The short version. Care alarms, telecare pendants, fall detectors, monitored security alarms, and lift emergency phones are the most safety-critical devices in any UK home undergoing a broadband switch or facing the PSTN switch-off scheduled for 31 January 2027. Many of these devices were originally designed for the analogue copper voice line and need specific attention before any change to your phone or broadband service. The good news in 2026: the major UK telecare providers (Tunstall, Careium, Chubb Community Care, plus regional council-operated services and consumer-direct providers) have all developed mobile-connected or IP-connected alternatives ahead of the PSTN switch-off, and the major broadband retailers (BT, Sky, Virgin Media O2, EE, TalkTalk, Vodafone, Plusnet) provide free battery backup units (BBUs) to vulnerable customers as part of their digital voice migration programmes.
The PSTN switch-off matters here more than anywhere else. The UK BT-led copper voice network (the Public Switched Telephone Network, PSTN) is being retired on 31 January 2027. Every UK home phone service that currently uses copper voice will be migrated to a digital voice product (VoIP routed through the broadband router) by that date. For households with a copper-line care alarm or telecare pendant, this is not a routine technical change; it is a safety-critical event that requires the alarm itself to be upgraded to a mobile-connected or IP-connected device before the migration. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migrations during the digital voice rollout; the regulator is actively enforcing protections for households in exactly this situation.
The decision sequence we recommend. First, identify every device in the home that connects to a phone socket or that has a phone number associated with its monitoring service. Second, contact the device or telecare service provider BEFORE any broadband switch or accepting a digital voice migration; ask specifically whether the device works on digital voice (VoIP) or whether an upgrade is required. Third, where an upgrade is required, schedule it BEFORE the broadband or phone change; do not proceed with the broadband change while the alarm is still on the legacy line. Fourth, register the household with the broadband retailer's vulnerable customer programme (BT Consumer-First, Sky Accessibility, Virgin Media Accessibility, EE Accessibility) so the protections including free battery backup units operate. Fifth, after any device upgrade, test the alarm explicitly using the provider's "test the alarm" function; confirm the monitoring centre receives the alert before considering the work complete. Sixth, plan a follow-up alarm test 1 to 2 weeks and 3 months after the broadband or phone change to confirm long-term reliability.
The single most common safety problem we see is a care alarm that stops working because the underlying copper line was changed without the device being upgraded first. Speak to the alarm or telecare provider before any broadband or phone change.
Modern care alarms typically use a mobile data SIM with their own battery rather than the copper line. These work regardless of broadband, regardless of mains power for hours, and are the recommended pre-PSTN-switch-off upgrade path.
BT, Sky, Virgin Media, EE, TalkTalk, Vodafone, Plusnet all provide free battery backup units (BBUs) to vulnerable customers during the digital voice migration. Register on the vulnerable customer programme to access this.
Use the alarm provider's "test the alarm" function before the switch, immediately after the switch, at 1 to 2 weeks, and at 3 months. Confirm the monitoring centre receives the alert each time. Testing is the only way to be sure.
Compare current standard broadband deals at the household's address, or read our companion guide for family helpers supporting elderly relatives through broadband decisions, social tariffs, and the digital voice migration.
Compare deals at the postcode Family helper guideUK telecare and alarm households face a structural change in 2026 that fundamentally affects how their safety-critical devices operate. Understanding the change in plain terms helps household members, family helpers, and local-authority care teams make sound decisions before any broadband or phone service change.
First, the underlying technology is migrating from copper to digital. The UK Public Switched Telephone Network (PSTN) is the legacy copper voice network that has carried home phone calls for decades and that almost all older telecare alarms use to call the monitoring centre when triggered. The PSTN is being retired on 31 January 2027. Voice services move to digital voice (VoIP) products routed through your broadband router; care alarms that depend on the copper voice signalling must either be upgraded to a mobile-connected or IP-connected version, or be specifically certified compatible with digital voice on a verified analogue-telephone-adapter pathway. The migration is happening across the UK in waves through 2026 and into early 2027; some households have already been migrated, others are awaiting their migration date.
Second, the population using telecare is sizeable and disproportionately vulnerable. Approximately 1.7 million UK households use a telecare service of some kind per Technology Enabled Care Services Association (TSA) estimates, including pendant alarms, fall detectors, monitored smoke and carbon monoxide alarms, GPS trackers, and similar devices. These households are concentrated among older adults, adults with disabilities, and adults with long-term health conditions. This is exactly the demographic for which a service interruption in the alarm has the greatest real-world consequence; the migration warrants more care than a routine broadband switch.
Third, most major UK telecare providers have completed or are actively progressing the digital migration of their installed base. Tunstall Healthcare (UK market leader; supplies Lifeline-branded systems to many local authorities), Careium (large UK telecare provider; formerly known as DorroLifeline), Chubb Community Care, Lifeline 24 (consumer-direct), Taking Care (Age UK partner), Buddi (mobile and GPS pendant focus), Mindme (GPS tracker), and many smaller and council-operated services have all developed mobile-connected or IP-connected alternatives to traditional analogue-line alarms. The transition pace varies by provider and region; some local authorities have proactively replaced all analogue alarms in their service catchment, others wait for individual customers to request the upgrade.
Fourth, the broadband retailer protections are real but require activation. Each major UK broadband retailer operates a vulnerable customer programme (BT Consumer-First, Sky Accessibility, Virgin Media Accessibility, EE Accessibility, TalkTalk vulnerable customer support, Vodafone Accessibility services, Plusnet within BT Group). Registration is free, requires only the household member's consent, and unlocks meaningful additional protections including pre-migration calls with vulnerable-customer specialists, free battery backup units (BBUs) for the broadband router during digital voice migration, care alarm provider engagement, and dedicated support routes. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migration during the digital voice rollout; the regulator is actively enforcing these protections post the BT Digital Voice rollout pause of 2023 and the strengthened safeguards adopted in 2024.
Fifth, the wider regulatory and policy framework is robust. Ofcom General Conditions C5 sets specific vulnerable consumer protections. The TSA (Technology Enabled Care Services Association) operates the TEC Quality Standards Framework which sets industry standards for telecare service quality including the digital migration. The Department of Health and Social Care has issued guidance for local authorities on managing the PSTN migration for telecare service users. GOV.UK provides public guidance on landline migration to digital technologies. These layers of protection mean that, in 2026, a UK household with telecare or care alarms that engages with the proper routes (telecare provider, broadband retailer's vulnerable customer programme, local authority adult social care where applicable) is well supported through the migration; the rare service interruptions occur where households are not aware of the protections or do not engage with them in advance.
The cumulative effect is that telecare and alarm compatibility during a broadband switch or PSTN migration is a manageable, well-supported process in 2026 when handled with appropriate care. This guide walks through the practical steps for households, family helpers, and local-authority care teams to handle it well.
Before any broadband switch or accepting any digital voice migration, run the safety-led audit below. Five steps, one evening's effort, prevents the most common safety problem we see in telecare-and-broadband decisions: a care alarm or telecare pendant that stops working because the underlying copper line was changed without the device being upgraded first.
Step 1: identify every line-dependent device in the home. Walk through the property and list every device that meets any of these criteria. Connects to a phone wall socket via a cable. Has a phone number associated with its monitoring service. Is described in its setup paperwork as "calling out" or "dialling" a monitoring centre. Includes a telephone-jack-style port (RJ11) for a phone line connection. Common items include care alarms, telecare pendants and base units, fall detectors, monitored smoke alarms, monitored carbon monoxide alarms, monitored security alarms, lift emergency phones (in flats), some older medical monitoring devices, fax machines (rare in 2026 but still in some home offices), older payment terminals (in mixed-use home-and-business properties).
Step 2: contact each device or service provider. For every device identified in Step 1, contact the provider directly and ask the explicit question: "Is this device compatible with digital voice service over a broadband router, or does it require an upgrade before the PSTN switch-off in January 2027?" Use the exact phrasing; this is the question that triggers the right response from the provider's customer service team. Record the answer in writing (email, web chat transcript, or written confirmation following a phone call). Where the answer is "yes, compatible", ask for written confirmation in case of any service issue later. Where the answer is "no, requires upgrade", ask about the upgrade pathway, the cost, the timeline, and whether the upgrade can be scheduled before any broadband change.
Step 3: register the household on the broadband retailer's vulnerable customer programme. Whether the household currently has a copper-line alarm, a mobile-connected alarm, or no alarm at all, registration is the right move because the wider protections (priority repair, adapted communications, flexible payment, free battery backup units) all attach to the registration rather than to specific device circumstances. Process: call the retailer's main customer service number, ask specifically to be added to the vulnerable customer register or accessibility programme, answer the few questions the retailer asks about relevant circumstances. Registration takes effect immediately and unlocks the additional protections going forward. Whole process takes 5 to 10 minutes per retailer.
