Telecare and personal alarms give many people the confidence to live independently. A pendant or wrist button, a fall detector or a smoke alarm linked to a monitoring centre can bring help quickly when it is needed. Many of these alarms have traditionally used the home phone line. As the UK moves landlines from old copper wires to digital connections, it is worth taking a few simple steps to make sure the alarm keeps doing its job.
This guide explains the risks calmly, the protections that are in place, and the questions to ask.
Why the move to digital matters for alarms
The old analogue phone network, known as the PSTN, is being retired. Ofcom has confirmed that Openreach lines are due to move to digital by 31 January 2027. A digital landline carries calls over broadband instead of a copper line.
Older telecare alarms were designed for analogue lines. Some send their signals in a way that does not always pass reliably over a digital connection. Ofcom says on its future of landline calls page that telecare alarms might not work properly on a digital landline. That is why it is so important to check rather than assume.
There is also the question of power. An analogue line carried its own electricity from the exchange. A digital line relies on the router and fibre equipment in your home having mains power, so an alarm that connects through them may stop if the power goes off.
The protections in place
The industry and government have recognised these risks. The original switch off target was December 2025, but BT moved it to the end of January 2027 partly to protect vulnerable and telecare customers, as ISPreview reported in May 2024.
In December 2023, BT, Sky, Virgin Media O2 and TalkTalk signed a charter with the government. They committed to no forced migrations until protections were in place, and to not moving any telecare user without a working solution, according to ISPreview's report on the charter. The government publishes its updates in the PSTN collection on GOV.UK.
These commitments help, but they work best when providers know an alarm is there. The single most useful thing you can do is tell people.
Questions to ask your alarm provider
Your alarm provider might be your local council, a housing association, a care company or a private firm. Their contact details are often on a sticker on the alarm base unit. Ask them:
- Will my alarm work on a digital landline, or does it need replacing with a digital model?
- Does my alarm use the phone line, the broadband, a mobile SIM or a mix of these?
- Does the alarm unit have its own battery, and how long does it last?
- What happens to the alarm in a power cut, or if the broadband stops working?
- Can you test the alarm after my line has changed, and how do I arrange that?
Questions to ask your phone provider
Whoever provides your landline should also know about the alarm. Ask them:
- When is my line due to change, and will you contact me first?
- Can you record that someone here relies on a telecare alarm?
- What free power cut solution do you offer for customers who depend on their landline?
- Can someone I trust, such as a relative or carer, speak to you on my behalf?
The free power cut solution
Ofcom requires providers of phone services over broadband to offer customers who depend on their landline at least one solution, free of charge, that gives at least one hour of access to emergency services during a power cut. This applies, for example, if you have a telecare alarm, have no mobile phone, or cannot get a mobile signal at home.
The solution is often a battery backup unit for the router, or a mobile phone or hybrid phone that works without mains power. Ask your provider what they offer. A charged mobile phone remains a sensible extra precaution for the household. Our power cuts and 999 page has more practical tips.
Helping a relative
If you look after a parent or relative with an alarm, you can make a real difference by helping them through these steps. With their permission, you can contact the alarm provider and the phone provider together, be present on the day the line changes, and press the alarm button to test it afterwards. Ask the monitoring centre to confirm the test call came through.
How Cyber Fibre helps
Cyber Fibre provides full fibre home broadband and one VoIP phone line that you can add to it, keeping your existing number if you wish. If someone at your address has a telecare or personal alarm, please tell us.
- Tell us at checkout. When you order online, you can tick a box on the details step to say that someone relies on a landline or alarm. You do not need to explain why.
- We call you. Our Sunderland team will phone you before your installation to talk through your alarm, power cuts and anything that would make the day easier.
- Extra support. We can speak to someone you trust, give you more time, and contact you in the way you prefer. Our extra help page explains more.
Please also contact your alarm provider before your switch so they can check the equipment and test it once your new service is live.
Talk to us first
If you are thinking about full fibre and someone in your home uses an alarm, we are happy to talk it through before you order. Check your address to see what is available, or call us on 0191 543 3432 and we will take things at your pace.