Preparing for the switchover

Across the UK, traditional landline phones are being switched from the old analogue system to Digital Voice.

For many people this change will be straightforward but we’re increasingly seeing cases where older people have been left without a working phone or lifeline, sometimes without realising it. This is particularly worrying for those who rely on their landline or personal alarm for safety.

What is Digital Voice?

Digital Voice means that home phone calls no longer travel through the old telephone network. Instead, calls are made through a broadband internet connection. Phones are usually plugged into a router rather than directly into the wall socket.

Over time, most phone providers will make this switch.

Why this can be a problem for older people

We’ve become aware of several local cases where things have gone wrong:

• Phones were not set up correctly after the change

• Lifelines or personal alarms stopped working

• No engineer visit took place to check everything was working

• Issues only came to light after a fall or emergency

Unlike traditional landlines, digital phone services:

• Do not work during a power cut unless there is battery backup

• May need extra equipment for lifelines or alarms

• Rely on equipment being correctly plugged in and tested

For someone who lives alone or depends on a lifeline, these risks are serious.

Why “vulnerability” must be flagged

Phone providers do offer additional support to customers who are considered vulnerable but this only happens if vulnerability is made clear. If an older person uses a personal alarm or lifeline, has mobility issues, health conditions or memory problems or they rely on their landline as their main way of getting help, they (or someone supporting them) should tell the phone provider explicitly that they are vulnerable.

This should trigger extra checks, support with setup and engineer visits if needed.

What should be checked after the switchover

After any change to the phone service, it’s important to check that:

• The phone can make and receive calls

• The lifeline or personal alarm has been tested

• The person understands what happens if there’s a power cut

• All equipment is safely and securely plugged in

If anything doesn’t feel right, it’s important to follow this up straight away,  either with the phone provider, the lifeline provider, or with support from family, friends or volunteers.

How volunteers and supporters can help

Sometimes older people aren’t aware that anything has changed, or don’t feel confident asking questions. A gentle prompt can make all the difference.

If someone mentions:

• A letter or call from their phone provider

• Changes to their phone or broadband

• Problems with their phone or alarm

it’s worth encouraging them to pause, ask questions, and make sure they’re properly supported.

No one should be left without a working phone or emergency support, especially those who rely on it to stay safe.