Step 4: schedule any required device upgrade BEFORE any broadband change. Where Step 2 identified that a device requires an upgrade, do not initiate the broadband change until the device upgrade is complete and verified. This is the single most important sequence point in the whole process. Many households make the mistake of switching broadband first and then dealing with the alarm; this leaves a window during which the alarm may not work. The correct sequence is: device upgrade first, broadband change second. Where the device upgrade involves an engineer visit, schedule it 2 to 4 weeks before any planned broadband change to allow time for testing.
Step 5: maintain a redundant emergency contact route for the duration. Even with all other safeguards in place, ensure the household has a charged mobile phone reachable, with airtime if pay-as-you-go, throughout any period when the broadband or alarm setup is changing. This is the universal fallback for emergency calling regardless of any temporary issue with the alarm or the home phone service. For older relatives living alone or for households where capacity concerns exist, family helpers should consider being physically present or available by phone during the actual broadband change day and the immediately following 24 to 48 hours.
This safety-led baseline takes one evening to research, plus the follow-up calls and visit scheduling. The cost is modest in time and zero in money for the registrations themselves. The benefit is the elimination of the most common safety risk in UK telecare-and-broadband decisions. Do not skip these five steps.
UK telecare and alarm devices fall into several distinct categories. Understanding which category your household device sits in is the foundation for understanding whether it works with digital voice and what the upgrade pathway looks like.
Category 1: dispersed alarm with pendant (the most common UK consumer telecare). A base unit sits in the home (typically in the hallway or living room) plugged into a wall power socket and either a phone wall socket (analogue version) or a router via Ethernet/Wi-Fi or via its own mobile data SIM (digital version). The household member wears a wrist-strap or neck-pendant button. Pressing the button alerts a 24/7 monitoring centre that calls family contacts or emergency services as appropriate. This is the "Lifeline" or "Tunstall" or "Careium" type system most UK older-relative households know. Analogue versions need replacement; modern versions work fine.
Category 2: fall detector. Similar to Category 1 but with automatic activation if a fall is detected by the device's accelerometer. May be wrist-worn, neck-worn, or attached to a belt. Useful for households where the user may be unable to press the pendant button after a fall. Same digital-migration considerations as Category 1; the fall detection logic is local to the device, but the alert call uses the same underlying signalling.
Category 3: GPS tracker pendant. Mobile-connected from the start; has its own SIM and battery; operates anywhere there is mobile signal rather than being tied to a base unit at home. Useful for users with dementia who may wander, or for active users who want personal alarm coverage outside the home. Examples: Buddi, Mindme. These products do not depend on broadband or copper voice and are unaffected by the PSTN switch-off; they continue to work as long as the user keeps the device charged and the SIM stays active.
Category 4: monitored smoke alarm or carbon monoxide alarm. Mains-powered or battery-powered alarm units that, in addition to local sounding, send an alert to a monitoring centre when triggered. Older versions used the copper voice line; modern versions use mobile data SIMs or the home Wi-Fi. Important for households where the alarm needs to summon help from a monitoring centre rather than just sound locally (e.g. lone older residents, households with hearing impairment).
Category 5: monitored security alarm (intruder alarm with central monitoring). Home alarm systems that, when triggered, dial out to a Central Monitoring Station (CMS) which then contacts the home, the police, or a key-holder service. Older systems use a "dialler" connected to the copper voice line; modern systems use IP, mobile, or RF signalling. See the dedicated security alarm section below for detail.
Category 6: lift emergency phone (in flats and shared buildings). Required by Building Regulations Part M and lift safety standards (BS EN 81-28). A two-way emergency phone in the lift car connecting to a 24/7 monitored response service. Older lift phones use the copper voice line; newer installations use IP or GSM/mobile. Building owners are responsible for ensuring lift emergency phones work after the PSTN switch-off; flat residents should check their building management company has a plan.
Category 7: home-monitoring of medical devices. Some older home-based medical monitoring (older blood pressure monitors with telephone uploads, glucose meters with periodic uploads, some pacemaker-monitoring equipment) used the copper voice line for periodic uploads to GP or specialist systems. Modern medical monitoring typically uses mobile data, broadband Wi-Fi, or smartphone Bluetooth pairing. Users with older medical monitoring equipment should check with the prescribing clinician about the upgrade path; in many cases the equipment provider arranges the change as part of routine clinical care.
The UK telecare market is structured around a small number of large providers operating in business-to-business mode (typically supplying local authorities, housing associations, and care providers) plus several consumer-direct brands. Understanding which provider operates the household's alarm helps locate the correct contact for the upgrade conversation.
| Provider | Operating model | Digital migration position in 2026 |
|---|---|---|
| Tunstall Healthcare | UK market leader; supplies to most local authorities and housing associations under various brand names including Lifeline. Indirect-to-consumer. | Lifeline Digital range (Lifeline Vi, Smart Hub) launched as the digital migration product; mobile-connected and IP-connected variants. Local authorities procuring through Tunstall typically replacing analogue stock through 2025-2027. |
| Careium (formerly DorroLifeline) | Large UK telecare provider; supplies to local authorities and housing associations plus consumer-direct via local authority partnerships. | Digital alarm range available; migration of installed base ongoing through 2026 alongside local authority procurement cycles. |
| Chubb Community Care | Care alarm and telecare service from Chubb Fire and Security; supplies local authorities and housing associations. | Digital migration ongoing; mobile-connected alarms standard for new installations. |
| Lifeline 24 | Consumer-direct UK telecare provider; sells personal alarms directly to households and family helpers. | Mobile-connected alarms standard; analogue-line products being phased out. Quoted upgrade path for existing customers. |
| Taking Care | Consumer-direct UK telecare provider; partnership with Age UK for trusted-brand referrals. | Mobile-connected and IP-connected products standard; migration of any remaining analogue stock through 2026. |
| Buddi | Consumer-direct UK telecare provider with a mobile/GPS pendant focus; works anywhere there is mobile signal. | Always mobile-connected; unaffected by the PSTN switch-off. |
| Mindme | Consumer-direct UK GPS tracker provider; pendant and watch options. | Always mobile-connected; unaffected by the PSTN switch-off. |
| Local authority direct services | Many UK local authorities operate telecare services directly or through local partners (e.g. council-branded "Lifeline" or equivalent service). Eligibility typically based on assessed need and may be free or at cost depending on local policy. | Migration progress varies by authority; some authorities have already completed migration of all analogue alarms in their service catchment, others are still progressing. Contact your local authority adult social care team for the position in your area. |
How to identify which provider operates your alarm. Look for branding on the base unit (typically a logo or company name on the front). Check the paperwork from when the alarm was installed (manuals, contract, monitoring centre details). Look at any sticker on the underside or back of the base unit; many alarms display the monitoring centre phone number and provider name. If the alarm came through a local authority service (which is the case for most older relatives in the UK), contact the local authority adult social care team rather than the provider directly; the local authority manages the service relationship.
What to do where the provider is unclear. Contact the local authority adult social care team in the area where the alarm is installed. They can typically identify the alarm and the service provider from their records, especially if the alarm was supplied through a council-managed telecare service. Age UK (free advice line 0800 678 1602) can also help identify alarms and their providers in cases where the local authority does not have records. Citizens Advice can help with contractual or billing questions about telecare services.
Understanding the difference between analogue and digital telecare in practical terms helps make informed decisions about upgrading. The technical details matter because they determine what works after the PSTN switch-off and what does not.
Analogue telecare. The base unit connects to a wall phone socket via a standard phone cable. When the user presses the pendant, the base unit dials the monitoring centre using the same copper voice line that carries household phone calls. The signalling between the base unit and the monitoring centre uses tones (similar to old fax machines) carried over the voice channel. This works reliably on a healthy copper line; it works less reliably or not at all on digital voice (VoIP) because the tone-based signalling can be distorted or stripped by the digital encoding. Analogue alarms include the great majority of UK telecare devices installed before approximately 2018-2020.
Digital telecare with TSA Code-of-Practice compliance. Modern alarms designed specifically to work with digital voice or with their own data connection use protocols designed for digital networks (rather than the legacy tone-based signalling). The TSA (Technology Enabled Care Services Association) operates a Code of Practice for digital telecare that specifies the protocols and quality standards. Devices certified to the Code of Practice work reliably on digital voice and are the standard for new UK telecare installations from 2024 onward.
Why the migration matters in practical terms. An analogue alarm on a copper voice line works as designed. An analogue alarm on a digital voice service may work, may fail intermittently, or may fail entirely; the behaviour is not always predictable and can change with router firmware updates. This is why "we have not noticed a problem" is not a reliable signal that the alarm will continue to work; an alarm that has not yet been triggered post-migration may not work when actually needed. The conservative position is: if the alarm was installed before 2020 and has not been upgraded since, treat it as analogue and upgrade before any broadband or phone service change.
The intermediate option: analogue telephone adapter (ATA) with verified compatibility. Some UK retailers and telecare providers have certified specific analogue alarms as compatible with digital voice via a verified analogue telephone adapter (ATA) connection. In this configuration, the analogue alarm plugs into an ATA which converts the analogue signalling to digital protocols compatible with the broadband router. This is a valid intermediate option for households where outright replacement is impractical (e.g. older user resistant to change, complex monitoring service relationship, council procurement timing). However, the ATA-on-analogue path is the less robust option and should be considered a stopgap rather than a long-term answer; the recommended endpoint is a fully digital alarm.
