Helping Mum, Dad or a relative with the digital landline switch

Some people use a landline mainly for family calls. Others depend on it for doctors, care providers, a pendant alarm or emergency contact because mobile coverage is poor. Write down every use before discussing a replacement service. The safest migration plan is based on what must keep working.

A digital home phone normally uses a broadband connection. If broadband is already present, ask the provider how the phone will connect to the existing router. If the person has never used broadband, explain that a digital voice service may still use broadband technology even if they do not intend to browse the internet.

Do not assume a pendant or lifeline is simply another telephone. Find the provider name and model if possible, then contact the telecare company. Known telecare users should have a compatible, functioning solution confirmed before migration from the analogue line.

Explain that digital phone equipment needs electricity. Ask whether the person has a usable mobile phone and reliable signal. If not, tell the telecom provider that the landline may be needed for emergency calls so the correct resilience solution can be considered.

For many older customers, the phone number has been shared for decades. Make number retention a clear requirement at the start of the order. Do not cancel the old line yourself while a transfer is being arranged.

A relative can help with research and equipment, but the provider may need permission from the account holder before discussing private account information or making changes. Ask what nominated-person or accessibility arrangements are available. Never ask the customer to share banking passwords, one-time passcodes or unnecessary sensitive information.