The replacement of the traditional analogue landline telephone network by a digital network – telephone via the internet – is currently under way across the UK. Called the “Digital Switchover”, it may be a concern for elderly parents and relatives with a personal alarm connected to their landline. They may have read about it in the media, and/or have received a letter from BT or their telecoms provider explaining that it’s happening in their area.
Following concerns raised by elderly customers in early pilot schemes, BT has announced that those in the following situations won’t be proactively switched over to the new system, called Digital Voice:
- older customers with a pendant alarm
- older customers with only a landline in use
- older customers with no mobile or mobile signal
- older customers who are registered with BT as vulnerable
Customers who fall into any of these categories should contact BT to ensure their data is up to date.
BT and all the telecoms providers (Sky, Virgin etc) have been engaging with alarm providers who will also need to upgrade their customers’ equipment to ensure that they have continuity of service.
A host of additional support and services will also be available including:
- The ability for customers to nominate a family member, friend or carer who will receive all the information about switching on their behalf.
- When vulnerable customers start to make the switch, they’ll automatically receive equipment and an engineer appointment.
- Their switch won’t go ahead until they have spoken to an advisor and booked an appointment.
For peace of mind in the event of a temporary power cut which will mean the digital network is unable to work, BT will provide additional support for those who need it most, including:
- Free battery back-up units for Digital Voice customers with additional needs, who identify as vulnerable and/or live in an area without mobile signal.
- Customers without additional needs can also choose to purchase a battery back-up unit.
- A hybrid phone that can switch to a mobile network and has an in-built battery for Digital Voice customers without a mobile phone.
These moves come as a result of concern early in the roll out process that some personal alarms currently connected to landlines may not work once the switchover has taken place. The switchover will not affect digital or mobile personal alarms as they do not rely on the traditional landline.
Our advice is if your parents or relatives with a personal alarm connected to a landline, have received notification that the digital switchover is imminent, to call both their telecoms provider (BT, Sky etc) AND their alarm provider.
Both will have information to help and procedures in place to support the switchover, and ensure that their alarm service continues uninterrupted.
We recommend that new customers order a digital alarm, instead of an analogue one, if they think that they will have it for over 6 months as a digital one will be truly futureproof.
Where and when is the Digital Switchover happening in the UK?
BT has announced its rollout plans for the Ditigal Switchover across the UK.
Following successful pilots in Salisbury (Wiltshire) and Mildenhall (Suffolk), the rollout has continued this summer in the East Midlands in July, Yorkshire and the Humber in August and Northern Ireland in September. The rest of the country is currently due to switchover as follows:
Autumn 2023
- North West
- London
Spring 2024
- West Midlands
- South East
- Wales
- East Anglia
Summer 2024
- North East
- Scotland
- South West
Customers will be contacted four weeks in advance of the Switchover in their area.
Why elderly people with personal alarms need to know about the Digital Switchover
In many cases, but it is not 100% certain for all situations, the analogue alarm will continue to work once it is transferred to the digital network. To ensure 100% continuity of service, options BT and the alarm provider will suggest include:
- Adding a small adaptor – called an Analogue Telephone Adaptor (ATA) which will connect an alarm to the digital network
- Switch/upgrade to a digital alarm which will work with the digital network
The provider will charge for either of these solutions. Your parents if they are a vulnerable customer for priority support from their telephone provider (BT, Sky, Virgin etc).
It is good news that BT etc have now put a plan in place to proactively support elderly people with a personal alarm.
The reason behind this support is that it is not 100% guaranteed that an analogue personal alarm definitely will work, even with the adapter, every time despite a great deal of testing . This is because of the way their “analogue” tone-based signal interacts with the new digital networks. As we say, they are nearly certain that every call will go through, but they just cannot be 100% certain. Digital alarms do not have this problem to deal with.
Which type of personal alarm might be affected by the digital switchover?
These are examples of simple analogue personal alarms that connect to a landline.
Which type of personal alarm won’t be affected by the digital switchover?
These are examples of digital and mobile personal alarms -which are unaffected by the digital switchover.
Concerns about power cuts and making emergency calls
The other concern regarding all personal digital alarms dependent upon the digital networks (NOT mobile alarms reliant on a mobile signal) and the switchover is what happens during a power cut when the digital router will not work because it is connected to the power source.
To avoid people being unable to summon help with their digital/digitally compatible alarms during such a time BT will now both offer/provide a backup battery power pack.
There are benefits of the digital switchover for personal alarm users including:
- Digital connectivity provides the opportunity for all kinds of innovations including different monitoring services around the home
- Improved call performance through shorter connection times to call centres, and better sound quality
- More choice on where the alarm is located in the home as it no longer needs to be close to a phone socket
Where to find more information for the switchover
You can find out more about the Digital Switchover by contacting your telecoms provider – eg BT, Virgin, EE, Sky or on the Ofcom website.
FAQs on the "Digital Switchover"
How will my parents/relatives know that the digital switchover is going to happen?
Your parents or relatives will receive a letter or email from BT or their telecoms provider to alert them to the forthcoming switchover.
Will my parents alarm still work after the switchover?
If your parents have an analogue alarm which is plugged in to their landline, there is a chance that it might not work. Our advice is to call their provider who can advise you/them on what to do.
What is the difference between a simple analogue alarm pendant and a digital alarm?
A simple analogue pendant alarm is plugged into the landline. It can only be used in the home or within max 100m of the home - because it uses the landline to connect to the call centre if the alarm is raised. A digital alarm works off wifi/the mobile network so can be used further afield from the home. It does not fix to the landline.