The honest framing for households in 2026. If the alarm is over five years old and has not been upgraded, assume it is analogue and plan to replace it before the broadband or phone service changes. If the alarm is under three years old and the provider has confirmed digital-voice compatibility in writing, it is likely fine for the post-PSTN environment. If the alarm is in between (3 to 5 years old), check directly with the provider; some 2021-2023 vintage alarms are TSA-compliant digital, others are analogue with the option to add an ATA. The provider's customer service can confirm specifically.
Mobile-connected alarms are the recommended migration path for most UK households where the existing alarm is analogue. Understanding how they work in practice helps make an informed comparison against IP-connected alternatives.
How mobile-connected alarms work. The alarm base unit contains a mobile data SIM (typically O2 or a multi-network roaming SIM) and an internal battery. When the user presses the pendant, the base unit communicates with the monitoring centre over the mobile network (4G in 2026; some legacy units use 2G or 3G but these are being phased out as those networks themselves are retired). The base unit does not need a phone line at all and does not need broadband; it operates entirely on the mobile network.
Why mobile-connected is the safer post-PSTN-switch-off option. First, mobile networks are unaffected by the PSTN switch-off; the migration only affects fixed copper voice service. Second, mobile-connected alarms have their own battery (typically 24 to 48 hours of standby) so they continue to work during a power cut at the home. Third, they are unaffected by broadband outages or router faults; the alarm communicates directly with the mobile network without going through the home broadband. Fourth, they are unaffected by household broadband switches; the alarm continues to work regardless of broadband provider changes. Fifth, in homes with limited mobile signal, modern mobile-connected alarms typically include external antennas or signal boosters; in genuinely poor-signal locations, the provider can typically supply an antenna extension.
Mobile signal considerations. Mobile-connected alarms require working mobile signal at the property to function. This is the one practical consideration where mobile-connected alarms can have an issue. Most UK properties have adequate mobile signal in 2026 across at least one operator's network; the alarm provider typically uses multi-network roaming SIMs that automatically connect to the strongest available signal. Where signal is genuinely marginal, the provider can supply an external antenna that mounts in a window or on an external wall to capture better signal. In rare cases where no operator has adequate signal at the property, an IP-connected alarm or a hybrid IP-plus-mobile-fallback alarm is the alternative. Most rural UK properties have at least one operator with workable signal; signal-checking by the provider during installation is standard.
2G and 3G network sunset implications. UK mobile operators are progressively retiring older 2G and 3G networks. EE, Vodafone, Three, and O2 have published timetables for 2G and 3G sunset that broadly conclude in the late 2020s or early 2030s depending on operator and band. Older mobile-connected alarms that operate only on 2G or 3G need to be replaced before those networks are retired. Modern mobile-connected alarms (installed 2023 onward) typically use 4G or 4G-with-fallback. Households with mobile-connected alarms should confirm with the provider that their specific device is 4G-capable; older 2G-only alarms need their own upgrade alongside the PSTN-switch-off migration.
Cost picture for mobile-connected alarms in 2026. Direct-to-consumer mobile-connected alarm services typically cost £15 to £30 per month including device hire, SIM, and 24/7 monitoring. Equipment costs typically £0 upfront with monthly hire, or £100 to £300 upfront for purchase. Local authority telecare services may charge less or be free depending on local policy and the user's assessed need. This is broadly similar to the cost of analogue alarms; the migration to mobile-connected does not typically increase the running cost.
IP-connected alarms communicate with the monitoring centre via the home broadband (typically wired Ethernet to the router, sometimes Wi-Fi). They are a valid option but carry broadband-dependence considerations that mobile-connected alarms do not.
How IP-connected alarms work. The alarm base unit connects to the home broadband router via Ethernet cable or Wi-Fi. When the user presses the pendant, the base unit communicates with the monitoring centre over the internet using digital signalling protocols. The alarm depends on the home broadband working in order to operate; if the broadband is down (router fault, internet outage, power cut affecting the router) the alarm cannot reach the monitoring centre.
Why IP-connected is sometimes the right answer. Properties with poor mobile signal but good broadband (typically rural cable or FTTP locations where mobile coverage is patchy). Multi-occupancy homes where the alarm is one of several connected devices and the household has reliable broadband. Households where the user already has good broadband through a major retailer with strong vulnerable-customer protections. In these cases the IP-connected option is appropriate.
Why IP-connected is sometimes the wrong answer. Properties with intermittent broadband (rural fixed-wireless connections, legacy ADSL with frequent line faults, properties at the edge of FTTC range). Households where the user is likely to switch broadband retailers in the future and where the alarm setup may need to be reconfigured at each switch. Properties with frequent power cuts where neither the alarm nor the broadband router has battery backup. In these cases the mobile-connected option is more robust.
The hybrid option: IP primary with mobile fallback. Some modern alarms include both IP and mobile connectivity; they use IP as the primary path and automatically fall back to mobile if IP is unavailable. This is the most robust option technically but is more expensive and may not be available from all providers. Worth asking about for households where the alarm is genuinely safety-critical (lone older users, users with significant medical needs).
Power cut considerations for IP-connected alarms. An IP-connected alarm depends on the home broadband router for connectivity. When mains power is lost, the router stops working unless it has battery backup. Free battery backup units (BBUs) from major UK retailers provide 1 to 4 hours of standby power for the router during power cuts (for vulnerable customers). This is shorter than the typical 24 to 48 hours that a mobile-connected alarm provides via its own battery. For households where the alarm is genuinely safety-critical, this difference matters; mobile-connected alarms have materially better power-cut resilience.
Broadband switch considerations for IP-connected alarms. When a household with an IP-connected alarm switches broadband, the alarm needs to reconnect to the new router. If the new router has the same Wi-Fi name (SSID) and password, the alarm reconnects automatically. If the credentials change, the alarm needs to be reconfigured manually or by an engineer visit from the alarm provider. This adds friction to broadband switches; mobile-connected alarms do not have this issue. See our family helper guide for elderly relatives for the detail on preserving Wi-Fi credentials during a broadband switch.
The UK PSTN switch-off scheduled for 31 January 2027 is the single most consequential technical change affecting UK telecare in a generation. Understanding the specific implications for telecare (rather than for general home phone service) helps households, family helpers, and care teams make sound decisions.
What is being switched off, in telecare-specific terms. The PSTN voice signalling and switching infrastructure that carries copper-line phone calls. This is the same infrastructure that analogue telecare alarms use to call the monitoring centre when triggered. After 31 January 2027, voice service over copper voice line ceases; alarms that depend on the copper voice signalling will not work.
What is not being switched off. Mobile networks are entirely separate from the PSTN and are unaffected; mobile-connected alarms continue to work after the switch-off. Broadband over copper (FTTC) continues to work because Openreach is moving FTTC broadband to the SOTAP wholesale framework that does not require active PSTN voice service; IP-connected alarms continue to work over their broadband connection. The PSTN switch-off is specifically about the legacy copper voice signalling, not about all communications technologies.
The migration timeline for telecare households. The PSTN switch-off date of 31 January 2027 is firm. The actual migration of any specific household's home phone service from copper voice to digital voice happens in the months and quarters before that date as the broadband retailer reaches the household in their migration programme. In practice, most UK households on copper voice will be migrated between mid-2026 and end-2026; the final months of 2026 and early January 2027 are for stragglers and for households needing additional support. Households registered on the broadband retailer's vulnerable customer programme typically receive pre-migration calls 30 to 90 days before the migration date with specific guidance on telecare device handling.
The two paths through the migration for telecare households. Path A: upgrade the alarm to mobile-connected before the home phone service migrates from copper to digital voice. This is the simplest, most robust path for most households; the alarm is independent of the home phone service from the migration point onward and is unaffected by any subsequent broadband or phone changes. Path B: keep the analogue alarm and move it to digital voice via a verified analogue telephone adapter (ATA) at the migration point. This is a less robust path and only works if the specific alarm has been certified compatible with digital voice via ATA by the provider. Most providers and most local-authority commissioners are choosing Path A as the default for migration of analogue stock.
Local-authority-led migrations. For users whose alarm is supplied through a local authority telecare service, the local authority typically manages the migration as part of their service delivery. Most UK local authorities have a published PSTN migration plan that they share with telecare service users. Engagement with the local authority adult social care team is the right route for users in this situation; do not initiate a private upgrade of a council-supplied alarm without engaging the local authority first. Many local authorities are progressing migration on their own programme timeline rather than waiting for the broadband retailer's migration; in these cases the alarm migrates first, the broadband retailer migration follows.
The vulnerable customer protections active during the migration. Major UK broadband retailers operate vulnerable customer programmes that provide specific protections during the migration: pre-migration calls with vulnerable-customer specialists 30 to 90 days before the migration date; care alarm provider engagement during the pre-migration assessment to confirm the alarm is compatible or scheduled for upgrade; "do not migrate" hold for vulnerable customers without confirmed alarm compatibility (the broadband migration is paused until the alarm is sorted); free battery backup units (BBUs) for the broadband router during power cuts; flexible payment arrangements where needed. These protections are real and routinely activated. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migration during the digital voice rollout; the regulator is actively enforcing protections and the fine has materially improved retailer practice across the industry.
