Telecare, personal alarms and the digital landline switch
Telecare deserves a separate plan from an ordinary telephone. A home-phone call failing is inconvenient; a safety alarm failing can be dangerous. Government and industry charters therefore place specific protections around known telecare customers during the move away from the PSTN.
The short answer
If a personal alarm or telecare device uses your old phone line, do not migrate it by assumption. Tell both providers and confirm that the alarm has a compatible, functioning solution before the analogue service is removed.
What counts as telecare?
Telecare can include pendant alarms, lifeline units, fall detectors, monitored emergency buttons and other devices that connect a person to a monitoring centre. Some older units communicate using the analogue telephone line. Newer systems may use mobile or IP connectivity instead.
Do not assume an analogue alarm will work on VoIP
Some devices may work through a digital voice adapter while others need reconfiguration or replacement. The only safe answer comes from the telecare provider or equipment supplier. Ask them to confirm the exact model and the connection method that will be used after migration.
Known telecare customers have specific migration protections
The 2026 network-operator charter says known telecare customers should not be migrated to digital landline service without confirmation that a compatible and functioning telecare solution is in place. Communications-provider commitments similarly emphasise protecting vulnerable customers and telecare users during migration.
Tell the telecom provider before the order changes
Do not wait until the installation appointment. When discussing a new broadband or digital home-phone service, say clearly that a telecare device is connected. Give the device supplier a chance to inspect, replace or reconfigure the unit and arrange any test call required by the monitoring centre.
Power resilience must be considered too
Even a compatible digital telecare solution may depend on mains-powered networking equipment. Ask how the alarm communicates during a power cut and whether it has its own battery or mobile backup. The telecom provider's backup arrangement and the telecare device's backup arrangement are separate questions.
A safe sequence for families and carers
First identify the telecare provider and device. Second tell the telecom provider about it. Third obtain written or recorded confirmation of the migration plan. Fourth arrange installation or equipment replacement. Fifth complete the provider's test procedure before the old connection is withdrawn. Keep emergency contact details available throughout the change.
FAQs
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Written by OCCTA Telecom Team. Reviewed by OCCTA Compliance and Product Team. Published ; last reviewed .
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