Digital Switchover

Important information regarding your Careline Community Alarm

Did you know that the current telephone network in the UK is being upgraded? The current analogue system is being replaced by a modern digital system. The changes are due to be completed by 2025, but work has already started.

When your telephone provider contacts you to switch you over to the new system, it is important that you tell them that you have a Careline alarm and that they should consider you as a 'vulnerable customer'. This is because the change will affect your Careline system, and they should take this into account when planning your upgrade to the new telephone system.

If you have recently changed your telephone or broadband service, you may already have been moved over to the new system.

If you now have a digital phone-line, please let us know so that we can update our records. If not, there is no need to contact us just yet.

If you have been moved over to the new system, the bill from your telephone provider may mention a digital phone service or digital voice or VoIP (Voice Over Internet Protocol). Your landline telephone will no longer be plugged into the wall socket, it will be plugged into a hub or router which may also be used for your broadband/wi-fi service. If your telephone handset is not close to the hub it may instead be plugged into the top of a special adapter.

You can find more information about the changes to the telephone network on the following website.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/future-of-landline-calls

Important information about the impact of a power cut under the new telephone system

If you have already transferred over to the new system, or when you do, if there is a power cut you will not be able to make or receive landline calls. The connection between your Careline and the call centre will also be affected. Different telephone/broadband service providers (e.g. BT, Vodaphone, Talk-Talk) may have different solutions for this, for example by providing an external battery back-up for the hub or router. Talk to your telephone provider to be sure you will still be able to make a 999 call to the emergency services if you need to during a power cut.

Please share this letter with your nominated Careline emergency contacts.

It is important that you test your Careline system every month. Please press your Careline pendant or the red button on your alarm unit to ensure that it connects through to our call centre. Please let us know if there is a problem when you make your test call.