What this means in practice for UK households in 2026. The migration is well-handled when households engage with the proper routes. Three things to do. First, register the household on the broadband retailer's vulnerable customer programme. Second, contact the alarm provider or local authority adult social care team to confirm the alarm migration position. Third, schedule any required alarm upgrade BEFORE the broadband retailer migrates the home phone service. Get these three right and the migration is a non-event; get them wrong and there is a window of risk. Family helpers can usefully facilitate all three.
The history of the BT Digital Voice rollout is genuinely useful for telecare-and-broadband households because it informs why the protections in 2026 are stronger than the early years of the migration suggested. In 2023 BT paused its Digital Voice rollout for several months specifically to address concerns about vulnerable customer migrations and care alarm compatibility; the pause and subsequent strengthened safeguards shape the 2026 environment for telecare households.
What happened in 2023. BT had been rolling out Digital Voice (its VoIP product replacing copper voice service) at increasing pace through 2022 into early 2023. Reports emerged in the press and from third-sector organisations of vulnerable customer migrations going badly: customers without warning who could not make calls; care alarm dependencies that had not been identified or addressed leading to alarms that did not work post-migration; rural customers losing service during power cuts without battery backup units being provided in advance; communications mismatched to customer needs (correspondence in standard print to customers requiring large-print or braille). The Telegraph and other UK national press covered specific cases. The TSA and Age UK raised concerns publicly. In April 2023 BT paused the rollout pending a comprehensive review of the vulnerable customer protections.
What strengthened safeguards emerged for the 2024 resumption. Pre-migration calls to vulnerable customers became standard rather than optional, with a vulnerable-customer specialist walking through what was changing and what the customer needed to do. Free battery backup units became the standard offer to vulnerable customers rather than a paid optional extra. Care alarm provider engagement became part of the pre-migration assessment process; BT now actively asks customers about telecare and care alarm dependencies and arranges upgrades or workarounds where needed. The "do not migrate" hold for vulnerable customers without confirmed alarm compatibility became standard policy; the broadband migration is paused until the alarm is verified. BT published the BT Care of Vulnerable Customers Programme detailing the protections. Other major UK retailers adopted similar approaches. Ofcom updated guidance on vulnerable customer protections during the migration.
What the 2024-2026 picture looks like in practice. The protections work better than they did in 2022 to early 2023. Used correctly (with vulnerable customer registration in place, with care alarm dependencies identified and addressed in advance, with adapted communications requested), the digital voice migration is now a well-handled process for UK telecare households. The honest framing: the protections are real but they require activation; family helpers and care teams usefully facilitate that activation.
The Virgin Media context. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migrations during the digital voice rollout. The enforcement decision noted a number of cases where the vulnerable customer protections had not been properly applied, including cases involving telecare devices. This is a useful reminder for telecare households that the protections are not perfect at every retailer; engagement with the retailer's vulnerable customer team specifically (rather than relying on standard customer service routes) is important. Where things do go wrong, escalation to the retailer's complaints team and then to the Communications Ombudsman or CISAS has real teeth post the December 2025 fine; complaints are taken seriously, and the regulatory framework supports enforcement where needed.
What this means for UK households in 2026. Engage with the proper routes. Register on the vulnerable customer programme. Contact the telecare provider or local authority adult social care team. Schedule alarm upgrades before broadband or phone changes. Test the alarm after any change. Where things go wrong, escalate using the formal routes. The framework supports vulnerable customers materially better in 2026 than it did in 2022, and the trajectory is positive; ongoing Ofcom enforcement and ongoing telecare provider engagement with retailer migration teams continues to improve practice.
Each major UK broadband retailer operates a vulnerable customer programme that provides specific protections relevant to telecare-and-alarm households. Registration is free, requires only the household member's consent, and is the gateway to the additional protections.
| Retailer | Programme name | Key telecare-relevant protections |
|---|---|---|
| BT | BT Consumer-First (formerly Here-To-Help) | Pre-migration call with vulnerable-customer specialist 30 to 90 days before digital voice migration. Free battery backup unit during digital voice migration. Care alarm provider engagement during pre-migration assessment. "Do not migrate" hold if alarm compatibility unconfirmed. Adapted communications including large print and braille. Priority customer service queue. |
| Sky | Sky Accessibility programme | Pre-migration support during full-fibre migration. Adapted communications. Accessibility-trained customer service. Battery backup considerations during migration. Flexible payment options. |
| Virgin Media O2 | Virgin Media Accessibility services | Adapted communications. Priority repair. Specific vulnerable-customer migration support post the December 2025 Ofcom enforcement decision (£23.8M fine over vulnerable customer migration). Care alarm-aware migration handling. |
| EE | EE Accessibility (within BT Group) | Aligned with BT Consumer-First protections; same vulnerable-customer specialist network and migration support. Battery backup unit provision for digital voice customers. |
| TalkTalk | TalkTalk vulnerable customer support | Adapted communications. Payment flexibility. Priority queue. Migration support for vulnerable customers. |
| Vodafone | Vodafone Accessibility services | Adapted communications. Specific migration support. Payment flexibility. |
| Plusnet | Plusnet vulnerable customer support (within BT Group) | Aligned with BT Consumer-First protections. Adapted communications. |
Free battery backup units (BBUs): how they work. A battery backup unit is a small device (similar size to the broadband router itself) that sits next to the router and provides standby power during a mains power cut. Typical BBU specifications: 1 to 4 hours of standby power for the router and any digital voice products plugged into it; automatic transition from mains to battery on power cut detection; visible indicator showing charge state and standby ready; rechargeable from mains when power is restored. Major UK retailers provide BBUs free to vulnerable customers as part of the digital voice migration. Eligibility for free BBUs is broadly: registration on the vulnerable customer programme, plus dependence on the home phone for emergency calling (no mobile coverage at the property, single-occupancy older household, telecare alarm dependence on the line, others). Family helpers should specifically request a BBU during the pre-migration call where any of these factors apply; the retailer's customer service team can supply one to be installed alongside the digital voice equipment.
The limits of BBUs. BBUs cover power cuts only; they do not cover broadband outages caused by router faults, internet service problems, or wider network issues. BBUs cover 1 to 4 hours typically; longer power cuts (more than 4 hours) leave the router and digital voice product without power. BBUs do not cover the alarm itself if the alarm is IP-connected and depends on the broadband router; an IP-connected alarm with a BBU on the router is protected for the BBU duration only. Mobile-connected alarms have their own batteries (typically 24 to 48 hours) and are independent of the broadband router and the BBU; this is why mobile-connected alarms are the more robust option for telecare households.
How to register on the vulnerable customer programme. Process: call the broadband retailer's main customer service number; ask specifically to be added to the vulnerable customer register or accessibility programme; the retailer asks a few questions about relevant circumstances (any telecare or care alarm dependence, any disability or age-related vulnerability, any payment difficulty); registration takes effect immediately. Whole process typically takes 5 to 10 minutes. Some retailers ask for confirmation by the household member directly; this is appropriate and easily arranged with consent during the same call. Registration with one retailer does not transfer to another; if the household switches broadband, register again with the new retailer immediately after the switch.
Monitored security alarms (intruder alarm systems with central station monitoring) are the second category of UK home alarms affected by the PSTN switch-off. These systems are common in mid-range and higher-end UK homes and warrant specific attention because they often go unnoticed in PSTN-migration planning.
How monitored security alarms work. A control panel (typically in a hallway cupboard or utility area) connects to door and window sensors, motion detectors, panic buttons, and sometimes external sirens. When a sensor is triggered, the control panel evaluates the situation and, if the alarm conditions are met, transmits an alert signal to a Central Monitoring Station (CMS). The CMS then follows a pre-agreed action protocol: typically calling the home to verify, then calling key-holders, then calling the police if the alert is confirmed. The communication path between the control panel and the CMS is the critical piece for PSTN-switch-off planning.
The four communication path options for monitored security alarms. First, analogue dialler: the control panel uses a built-in modem to dial the CMS over the copper voice line. This is the legacy approach and is the option that does not work after the PSTN switch-off. Second, IP signalling: the control panel connects to the home broadband router and transmits alerts over the internet to the CMS using protocols such as DC-09, FibroBox, or BT Redcare GSM IP variants. Third, GSM/mobile signalling: the control panel has its own SIM and transmits alerts over the mobile network independently of the home phone or broadband. Fourth, hybrid IP-plus-GSM: the control panel uses IP as primary with GSM fallback for resilience; this is the standard for UK insurance-grade installations.
