The UK is moving toward a digital age. All UK telephone lines will be upgraded from analogue landlines to a digital connection by the end of December 2025 (in exceptional circumstances this may be delayed until 2027). You may have seen this referred to as ‘The Digital Switchover’
What is the Digital Switchover?
The Government in conjunction with the telecoms regulator Ofcom agreed to upgrade current landline networks to a ‘Digital Voice’ standard in 2017. This was due to existing technology being outdated and difficult to maintain.
How may this affect the person I care for?
The switchover between old and new lines is straightforward for most people and they are be able to keep their existing telephone number. When the new service becomes available in the area the person you care for lives their landline provider (e.g. BT, Sky) will contact them to book an appointment for completing the work. For most people, this switchover involves a new cable being installed into their property and any existing equipment (telephone and broadband) unplugged from the old line and plugged into the new. This is normally a a quick and simple process.
Why are you telling me as a family carer?
Certain services need a landline to operate effectively. These could include:
- Telecare services (e.g. pendant alarms for falls, personal alarm)
- Burglar alarms
- Fire alarms that link to services
Most will continue to work on the new landline, but some older devices may not work correctly.
Telephone and broadband landline providers will soon/may have started sending emails and letters out to their customers regarding the need to switch to a digital. This may arrive with the bill or as a separate letter/email.
If the person you care for has an alarm service they should get in touch with the landline provider as soon as this letter/email is received. They should be able to delay the switchover until later in the rollout, allowing additional time to contact the alarm provider to confirm that it will work with the new landline, or what alternative options are available to them. Once they have confirmed that the alarm device will work they can update the landline provider and agree when the work might be undertaken.
What if I am worried about the service for the person I care for?
Ofcom has worked with landline providers to ensure the change doesn’t put vulnerable people at risk. The landline providers agreed a charter with Ofcom committing not to switch people to a digital network unless they are protected. If you believe the person you care for is vulnerable or depends on a landline, you should notify their network provider so that they can support them.
What effect will the change have during power cuts?
The new digital system relies on electricity from a household electrical socket, so does not work during a power cut. A mobile phone can be used as a ‘back-up’ for getting in touch with people so checking the mobile phone signal in various areas of the person you care for’s home would be sensible. This ensures they can make a call should they need to, for example from their bed. They may wish to change mobile phone provider if another service has better signal in their area.
If they live somewhere where they rely on their landline as there is a poor mobile signal from all networks then the landline provider will offer them a ‘resilience solution’ to make sure they can still make emergency calls during a power outage.
Ofcom rules for landline suppliers currently state they only need to ensure access to emergency calls for 1 hour, although most landline providers are providing solutions which will last on stand-by for up to 8 hours.
Be aware of scams
Unfortunately there are people trying to take advantage of the digital switchover. Scammers may call the person you care for claiming they need to hand over bank details as part of the switchover, or they will be disconnected. The digital switchover is free of charge, and network providers, councils and their care alarm providers and contractors will NEVER ask for personal or financial information over the phone. If you believe you have come across a scam or any fraudulent activity, please report it to Action Fraud on 0300 123 2040.
Where can I find out more information about the switchover?
More information can be found at:
