Are you a Lifeline alarm system user, or do you care for someone who wears an alarm bracelet or lanyard that will call the emergency services if they suffer from an accident or illness?
If you're wondering whether your Lifeline system will work with full-fibre broadband, you're not alone. Many people, especially those relying on these devices for safety, have the same concern.
This page will cover what will happen when the UK’s traditional phone lines are switched off, when it’s happening, what’s happening and how it may impact Lifeline alarm systems.
Read on to find answers to all your questions!
What are Lifeline alarms?
Lifeline alarms are also known as telecare devices, fall alarms or support care alarms. They are all personal alarm systems that enable elderly or vulnerable people to live independently and safely.
A telecare device is typically made up of a wearable alarm and a base station. Both are connected to your home phone line, so someone can be alerted if there’s an accident or other emergency.
If something does happen, the wearer can press a button to alert a trained operator.
Many alarms enable the wearer to talk to the operator to discuss what’s happened and whether they need emergency services or family to be alerted.
Some support care alarms also have an emergency button that requests immediate assistance. Currently, these tend to work using traditional copper phone lines.
What is the PSTN switch-off?
The Public Switched Telephone Network (PSTN) switch-off, or ‘digital switchover’, is when the old analogue telephone system is being turned off and fully replaced with digital. This is scheduled to happen by 31 December 2025.
What does this mean for you?
While the digital switchover has been an 8-year project, it will go mostly unnoticed.
According to YouGov, only 24% of British households have and use a landline. The rest use mobile phones or VoIP (Voice over IP or digital voice).
The most significant change most of us will experience is plugging our landline phone into a router rather than the wall socket.
But things might be a little more complicated if you currently use a Lifeline alarm system.
-
What is full fibre broadband?
Full fibre broadband (also known as 'FTTP' or 'Fibre-To-The-Property') is a faster, more reliable internet connection that uses fibre-optic cables instead of traditional phone lines.
The benefits of using full fibre broadband include faster download speeds and a more reliable service.
Will support care alarms work with full fibre broadband (FTTP)?
Yes. Support care alarms work with fibre. Those with digital personal alarms won’t need to do anything as they don’t use a PSTN phone line.
Those with older analogue personal alarms will still work for a while, but you will need to take action to make sure they keep working.
It’s a good idea to request a digital telecare device before the switch-off so you’re ready for it and know the alarm works.
If you don’t want to change the alarm, you can make a request to your landline / broadband provider to be excluded from the PSTN switch-off. This won’t stop the process altogether, but it will delay it.
I have a Lifeline system. Do I need to do anything before upgrading my broadband to full fibre?
We recommend all telecare users double check with the system provider before they are switched over.
It’s vital to be certain that your current Lifeline system is compatible with Digital Voice, or whether it will need to be upgraded to a system that is.
It’s also a good idea to get in contact with a new provider to discuss your Lifeline system before switching broadband providers, to verify whether it will be compatible.
Once connected, test the alarm at least once after the switch to double-check it’s working as it should.
Lifeline systems and analogue telephone adapters
As well as upgrading Lifeline systems to digital, you may also have the option to use an analogue telephone adapter (ATA). This is a small device that enables an analogue alarm system to work with a fully digital system.
If, for some reason, you cannot upgrade the Lifeline system to digital, this could be a good option.
It’s not a long-term solution, but it could be enough to provide alarm coverage while a digital alarm is sourced.
Check with your alarm provider to explore ATA as an option.
Broadband providers and switching to digital
Here are some basic instructions that should help you connect a Lifeline system after the digital switchover.
BT
If you or the person you care for is a BT customer, switching the Lifeline system to Digital Voice (VoIP) should be simple.
Once you know the system is compatible:
- Remove the telephone cable from the BT wall socket
- Remove the white filter box from the end of the cable if there is one
- Plug the cable into the ‘Phone’ socket of the BT Home Hub
- Test everything to make sure it works
You may also like to research the free BT priority fault repair scheme.
TalkTalk
Currently, TalkTalk recommends not switching over to fibre internet unless you know the Lifeline system is compatible.
It’s constantly testing, but there are many systems that aren’t yet certified for use with fibre.
Check with the service provider or manufacturer if you have any issues.
Sky
If you’re a Sky customer or are planning to switch to Sky, the situation is similar to BT.
- If the Lifeline system is compatible with digital, remove the cable from the wall socket and connect it to the phone port on the back of the Sky hub.
- Test the connection to make sure it works.
- Get in touch with Sky Customer Service
Virgin Media
Virgin Media broadband upgrades work in a very similar way.
- Remove the telephone cable from the Virgin Media wall socket
- Remove the white filter box from the end of the cable if there is one
- Plug the cable into the ‘’Tel 1’ socket of the Virgin Media Hub
- Test everything to make sure it works
This page on the Virgin Media website has relevant contact details should you need more information.
Vodafone
Vodafone provides little information on how the PSTN switch-off impacts Lifeline systems.
The experience should be very similar to BT, as Vodafone often uses BT Openreach to provide a digital voice service.
If you have questions, we recommend calling Vodafone Customer Care on 0333 3040191.
Frequently Asked Questions about Digital Voice and how it will affect Healthcare Pendants
-
Why are landlines going digital?
Landlines are going digital because the old PSTN system is slow, difficult and expensive to maintain. It doesn’t offer the benefits of digital. The system was originally installed in the late 19th century and while it has been steadily upgraded, it’s no longer fit for purpose.
Digital voice offers a much clearer sound, more reliable connections and extra services.
Even though it may come with complications, the PSTN switch-off is a good thing. Digital Voice will come with an improvement in call quality.
-
I don’t want Full Fibre broadband. How do I stop this?
You can’t stop the PSTN switch-off, but you can delay it for a little while. Contact your provider, tell them there’s a Lifeline system user at the property and request a delay in switching to fibre.
The delay won’t be forever, but it may provide enough time to source a digital Lifeline system in time for the switch.
The Public Switched Telephone Network charter protects your right to delay the switch to a digital phone line. Providers signed up to this include Virgin Media, BT, Sky, TalkTalk, Vodafone, KCOM, Zen Internet, Ogi and Broadband for the Rural North (B4RN).
-
Will my care alarm work during a power cut?
If you have a new digital care alarm, it should come equipped with a battery backup that should work for a few hours if there’s a power cut. If you’re using an analogue care alarm, it will work as usual during a power cut.
Some telecare base stations have their own version of Wi-Fi, so should still work even if you’re in the garden or a short-distance away. Others will also use the mobile network to provide coverage while your broadband is down.
-
How do I test my care alarm after upgrading my broadband or changing phone provider?
You can test a Lifeline system by activating it. Press the button, wait for the connection, and explain to the operator that you’re testing. They won’t mind: you’re entitled to test to make sure everything works!
Expert Summary
Most Lifeline alarms will work with full-fibre broadband, but some may need updates. Contact your Lifeline provider and broadband provider to confirm compatibility before switching to full-fibre broadband. If you have concerns, ask for guidance and test your system after the upgrade to ensure safety.