BT Redcare context. BT Redcare was the dominant UK security alarm signalling service for decades. BT confirmed in 2024 that BT Redcare service would close in August 2025 ahead of the PSTN switch-off. Households and businesses with BT Redcare services have therefore needed to migrate to alternative signalling services in the 2024-2025 window. Alternatives include WebWayOne, CSL DualCom, BT Redcare Next-Generation IP-based services, and other industry-standard IP and GSM signalling platforms. If your monitored security alarm uses BT Redcare and has not yet been migrated, this is overdue and warrants urgent attention from the alarm installer.
Insurance implications. UK home insurance policies that require monitored alarms typically specify an industry-standard signalling grade (e.g. ATS Grade 4 or Grade 5 per BS EN 50136). If the signalling pathway is changed (e.g. analogue dialler replaced with IP signalling) the insurer must be notified and the policy updated to reflect the new specification. Failure to update the insurer can invalidate the policy or specific cover. Households with monitored security alarms should engage their alarm installer AND their home insurance provider together when planning the migration.
Cost considerations. Migration of an existing monitored security alarm from analogue dialler to IP or GSM signalling typically costs £150 to £400 for the installer's site visit and equipment, plus an ongoing monthly monitoring fee that is similar to or slightly higher than the analogue equivalent. Some alarm installers have offered free or subsidised migrations to existing customers as part of the BT Redcare closure programme; check with your specific installer. For new alarm installations in 2026, IP-and-GSM hybrid signalling is the standard and is priced similarly to analogue installations of previous years.
The household action item for monitored security alarm users. Contact your alarm installer or the company that operates your monitoring service. Ask the explicit question: "What signalling pathway does my system use, and is it certified compatible with the PSTN switch-off in January 2027?" Where the answer is "analogue dialler" or "BT Redcare without IP migration", schedule the upgrade urgently; this should be done before any broadband switch and well before the PSTN switch-off date. Where the answer is "IP signalling" or "hybrid IP-plus-GSM", confirm that the IP path is configured against the new broadband (if you switch broadband retailers, the alarm may need reconfiguration) and that the GSM SIM is current and active.
Lift emergency phones are a category of safety-critical telecare-adjacent device that affects UK flats and shared buildings. They warrant specific attention because the responsibility sits with the building owner or management company rather than individual flat residents, and gaps in management can leave safety-critical equipment unaddressed.
The regulatory framework. UK Building Regulations Part M and lift safety standard BS EN 81-28 require any lift carrying passengers to be fitted with a two-way emergency phone connecting to a 24/7 monitored response service. This applies to passenger lifts in residential blocks, mixed-use buildings, commercial premises, and public buildings. The phone must work autonomously (its own power supply via battery backup), must connect to a monitored service with response staff available at all times, and must be compliant with the standard for accessibility (audible and visible signalling, hearing-loop compatibility for users with hearing aids).
The PSTN-switch-off implication. Many UK lift emergency phones use the copper voice line that runs to the building's main entry points and lift shafts. After the PSTN switch-off, these copper-line lift phones stop working. The replacement options are GSM (mobile network with own SIM) or IP (using building broadband infrastructure). GSM is typically preferred because the lift shaft has poor mobile signal that requires deliberate antenna placement and because building broadband may not be reliably available in the lift shaft itself.
Whose responsibility. The freeholder, building owner, or building management company is legally responsible for ensuring the lift emergency phone works and is compliant with regulations. Individual leaseholders or flat residents are not directly responsible but are legitimately concerned because their safety depends on the equipment working. In owner-occupied flats with a residents' management company (RMC), the RMC manages the building and is responsible. In rental flats, the landlord or letting agent's freeholder is responsible. In housing association flats, the housing association is responsible.
The action item for residents. Contact the freeholder, building owner, or management company. Ask the explicit question: "Has the lift emergency phone been migrated to a digital signalling pathway compatible with the PSTN switch-off on 31 January 2027?" Document the response in writing. Where the answer is "yes, completed", request a copy of the certification or recent test record. Where the answer is "no, not yet" or "we will get to it", press for a timeline; this is genuinely safety-critical equipment and the freeholder has a legal obligation to ensure it works. Escalation routes if the freeholder is unresponsive: the local authority building control team (if this is a regulated dwelling), the Housing Ombudsman (for housing association tenants), the First-tier Tribunal (Property Chamber) for residential leasehold disputes.
Why this matters even if you are not personally vulnerable. Lift entrapment can happen to any user (mobility-impaired, with a buggy, with a delivery, in a lift fault). The emergency phone is the route to summon help. A non-working emergency phone in a lift is genuinely dangerous and is one of the lower-visibility risks of the PSTN migration affecting UK buildings; building owners are not always proactively addressing it because the cost falls on them and the equipment is "out of sight, out of mind" until needed. Resident pressure on the management company can usefully force the issue.
Once you have identified that an alarm needs upgrading and confirmed with the provider, the practical upgrade process is straightforward but follows a specific sequence. Following the sequence avoids the most common pitfalls that result in service interruption.
Step 1: scheduling the upgrade visit. Contact the alarm provider or local authority adult social care team to schedule the upgrade visit. Most providers offer 1 to 4 week lead times for routine upgrades. Where the home phone service migration is approaching (broadband retailer notification has been received), prioritise scheduling the alarm upgrade BEFORE the home phone service migrates. Provide the provider with any deadlines you are working to (e.g. "BT Digital Voice migration is scheduled for 12 May 2026, please complete the alarm upgrade before then").
Step 2: pre-visit preparation. Confirm the user (the person who will wear the pendant or live with the alarm) will be present during the visit. Many alarms are configured with the user's voice authorisation for the monitoring centre to recognise them; this needs to be set up during the upgrade visit. Ensure the address details, key-holder contacts, and emergency contacts are current; this is a good opportunity to update any out-of-date information. Ensure power outlets are accessible at the alarm location; the new base unit needs both a power outlet and (for IP-connected) an Ethernet cable to the router.
Step 3: the visit itself. An engineer attends and replaces the existing analogue base unit with a new mobile-connected or IP-connected base unit. Visits typically take 45 to 90 minutes covering: removal of the old base unit; installation and configuration of the new base unit; testing the connection to the monitoring centre; configuring or pairing pendants and other peripherals (fall detector, smoke alarm, etc.); user voice setup and orientation on how to use the new system. The user typically does not need to do anything technical during the visit; the engineer handles all setup and confirms with the user before leaving.
Step 4: the verification call. Before the engineer leaves, run the alarm test using the provider's "test the alarm" function. The user presses the pendant button; the new base unit alerts the monitoring centre; the monitoring centre calls back and confirms the alert was received and the system is working. This verification is the single most important confirmation that the upgrade is complete; do not consider the upgrade done until this verification passes. If the verification fails, the engineer must continue working until it passes; do not let the engineer leave with an unresolved verification.
Step 5: post-visit verification. After the engineer leaves, run a second alarm test 24 to 48 hours later. This confirms the system continues to work after initial setup. Some alarms have settling-in periods where the connection to the monitoring centre is being optimised; a 24 to 48 hour gap allows any teething issues to be identified. Run a third alarm test 1 to 2 weeks later to confirm long-term stability.
Step 6: notify relevant parties. After confirming the upgrade is complete and the verification has passed, notify the broadband retailer (specifically the vulnerable customer team) that the alarm has been upgraded. This updates their migration record and removes any "do not migrate" hold that was in place. The home phone service migration to digital voice can then proceed on the standard timeline. If the broadband retailer's pre-migration call has not yet happened, the alarm upgrade information is captured during that call.
Common pitfalls and how to avoid them. Pitfall 1: scheduling the alarm upgrade after the broadband retailer has migrated the home phone service. Avoid by sequencing alarm upgrade first, broadband migration second. Pitfall 2: the user is not present during the upgrade visit. Avoid by confirming the user will be home and the family helper is available if needed. Pitfall 3: the verification call is not run. Avoid by insisting the engineer demonstrates the test working before leaving. Pitfall 4: assuming "the engineer says it is fine" without running the test yourself. Avoid by always running the test independently. Pitfall 5: not notifying the broadband retailer that the alarm has been upgraded. Avoid by calling the vulnerable customer team after the upgrade to update the migration record.
The cost of an alarm upgrade and the route through which it is paid depends on the alarm's supply route. Three patterns cover most UK telecare alarms in 2026.
Pattern A: alarm supplied through a local authority telecare service. Most UK older relatives with a Lifeline-branded alarm received it through a local authority adult social care assessment. In this pattern, the local authority manages the alarm service including the digital migration. The cost of upgrading the alarm is typically borne by the local authority as part of their migration programme; users do not typically pay for the upgrade. This is the most common UK telecare situation and is generally well-handled because local authorities have funded migration programmes specifically for this purpose. Action: contact the local authority adult social care team to confirm the migration position; if the alarm has not yet been upgraded, they can typically schedule the upgrade as part of the council programme.
Pattern B: alarm supplied directly to consumer (consumer-direct). Households that bought their alarm directly from a consumer-direct provider (Lifeline 24, Taking Care, Buddi, Mindme, etc.) typically have an ongoing monthly service contract. The cost of upgrading the alarm in this pattern is usually included in the existing monthly service fee; the provider replaces the equipment as part of their service obligation rather than charging extra. Some providers may charge a one-off equipment fee (£50 to £150 typical) for the upgraded device; this varies by provider and contract terms. Action: contact the consumer-direct provider to confirm the upgrade pathway and any costs.
