Telecare users urged to contact landline providers ahead of switchover

Telecare users, and their loved ones, are being urged to get in touch with their landline provider ahead of the digital switchover.

The UK Government wants to ensure all vulnerable landline customers make themselves known to their provider so they can be fully supported.

Users of lifesaving alarms will be able to access free support, including free engineer home visits to ensure their equipment remains working after their line is switched.

Support for vulnerable users

Working with leading telecoms providers BT and Virgin Media, the UK Government is today rolling out a campaign to ensure all vulnerable telecare users receive the support they need during the digital switchover.

There are two million vulnerable people relying on lifesaving telecare alarms in the UK, and they are being urged to contact their telecoms provider to make themselves known.

Once aware, telecoms providers, like BT and Virgin Media, can provide additional and free support to vulnerable users while they are being switched from analogue to digital services.

The support being made available includes free engineer home visits to check and ensure telecare alarm systems continue working after a line is switched to digital.

Vulnerable users will also be provided with a free battery back-up device to keep their landline working during a power cut.

The awareness campaign, available below, simply alerts any telecare user to phone their telecom provider to make them aware so the right support can be provided to them.

Telecoms Minister, Sir Chris Bryant, said, "We cannot afford to leave anyone behind during the vital transition to digital landlines.

"I have personally set a strict checklist of safeguards for industry to comply with before they migrate any telecare user.

"This industry-led campaign marks a further step towards keeping people safe as we boost the resilience of our networks for the digital age.

"I urge anyone with a telecare alarm - or anyone close to a user of a telecare alarm - to pick up the phone and contact their provider to access the help that's available."

Digital switchover

While the digital switchover has now been pushed back to complete only by January 2027, over two thirds of landlines have already been upgraded.

However, there are many customers with devices reliant on the old analogue, PSTN, system, including telecare devices, alarm systems and door entry systems, which also need upgrading to continue working with a new digital line.

Back in March 2024, and again in November 2024, telecoms providers and the Government agreed to a set of principles to ensure vulnerable users would be protected during the switchover.

These included checking if customers have telecare devices before migrating their services, and also, not to migrate a known telecare user without ensuring their device was compatible with digital first.

While telecoms companies have also been tasked with identifying these customers, including by carrying out checks with local authorities, this new campaign aims to reach a total of 95% of UK adults and 98% of over 65s to prompt vulnerable users to self-identify as well.

Virgin Media, who have already established a dedicated customer care team for such issues, commented via their Chief Operations Officer, Rob Orr, who said, "This major new campaign marks a significant moment where two industry leaders have come together to raise awareness of the digital landline switchover.

"With traditional analogue landlines becoming less and less reliable, the programme is essential step to safeguard services for the future. Inaction would mean putting services at risk.

"Our message is clear: if you or someone you know use a telecare alarm, pick up the phone and talk to your provider. Let us know, and we'll support you every step of the way.".