Across the country, as analogue landlines reach the end of their service life, the digital switchover is underway. The digital technology comes with a promise to enhance connectivity, improve call quality and offer additional features such as video calls and instant messaging capabilities. By January 2027, all systems should be fully migrated to Internet Protocol platforms, marking the end of the traditional analogue phone network.
This comes as a major new campaign funded by BT and Virgin Media and backed by Government has been launched, urging the millions of telecare users in the UK – typically older and disabled people – as well as their support network to identify themselves so nobody gets overlooked.
Many local authorities and private telecare operators have already signed data-sharing agreements with landline providers to ensure that as many telecare users have been identified as possible. With over two thirds of landlines already migrated, the campaign acts as the final layer of protection to identify any additional users.
How does this affect care providers?
Care homes must establish and activate a reliable broadband and telephony service before the January 2027 deadline to avoid any phone service disruption that could cause interruptions to residents’ support and communication. Advanced Voice over Internet Protocol (VoIP) technology will mean that all voice calls will be transmitted over the internet rather than through the traditional analogue lines and a number of systems will be affected, including telecare systems, some door entry systems, fire alarms, intruder and lift alarms, CCTV, emergency red phones, EPOS machines and some electricity meters.
Care England said, ‘While the digital switchover may seem challenging, it also presents opportunities for care homes to enhance and improve their services. VoIP systems and cloud-based solutions offer streamlined administration, improve communication and enable the use of advanced telehealth and monitoring technologies which may not have been possible previously. New tools, such as video conferencing with doctors or remote patient monitoring, can greatly improve the level of care provided to residents. Also, the switchover may help with the wellbeing of residents who have additional ways of contacting relatives and their GP via video calls.’
It is vital that all care homes ensure their new digital systems adhere to data protection regulations, particularly the General Data Protection Regulation (GDPR), which is essential when managing sensitive resident information, including personal health records and other confidential data. Care homes will need to identify any analogue equipment and systems that may be connected to their telephone line and discuss the digital phone switchover with their non-telephone system/equipment suppliers to check whether their system will continue to work using a digital phone line.
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.’
Minister of State for Care, Stephen Kinnock, added, ‘Patient safety is our priority and by supporting this campaign we are making sure that no one will be put at risk by having to use unreliable devices. We are working with communication providers who are delivering the digital phone switchover to make sure no one falls through the cracks. BT and VMO2 are offering free advice as well as supported installations for vulnerable people. Modernising our telecoms infrastructure will make a world of difference for millions of people and help guarantee their safety.’
By January 2027, all UK landlines will switch from analogue to digital. For people who use telecare devices – like pendant alarms or fall detectors – this could mean those devices stop working unless action is taken. It could also affect nurse call systems, lift phones and fire alarms in care homes and sheltered housing. What care providers should do: Care homes, retirement villages, sheltered and supported housing need to check all their systems. This includes nurse call systems, lift phones and fire alarms – as well as personal systems that clients may have installed themselves in their own rooms. You may need to upgrade or replace existing systems and equipment which will take time. Back-up plans are essential. For example, digital lines will not work in a power cut – so update your business continuity plan to reflect this. People in their own homes should keep a mobile phone fully charged. Residential services should consider battery backups or 4G-enabled systems. Lastly, beware of scams. Criminals may use the switchover to trick people into sharing personal or bank details. Private home phone providers will never ask people to pay to switch to a digital phone line. Report any concerns and contact Action Fraud on 0300 123 2040. Katie Thorn, Project Lead, Digital Care Hub Email: [email protected] X: @DigitalCareHub
Lots of people may feel daunted by digital developments and are worried about the digital switchover, but landlines are not being phased out – it is the network that is being upgraded and services are changing. If you support an older person, there are a few important things to know about the digital switchover. Landline phone calls have been delivered through an analogue system using copper wires, but it is becoming old and difficult to maintain. The analogue system is being replaced with a digital system, which uses the internet to make and receive landline calls. Switching over will be straightforward for most, but some properties may need new equipment or support. If you support an older person who uses a telecare device, pendant alarm or burglar alarm, let the phone company know and check with the equipment provider to see whether it needs to be upgraded ahead of the switch. Telecare users with a pendant alarm must not be moved to the digital system until it is confirmed that the system is working properly and for those who are dependent on a landline the telephone provider must offer you a battery back-up unit or mobile phone for emergency calls free of charge. This is for use in the event of a black out. In most cases people will be able to keep the same number and handset. Telephone providers will contact people affected in advance to let them know when their system is changing and what needs to be done. In some cases, an engineer will need to visit to make changes. When the telephone provider contacts you, let them know if you have any questions or concerns. If you do not already have broadband, your network provider will supply the connection – so you should not face extra costs. If you are interested in learning more about the switch, or need extra support, Age UK can help. Visit www.ageuk.org.uk for more information or call our free Advice Line on 0800 678 1602. Caroline Abrahams, Charity Director, Age UK Email: [email protected] X: @ageukcampaigns