Pattern C: alarm supplied through a private care arrangement or family-arranged installation. Some households have alarms installed through private care arrangements (paid carer, private domiciliary care provider) or directly by family members from retail telecare suppliers. In this pattern, the family or the household member is responsible for arranging and paying for the upgrade. Costs are similar to consumer-direct: typically £100 to £300 for a new mobile-connected alarm, plus £15 to £30 monthly for the monitoring service. Where finances are constrained, contact the local authority adult social care team to ask whether the household member would be assessed as eligible for a local authority telecare service (which would then absorb the cost).
Health and care needs assessments. Local authority telecare services are typically allocated based on assessed need under the Care Act 2014 (England) or equivalent legislation in Scotland, Wales, and Northern Ireland. Where a household member is genuinely vulnerable but not currently in a local authority telecare service, requesting a needs assessment from the local authority adult social care team is appropriate. The assessment is free; eligibility for telecare may follow. Age UK (free advice line 0800 678 1602) and Citizens Advice can both help navigate the assessment process.
NHS Continuing Healthcare and other funding routes. Some users with significant health needs may have telecare equipment funded through NHS Continuing Healthcare or similar arrangements. Where the alarm was supplied through a clinical referral, the digital migration upgrade is typically arranged through the same clinical pathway. Action: contact the GP, district nurse, or clinical commissioning group that arranged the original alarm. This is rarer than local authority telecare but worth knowing about for households where the alarm came through a healthcare rather than a social care route.
The honest framing on cost in 2026. For the great majority of UK telecare users, the digital migration upgrade is either free (local authority service) or absorbed into the existing monthly contract (consumer-direct). Genuinely additional out-of-pocket costs are rare. Where additional costs are quoted, push back; the migration is a known industry-wide change and providers are generally absorbing the equipment cost as part of their service obligation rather than passing it to users. If a provider quotes an unexpected charge, get it in writing, then check with another provider for comparison; the market is competitive enough that if one provider is overcharging, switching to another is feasible.
Testing is the only reliable way to confirm the alarm works. Many users assume "it has not gone off so it must be working"; this is not a safe assumption. An alarm can be silently broken (failed to connect to the monitoring centre, expired SIM, dead pendant battery, mis-paired peripheral) for months without anyone noticing because the alarm has not been triggered. Regular testing surfaces these silent failures.
How to test the alarm. All UK telecare alarms have a "test the alarm" function. The exact method varies by provider but the typical sequence is: press the pendant button as if in an emergency; wait for the base unit to connect to the monitoring centre; the monitoring centre voice operator answers and asks "are you OK or do you need help?"; tell the operator "this is a test, please confirm you received the alert"; the operator confirms and ends the call; the alarm system shows the call completed in its log. This is the same sequence as a genuine emergency call but with a verbal "this is a test" indicator at the start. The monitoring centre is set up to handle test calls and does not dispatch emergency services for them; the test is a routine part of telecare service quality.
When to test. Recommended testing schedule for telecare alarms in 2026: monthly routine test (most providers recommend this; some require it as a condition of service); before any broadband or phone change (confirm baseline working); immediately after any broadband or phone change (confirm continued working); 1 to 2 weeks after any change (confirm settling-in stability); 3 months after any change (confirm long-term reliability); annually (full service review with the provider). This testing schedule is not over-cautious; it is the genuine schedule that keeps telecare alarms reliable through the various changes UK households experience over typical service periods.
What to do if the test reveals a problem. Do not press the pendant again repeatedly hoping it will work; if it failed once, it is unreliable and needs investigation. Contact the alarm provider's helpdesk immediately and report the failure. Most providers provide same-day or next-day response for alarm failures because the safety-critical nature of the equipment requires it. Where the provider is slow to respond, escalate: the local authority adult social care team (for council-supplied alarms), Age UK (for general support), or the Communications Ombudsman or CISAS (for service complaints). Do not assume the alarm will fix itself; silent failures rarely resolve without intervention.
Pendant battery considerations. The pendant button typically has a small replaceable or recharge-by-induction battery. Pendant batteries last 1 to 5 years depending on type and usage frequency. Most providers replace pendant batteries proactively as part of their service; they monitor battery levels remotely and dispatch a replacement before the battery dies. Where a pendant feels unresponsive or the indicator light is unusually dim, the battery may be approaching end-of-life; contact the provider for a replacement. Do not attempt to change the battery yourself unless the provider specifically authorises this; some pendants are sealed and require specialist tools.
Base unit testing beyond the standard test. Beyond the standard pendant-press test, more thorough testing covers: paired peripheral testing (confirm fall detector, smoke alarm, etc. all communicate with the base unit); range testing (confirm the pendant works from all rooms in the property and from the garden); cellular signal verification (for mobile-connected alarms, confirm signal is adequate); broadband connectivity testing (for IP-connected alarms, confirm router pairing is healthy); battery backup testing (simulate a power cut and confirm the base unit continues to operate on internal battery for the rated duration). Most providers run these comprehensive tests during the annual service review; users do not typically need to do them themselves.
Where the alarm test fails or the alarm shows symptoms of failure after a broadband or phone service change, follow this troubleshooting and escalation sequence. Treat the situation as time-sensitive because the alarm is safety-critical.
Step 1: confirm it is genuinely failing rather than user error. Check the obvious things. Is the base unit plugged into power (mains light on the base unit)? Is the pendant being pressed correctly (firm press for a couple of seconds)? Is the user trying the test from within range of the base unit? Many "alarm failures" turn out to be a unit unplugged during cleaning, a dead pendant battery, or a unit moved to a poor location. Rule these out first by following the standard test procedure exactly.
Step 2: contact the alarm provider's helpdesk. For consumer-direct alarms, call the provider's customer service number; for council-supplied alarms, call the local authority adult social care team or the council's telecare helpline. Report the failure with specific details: when did it last work, what changed (broadband switch, phone migration, power cut, house cleaning, anything else), what error indicators are showing on the base unit, what happened when the test was attempted. The helpdesk will run remote diagnostics on the base unit (most modern alarms can be queried remotely) and either resolve the issue remotely or schedule an urgent engineer visit.
Step 3: arrange interim safety cover. Until the alarm is verified working again, ensure the user has alternative emergency contact options. A charged mobile phone is the universal fallback; ensure the user knows to dial 999 from the mobile if needed. For users with mobility or capacity concerns where they may not be able to operate a mobile phone in an emergency, family or care contacts should be on heightened alert during the alarm-failure period; consider a daily check-in call until the alarm is verified working again. Where the user lives alone and is genuinely vulnerable, the local authority adult social care team can provide emergency interim support including alternative alarms or temporary increased domiciliary care visits.
Step 4: escalate if the provider is unresponsive. Telecare providers have service-level commitments to respond to alarm failures quickly (typically same-day or next-day). If the provider does not respond promptly, escalate. For council-supplied alarms: contact the local authority adult social care team's senior management or the council's complaints team. For consumer-direct alarms: invoke the provider's formal complaints process. Where the alarm failure is connected to a broadband retailer's digital voice migration, the broadband retailer's vulnerable customer team is also a route; they have an interest in resolving the alarm issue because it relates to their migration handling. After 8 weeks if the issue is unresolved, the Communications Ombudsman or CISAS can take a formal complaint about a broadband retailer; the Local Government and Social Care Ombudsman can take a formal complaint about a local authority service.
Step 5: document everything. Throughout the troubleshooting and escalation process, keep written records. Note dates, times, names of the people you spoke to, what they said they would do, and what actually happened. This documentation matters if the issue ends up needing formal complaint or regulatory escalation; without it, the case is harder to make. Email confirmations of phone calls are particularly useful; many providers will send a written summary if asked.
Step 6: review and learn. Once the alarm is verified working again, take 10 minutes to think about what the failure pattern means for the household. Was the failure preventable (e.g. failed to register on the vulnerable customer programme, alarm not upgraded before broadband switch)? Is the alarm setup the right specification for the user's needs (e.g. should this household be on a mobile-connected rather than IP-connected alarm)? Is the testing schedule adequate (monthly tests rather than just annual)? These questions are not blame; they are about strengthening the household's safety setup for the future.
Most telecare-and-broadband situations are handled without significant difficulty using the standard routes described above. But there are situations where escalation to safeguarding professionals is the right answer; family helpers and care teams should know the signs and the routes.
Signs that suggest safeguarding involvement is needed. The user's broadband service is repeatedly disconnected with no clear reason, leaving the alarm without its IP connection. Multiple alarm failures occur in close succession with no clear technical cause. Family members or visitors observe the user appears confused or unsafe but the alarm is not being used. Financial issues are emerging (unpaid broadband bills triggering disconnection, the user being persuaded to switch to a high-cost provider, the user paying for services they did not knowingly authorise). Concerns about the user's general welfare are growing alongside the alarm-related issues. These patterns sometimes indicate wider safeguarding concerns where the alarm issue is one symptom of a larger picture; engaging adult social care safeguarding is appropriate.
