monitoring arrangements before choosing a voice service or additional equipment. Then establish how the agreed setup will work during an outage and who will install and test it.
| Concern | What to check | Who this matters to |
|---|---|---|
| Alarm compatibility | Give both providers the exact alarm model and connection method; confirm the proposed service and post-installation test. | If my alarm uses the phone line, I need confirmation that it will reach its monitoring service after the change. Around 42% of consumers put exact compatibility first. |
| Outage continuity | Ask which voice and alarm functions continue during a power cut or network outage, and for how long. | If I rely on the landline and cannot count on a mobile alternative, I need a plan for interruptions. Around 33% of consumers make continuity their primary concern. |
| Installation support | Confirm who supplies the required hub or adaptor and arrange a telecare-provider-approved connection and test. | If I need help moving from a wall-socket connection, I want the new setup tested before I rely on it. Around 25% of consumers put migration support first. |
Avoid these switching mistakes
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Buying a router or voice adaptor before checking the alarm
A phone port does not establish that a particular care alarm will communicate correctly. The UK Government’s Telecare National Action Plan identifies unreliable operation of analogue telecare on digital networks as a transition risk.
Record the alarm model and connection method, then obtain a compatible setup and testing plan from the telecare and communications providers before changing service.
If the current alarm cannot be used with the agreed service, replacement equipment or installation may be needed before the change.
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Assuming a battery backup keeps telecare working
BT says its Digital Voice hub needs power, while Virgin Media describes a separate emergency voice backup arrangement. Neither arrangement, on its own, confirms that a particular alarm will continue to reach its monitoring service.
Ask both providers what remains operational during a power cut, how long the backup lasts and whether the complete alarm connection has been approved and tested.
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Leaving the alarm on an old wall-socket connection
Virgin Media warns that equipment connected to its former landline wall socket will stop working after its digital voice switchover. The correct connection depends on the provider’s service and the alarm.
Agree any change to the alarm base unit’s connection with the telecare provider, follow the communications provider’s installation instructions and arrange an alarm test.
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Waiting for the wider network retirement date
Ofcom says BT planned to retire its old telephone network by 31 January 2027, but an individual provider may move a household earlier.
If you receive a switchover notice, ask for your service change date and agree compatibility and testing arrangements with both providers in advance.
Relevant communications providers
BT
BT’s Digital Voice service is an example of a provider-managed phone connection through a Smart Hub.
- BT provides guidance on its Digital Voice power and alarm procedures.
- BT says the Smart Hub needs power for calls. A backup arrangement does not establish compatibility with an individual alarm.
Virgin Media
Virgin Media offers digital voice over its broadband network and describes an Emergency Backup Line for eligible customers.
- Its provider guidance explains the change from a wall-socket phone connection and describes a mobile-network voice backup arrangement.
- Virgin Media says power or network disruption can affect connected telecare devices. Its voice backup does not confirm that a particular alarm will work.
Joybuy products for this decision
Related products coming soon.
Questions about digital landlines and telecare
Will my personal alarm work if it plugs into a new router?
A connection to the router does not confirm that the alarm will work with the new service. Ofcom advises households with care alarms or similar connected devices to tell their communications provider before the change; ask the telecare provider to confirm the exact setup and its test procedure.
What confirmation is needed before a planned digital-landline migration?
For non-voluntary migrations covered by the UK Government’s Public Switched Telephone Network Charter, communications providers commit not to move telecare users without confirmation from the provider, customer or telecare company that a compatible and functioning solution is in place. If you are changing provider voluntarily, seek the same practical confirmation before switching.
Will a router battery backup keep my alarm working in a power cut?
A battery backup alone cannot establish that your alarm will continue working. Confirm with both providers which equipment stays powered, whether the connection to the monitoring service remains available and how the full arrangement will be tested.
Can mobile backup replace my fixed telecare connection?
Use a mobile-based arrangement only if the telecare provider confirms that the specific alarm, local signal, power arrangements and monitoring setup are suitable. A communications provider’s emergency voice backup is not, by itself, approval for telecare use.
When should I prepare for the digital-landline change?
Prepare as soon as your communications provider gives you a migration date. Ofcom says BT planned to retire its old telephone network by 31 January 2027, but your own service change may happen earlier; confirm the date and alarm-testing plan with both providers.