Check your personal alarm will work after the landline switch off

In January 2027 the old landline phone network will be switched off. It’s being replaced by a digital network that uses the internet to make phone calls.

You might hear lots of different names for the switch to digital landlines, for example: 

• PSTN switch off - PSTN stands for ‘public switched telephone network’

• Digital Voice

• digital switchover

• switch to VoIP (Voice over Internet Protocol)

If you’re told you need to pay to switch your phone line

It’s a scam. Even if they know some of your personal details, like your name or address - don’t give them your bank details or click any links. 

Your home phone provider will never ask you to pay to switch to a digital phone line. 

Check how to get help with scams.

If you have a personal alarm or other technology at home to keep you safe, it might be affected when you’re switched to a digital phone line. This technology is called ‘telecare’.

There are things you can do to avoid interruptions to your telecare service.

Check your telecare is compatible 

You should ask your telecare provider if your telecare will work with a digital phone line. If it will work, this means it’s compatible.

You can check even if you haven’t been told your suggested switch date yet.

If it’s compatible, your telecare and personal alarm should work as normal after the switchover.

If it’s not compatible, you might be able to use an adaptor for your current telecare unit that makes it compatible with a digital phone line.

If you can’t use an adaptor, you might need to upgrade or replace your telecare system. You should talk to your telecare provider about your options.

If you’re getting a new telecare system 

You should check with the provider that it’s compatible with a digital phone line. 

Telecare providers shouldn’t sell ‘analogue’ units because they’re not compatible - an analogue unit is one that can only use the old phone network. If someone tries to sell you an analogue telecare unit, you can report it to Trading Standards.

Contact the Citizens Advice consumer service if you need more help - a trained adviser can give you advice over the phone or by online chat.

Check how you’ll find out your switch date

Your home phone provider should tell you about the switchover at least 2 different ways, this might be:

• in an email

• over the phone

• by text message

• a letter in the post

• speaking to you in person

They should tell you when your suggested switch date is and how to contact them if you have any problems. 

If you want a friend or family member to deal with the switch for you, tell your phone provider you want to nominate someone to help you with the switch.

If you’re not ready to switch, you should tell your phone provider why switching might cause you problems. 

They should ask you to confirm if you have a telecare system or personal alarm. This will help them make sure you’re switched at the right time.

If they don’t ask you if you have a personal alarm, you should tell them. You should also tell them if it’s compatible with a digital phone line.

Check how to avoid problems 

You shouldn’t be switched until your telecare and home phone providers are confident your personal alarm will work with the new phone line.

Check your phone will have backup power

If you have a power cut after you’re switched, a backup source of power makes sure your home phone stays on. This means your telecare system can make an emergency call even if there’s no power in your home. 

Your phone provider will suggest the best backup options for your situation.

Test your telecare with the digital phone line

When your phone line is being switched, your phone provider should send an engineer out to you. 

You should ask the engineer to test your telecare unit to make sure it works with the new phone line. You can ask a friend or family member to be there to help you.

Complaining about issues after the switch

If you have any issues with your telecare system after the switchover, you can complain to your phone provider. They should come out and fix the problem as quickly as possible.

If another system is connected to your phone line

You might have another system connected to your landline, like a burglar or fire alarm. Some of these systems might not work after the switchover.

You should talk to your system provider about your options, even if you don’t know when your phone line will be switched.

Get more information about the switchover

You can find out more about the landline switch off on the Digital Phone Switchover website. Scroll past the section that asks for your email address. You’ll find information about the digital switchover there.