The local authority adult social care team is the primary safeguarding route in the UK. Every UK local authority has an adult social care safeguarding team responsible for protecting vulnerable adults from abuse, neglect, and self-neglect. Contact details vary by authority but are typically published on the council website under "report a safeguarding concern" or similar headings. Anyone can make a referral; you do not need to be a family member or care professional. The team assesses the referral, makes contact with the user (where appropriate), and arranges support including emergency alarm provision if needed.
Other safeguarding routes. The Ann Craft Trust (anncrafttrust.org) provides specialist safeguarding advice for adults at risk. Action on Elder Abuse (now part of Hourglass; wearehourglass.org) offers a free helpline for concerns about elder abuse including financial abuse. Citizens Advice can help with consumer issues that may have a safeguarding dimension. The police 101 non-emergency line is appropriate for safeguarding concerns that involve potential criminal behaviour. In genuine emergencies (immediate risk to life or property) call 999.
The honest framing for family helpers. Most families helping with telecare and broadband decisions are genuinely well-intentioned and benefit the older relative. But the same scenarios can be misused, and family helpers should be alert both to the user's safety AND to the possibility that another helper may not be acting in the user's best interest. Where you observe behaviour by another helper that concerns you (pressuring the user to switch services, taking control of the alarm or the broadband account, financial transactions that benefit the helper rather than the user), document it and consider raising with adult social care safeguarding. The framework supports this; you do not need to have proof, just genuine concern.
What to do if the user objects to safeguarding involvement. Adults with capacity have the right to make their own choices, including choices that others may consider unwise. Capacity is decision-specific under the Mental Capacity Act 2005; an adult who has capacity to choose their broadband retailer can make that choice even if family members disagree. Where the user has capacity and objects to safeguarding involvement in a routine telecare or broadband matter, respect their autonomy and step back. Where capacity is genuinely uncertain or where the concerns are serious (significant risk of harm, evidence of abuse), safeguarding professionals can make appropriate decisions about whether and how to engage, including engaging without the user's consent if necessary for their protection. This is the work of trained safeguarding professionals; family helpers should provide the information and let the professionals make the judgement.
Editorial accountability. This page was written by Adrian James (broadband editor at BroadbandSwitch.uk) and reviewed for accuracy by Dr Alex J. Martin-Smith (head of editorial). This page is general information about UK telecare and care alarms in the context of a broadband switch or the PSTN switch-off; it is not a substitute for advice from your specific telecare provider or local authority adult social care team. PSTN switch-off and BT Digital Voice rollout pause information is sourced from BT, Openreach, and Ofcom published guidance for the 31 January 2027 switch-off date. BT Digital Voice rollout pause of 2023 and the strengthened safeguards adopted in 2024 are sourced from BT public statements and Ofcom guidance. Ofcom Virgin Media £23.8 million fine of December 2025 over vulnerable customer migration is sourced from Ofcom's published enforcement decision. Vulnerable customer programme information for major UK retailers is sourced from each retailer's published service descriptions for 2026 (BT Consumer-First, Sky Accessibility, Virgin Media Accessibility, EE Accessibility, TalkTalk vulnerable customer support, Vodafone Accessibility services, Plusnet within BT Group). TSA (Technology Enabled Care Services Association) Code of Practice for digital telecare is the published industry standard. Major UK telecare provider information (Tunstall Healthcare, Careium, Chubb Community Care, Lifeline 24, Taking Care, Buddi, Mindme) is sourced from each provider's published 2026 service descriptions. BT Redcare service closure in August 2025 is sourced from BT's published programme communications. Building Regulations Part M and BS EN 81-28 lift emergency phone requirements are the published statutory and standards framework. Mental Capacity Act 2005 framework is the published statutory framework. Care Act 2014 framework for local authority adult social care is the published statutory framework. We never accept payment from telecare providers, broadband retailers, or charities in exchange for editorial coverage; full affiliate disclosure is on our affiliate disclosure page. This page was last updated on 27 April 2026; the next review is within 90 days.
It depends on the type of care alarm you have. If your alarm is analogue and uses the copper voice line to call the monitoring centre (the most common UK telecare situation for alarms installed before approximately 2018-2020), it will not work after the PSTN switch-off without an upgrade. Voice services move entirely to digital voice (VoIP) products routed over broadband connections; analogue alarms using tone-based signalling do not reliably work on digital voice. If your alarm is mobile-connected (has its own SIM and battery; communicates with the monitoring centre over the mobile network independently of the home phone or broadband), it will continue to work after the switch-off; mobile networks are entirely separate from the PSTN and unaffected. If your alarm is IP-connected (connects to the home broadband router via Ethernet or Wi-Fi), it will continue to work as long as the broadband works. The practical answer for most UK households: contact the alarm or telecare service provider before any broadband switch and ask the explicit question "is this device compatible with digital voice over a broadband router, or does it require an upgrade?" Where an upgrade is required, schedule it BEFORE the PSTN migration of your home phone service; do not leave it to chance. Major UK telecare providers (Tunstall, Careium, Chubb Community Care, plus regional council-operated services) have all developed mobile-connected or IP-connected alternatives ahead of the switch-off; the upgrade is generally well-handled when initiated through proper routes. For users with council-supplied alarms, the local authority adult social care team manages the migration and typically absorbs the cost. For consumer-direct alarm users, the upgrade is typically included in the existing monthly service fee.
Yes, in almost all cases. The single most common safety problem we see in telecare-and-broadband decisions is a care alarm or telecare pendant that stops working because the underlying copper line was changed or the digital voice migration happened without the alarm being upgraded first. The correct sequence is: alarm upgrade first, broadband change second. This is especially important for users with copper-line analogue alarms; once the broadband retailer migrates the home phone service to digital voice, the analogue alarm may not reliably work on the digital voice service, leaving the user without alarm coverage during the gap until the alarm is upgraded. Practical sequence: first, contact the alarm provider or local authority adult social care team to confirm the alarm migration position; second, schedule the alarm upgrade with adequate lead time before any planned broadband change (typically 2 to 4 weeks); third, complete the alarm upgrade and verify it is working using the provider's "test the alarm" function; fourth, then proceed with the broadband change; fifth, after the broadband change, verify the alarm is still working. Where the alarm is mobile-connected (independent of broadband and copper voice), the broadband change does not directly affect the alarm; the sequencing matters less in this case. Where the alarm is IP-connected (uses broadband for connectivity), the broadband change requires the alarm to be reconfigured against the new router; engage the alarm provider in advance to plan this. In all cases, the conservative position is: address the alarm first, do the broadband change second.
It depends on the signalling pathway your security alarm uses. Older monitored security alarms (intruder alarm systems with central station monitoring) often use an analogue dialler that calls the Central Monitoring Station (CMS) over the copper voice line; these will not work after the PSTN switch-off and need urgent migration. Modern monitored alarms use IP signalling (via the home broadband), GSM/mobile signalling (own SIM), or hybrid IP-plus-GSM (IP primary with mobile fallback). IP-connected alarms generally continue to work after a broadband switch as long as the new broadband router is configured the same way as the old one; the alarm installer may need to update the configuration. GSM-connected alarms are unaffected by broadband changes; they work over the mobile network independently. Hybrid alarms are the most robust because they fall back to mobile if the broadband path fails. Important context: BT Redcare (the dominant UK security alarm signalling service for decades) closed in August 2025 ahead of the PSTN switch-off; households and businesses using BT Redcare have needed to migrate to alternative signalling services such as WebWayOne, CSL DualCom, or BT's IP-based Redcare Next-Generation alternatives. If your monitored security alarm uses BT Redcare and has not yet been migrated, this is overdue and warrants urgent attention from the alarm installer. Insurance implication: home insurance policies that require monitored alarms typically specify an industry-standard signalling grade; changing the signalling pathway requires notifying the insurer and updating the policy. Action: contact your alarm installer before any broadband switch; ask "what signalling pathway does my system use, and is it certified compatible with the post-PSTN environment?" Get the answer in writing.
It depends on the alarm and the specific configuration. Modern alarms designed for digital voice (TSA Code of Practice compliant; typically installed 2024 onward) work reliably with BT Digital Voice, Sky Talk over fibre, Virgin Media voice, and other UK retailer digital voice products. These alarms use protocols designed for digital networks rather than the legacy tone-based signalling used by analogue alarms. Older analogue alarms (typically pre-2020) may work on digital voice via a verified analogue telephone adapter (ATA) but the connection is less robust than a fully digital alarm; some analogue alarms work, others fail intermittently, others fail entirely on digital voice. The honest framing: do not assume your existing analogue alarm will work on digital voice; verify with the provider directly. In 2023 BT paused its Digital Voice rollout for several months specifically to address concerns about vulnerable customer migrations and care alarm compatibility; the pause and the strengthened safeguards adopted for the 2024 resumption (pre-migration calls, free battery backup units, care alarm provider engagement, "do not migrate" hold for vulnerable customers without confirmed alarm compatibility) reflect that this is a genuine concern that needed industry-wide attention. Other UK retailers adopted similar safeguards. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migration; the regulator is enforcing protections. Practical recommendation: contact your alarm provider before any digital voice migration, get written confirmation of compatibility, and where the alarm is genuinely safety-critical consider upgrading to a mobile-connected alternative (which is independent of digital voice entirely) rather than relying on an ATA-on-analogue setup.
