BT has issued a warning to customers with a ‘call us now’ alert as it prepares to switch off landlines across the UK. Right now, two million people still rely on lifesaving ‘telecare alarms’, commonly known as a panic button, which is usually used by pensioners to be able to alert loved ones, carers or medical services if they have a fall or get into difficulty when living alone.
But as Openreach presses on with switching off traditional landlines to convert home phones to digital, there are fears that people who rely on these alarms could be put at risk. Telecare alarms traditionally use landline services, and millions of people who have an alarm are still relying on a landline with an analogue connection to carry the signal. When analogue phone lines are switched off, these will stop working.
Posting on Reddit, BT on its u/BTDigitalVoice account said in a post this week: “Do you have a telecare alarm? Telecare alarms could stop working when landlines switch to digital. Call your landline provider now for support.
“They’ll help make sure telecare alarms keep working through the digital switchover.”
It comes following a call to action from the government’s Department for Science, Innovation and Technology in June which said: “The 2 million vulnerable people who rely on lifesaving telecare alarms to call for help have today been urged to get in touch with their landline providers so companies can provide additional support for them during the switch to digital landlines.
“Users of lifesaving alarms encouraged to call their providers to access additional free support with the switchover from copper to digital landlines
“During the switchover, telecoms companies will send engineers to help customers and test connections of telecare alarms used by 2 million nationwide.”
It explained why this is happening, adding: “The switch from analogue to digital landlines is being rolled out across the country as copper networks become increasingly unreliable and spare parts are no longer available.
“Putting safety at the centre of the switchover, landline companies will send an engineer to carry out the switchover and personally test the telecare alarm, ensuring it continues to work once a household has moved onto the digital network.
“Landline providers will also offer vulnerable customers a free battery back-up device so their landline can continue working in an outage.
“Since 2017, UK operators have been carrying out work to retire the decades old copper home phone network and move customers to digital landline services ahead of the analogue switch-off. Analogue landlines are reaching end of service life, becoming increasingly unreliable and spare parts are no longer available. Recent Ofcom data reveals faults rates substantially increased by 45% in 2024”
Alyson Scurfield, chief executive of telecare advisory body, TSA said: “Landline phone lines are switching to digital, which could stop telecare alarms working. However, many people, families and carers just aren’t aware of the impact this could have on life-saving telecare. That’s why TSA is supporting this incredibly important national campaign. If you or someone you know uses a telecare alarm, then please call your landline provider. They will make sure your alarm keeps working through the switchover. Please help us spread this message far and wide.”