Power cut handling depends on the alarm type. Mobile-connected alarms have their own internal battery (typically 24 to 48 hours of standby) and operate over the mobile network; they continue to work during a power cut at the home regardless of the broadband router state, regardless of digital voice status. This is the most robust option for power-cut resilience and is the recommended choice for users with significant safety-critical needs. IP-connected alarms depend on the broadband router; when mains power is lost, the router stops working unless it has battery backup, and without the router the IP-connected alarm cannot reach the monitoring centre. Major UK broadband retailers provide free battery backup units (BBUs) to vulnerable customers as part of the digital voice migration; BBUs sit next to the router and provide 1 to 4 hours of standby power. Eligibility for free BBUs is broadly: registration on the vulnerable customer programme, plus dependence on the home phone or broadband for emergency calling (telecare alarm, single-occupancy older household, no mobile coverage at the property, others). Family helpers should specifically request a BBU during the pre-migration call where any of these factors apply. The limits of BBUs: they cover power cuts only (1 to 4 hours typically), not broadband outages caused by router faults or wider network issues. For households where the alarm is genuinely safety-critical, a mobile-connected alarm (24 to 48 hour battery, independent of broadband and mains) is materially more resilient than an IP-connected alarm with a BBU on the router (1 to 4 hour battery, dependent on broadband). In genuinely vulnerable households, also ensure a charged mobile phone is reachable as a universal emergency calling fallback regardless of any alarm or broadband state.
It depends on how the alarm is supplied to the household. For local-authority-supplied alarms (the most common UK situation; the council provides telecare service to the user as part of adult social care): the local authority typically manages the migration and absorbs the cost of upgrading the alarm equipment. Users do not normally pay for the upgrade; it is part of the council's PSTN-migration programme. Action: contact the local authority adult social care team to confirm the migration position; if the alarm has not yet been upgraded, they can typically schedule the upgrade as part of the council programme. For consumer-direct alarms (where the household bought the alarm directly from a provider such as Lifeline 24, Taking Care, Buddi, or similar): the cost of upgrading is typically included in the existing monthly service fee. Some providers may charge a one-off equipment fee (£50 to £150 typical) for the upgraded device; varies by provider and contract terms. Action: contact the consumer-direct provider to confirm the upgrade pathway and any costs. For private care arrangements or family-arranged installations: the family or household is responsible for arranging and paying for the upgrade; costs typically £100 to £300 for a new mobile-connected alarm plus £15 to £30 monthly for monitoring. Where finances are constrained, request a needs assessment from the local authority adult social care team under the Care Act 2014; the user may be eligible for a council-funded telecare service which would absorb the cost. Some users with significant health needs may have telecare equipment funded through NHS Continuing Healthcare; in this case the digital migration upgrade is arranged through the same clinical pathway. The honest framing on cost in 2026: for the great majority of UK telecare users, the digital migration upgrade is either free (council service) or absorbed into the existing monthly contract (consumer-direct). Genuinely additional out-of-pocket costs are rare; where a provider quotes an unexpected charge, push back, get it in writing, and check with another provider for comparison.
Use the alarm provider's "test the alarm" function. All UK telecare alarms have this function and the basic sequence is the same across providers: press the pendant button as if in an emergency; wait for the base unit to connect to the monitoring centre; the monitoring centre voice operator answers and asks "are you OK or do you need help?"; tell the operator "this is a test, please confirm you received the alert"; the operator confirms and ends the call; the alarm system shows the call completed in its log. This is the same sequence as a genuine emergency call but with a verbal "this is a test" indicator at the start; the monitoring centre is set up to handle test calls and does not dispatch emergency services for them. Recommended testing schedule: monthly routine test (most providers recommend this); before any broadband or phone change (confirm baseline working); immediately after any broadband or phone change (confirm continued working); 1 to 2 weeks after any change (confirm settling-in stability); 3 months after any change (confirm long-term reliability); annually (full service review with the provider). This testing schedule surfaces silent failures that might otherwise go unnoticed for months. What to do if the test reveals a problem: do not press the pendant repeatedly hoping it will work; if it failed once, it is unreliable and needs investigation. Contact the alarm provider's helpdesk immediately; most providers offer same-day or next-day response for alarm failures. Where the provider is slow to respond, escalate to the local authority adult social care team (for council-supplied alarms) or invoke the provider's formal complaints process (for consumer-direct alarms). Until the alarm is verified working again, ensure the user has alternative emergency contact options including a charged mobile phone reachable. Document everything throughout: dates, times, names of people you spoke to, what they said they would do, what happened. This documentation matters if the issue ends up needing formal complaint or regulatory escalation.
Lifeline alarms supplied through a UK local authority telecare service are typically covered by the council's PSTN-migration programme. The council manages the upgrade, including arranging the engineer visit and absorbing the equipment cost. This is the most common UK telecare situation; most older relatives with a council-supplied alarm are in this position. Action: contact the local authority adult social care team in the area where the alarm is installed. Most councils have a dedicated telecare service team or PSTN-migration programme team that handles these enquiries. Ask the explicit question "has my relative's Lifeline alarm been upgraded for the PSTN switch-off, or is an upgrade scheduled?" Where the alarm has not yet been upgraded, the council can typically schedule it as part of the council programme. Where the council is slow to respond or unclear about the position, escalate within the council; senior adult social care managers have an interest in resolving these enquiries because they connect to wider council compliance with PSTN-migration responsibilities. Where the council does not have a clear plan and the user is genuinely vulnerable, consider consumer-direct alternatives in the interim: providers such as Lifeline 24, Taking Care, or Age UK's recommended providers can supply a mobile-connected alarm independently of the council service while the council position is resolved. Important note: do not initiate a private upgrade of a council-supplied alarm without engaging the council first. The alarm equipment may be the council's property under the service contract; replacing it without authorisation can affect the council's service relationship and the user's eligibility for council-funded telecare. Always engage the council adult social care team before any private replacement. Family helpers facing slow or unhelpful council response can usefully escalate via Citizens Advice, the local councillor for the user's ward, the Local Government and Social Care Ombudsman (after exhausting council complaints), or Age UK for advice and advocacy.
BT/Openreach (2026) PSTN switch-off published programme guidance for the 31 January 2027 cessation date. Plus the BT Digital Voice rollout pause of April 2023 and the strengthened safeguards adopted in 2024 including pre-migration calls to vulnerable customers, free battery backup units (BBUs) for vulnerable customers, care alarm provider engagement during pre-migration assessment, and "do not migrate" hold for vulnerable customers without confirmed alarm compatibility. Plus Ofcom (2025-2026) published guidance on the digital voice migration including consumer protections for vulnerable customers and the BT Care of Vulnerable Customers Programme. Plus the December 2025 Ofcom enforcement decision against Virgin Media imposing a £23.8 million fine over inadequate handling of vulnerable customer migration during the digital voice rollout. Plus BT Redcare service closure in August 2025 ahead of the PSTN switch-off.
TSA (Technology Enabled Care Services Association) Code of Practice for digital telecare and the TEC Quality Standards Framework setting industry standards for digital telecare service quality. Plus major UK telecare provider published service descriptions for 2026 from Tunstall Healthcare (Lifeline range), Careium (formerly DorroLifeline), Chubb Community Care, Lifeline 24, Taking Care (Age UK partner), Buddi, and Mindme. Plus major UK broadband retailer vulnerable customer programmes for 2026 (BT Consumer-First, Sky Accessibility, Virgin Media Accessibility, EE Accessibility, TalkTalk vulnerable customer support, Vodafone Accessibility services, Plusnet within BT Group). Plus Ofcom General Conditions C5 vulnerable consumer protections.
Care Act 2014 (England) and equivalent legislation in Scotland, Wales, and Northern Ireland setting the framework for local authority adult social care needs assessments and telecare service eligibility. Plus Mental Capacity Act 2005 framework for capacity-related decisions. Plus Building Regulations Part M and BS EN 81-28 lift safety standard requiring two-way emergency phones in passenger lifts in residential and shared buildings. Plus free UK help routes including Age UK (ageuk.org.uk; free advice line 0800 678 1602), Citizens Advice (citizensadvice.org.uk), Carers UK (carersuk.org), Independent Age (independentage.org), The Silver Line (thesilverline.org.uk; 24/7 free helpline), Hourglass (formerly Action on Elder Abuse; wearehourglass.org), and the Ann Craft Trust (anncrafttrust.org).
Compare current standard broadband deals at the postcode. For households with telecare or care alarms, register on the chosen retailer's vulnerable customer programme immediately after the switch and confirm the alarm has been upgraded if it was on a copper voice line.
Compare deals at the postcode Family helper guide