Digital Switchover
What is the digital phone switchover?
By January 2027, the analogue technology that has connected home and business via the landline phone system will be shut down. This is because the old network is becoming more fragile, less reliable and harder to maintain. As a result, landline providers are upgrading the old technology to modern digital services.
How will it affect me and what do I need to do?
The switchover is happening now and for most people it will be straightforward. Nobody will lose their landline service nor change their telephone number and for most people the existing telephone handset will be compatible.
People who rely on telecare alarms will require special attention to make sure their alarms keep working through the switchover. For more information on what to do please read the Telecare Alarm User section below.
More information about the digital phone switchover can be found on the Digital Phone Switchover website.
The Digital Phone Website has been created by two of the main communication companies BT and Virgin Media O2 and is supported by the UK government to help people get the information they need for themselves, family, friends and businesses.
If you are not a telecare alarm user and have an internet connection the change may be as simple as plugging your phone into your broadband router rather than the socket on the wall.
If you have other devices connected to your phone line, such as alarm systems your alarm service provider might need to upgrade your device to make sure it is compatible. If you are unsure about how a device in your home or business might be affected, it is recommended you contact the equipment supplier or device manufacturer to find out whether it will still work on a digital phone line.
In an emergency
Digital landlines cannot carry a power connection, so in the event of a power cut they will not work. If you have a mobile phone this can still be used, but if you’ve no other means of calling the emergency services you need to contact your landline provider to talk about what solutions are available to allow calls to be made to emergency services. You should tell your telecoms provider now if you have no other way of making emergency calls.
Telecare Alarm Users
What do I need to do if I use a telecare alarm?
If you use a telecare alarm, you must call your landline phone provider now and speak with them. Your landline phone provider will help make sure your alarm keeps working through the switchover. They can also talk to you about whether you need an upgraded device, new adapter, device battery back-up or a mobile phone backup.
Where can I find details of my landline telephone provider?
If you don’t know who your landline provider is find a recent bill and the name of the provider and the contact number will be on there.
What if I can’t contact my landline telephone provider myself?
Your family, friends or carers need to do this for you. Please ask them for support.
They should be with you when the call is made so you can give permission for the telephone provider to talk with them on your behalf.
National Telecare Campaign
There is a National Awareness Campaign happening from June to August 2025 sponsored by BT and Virgin Media O2 supported by the government to raise awareness amongst telecare alarm users.
The key message of the campaign is that all telecare users must contact their landline provider.
You may see and hear adverts about this on the TV, radio, newspapers and magazines – see below.
Safe and Sound service information
For Bradford Council Safe and Sound customers
We want to make sure that your Safe and Sound telecare alarm and pendant continues to work for you effectively and keeps you safe during and after these changes.
If you receive an appointment or visit from your landline provider to change you phone line, please ensure a test call is placed to the Safe and Sound monitoring centre to check you connection is working before they leave your home.
If the telecare alarm does not work tell the engineer to move you back to your old landline phone and then contact Safe and Sound to let us know what has happened.
If you support someone who uses Safe and Sound and have any questions about the digital phone switchover and what support is available from Safe and Sound, call to discuss on 01274 435249 (Office hours only Monday to Thursday, 8.30am to 4.30pm, Friday, 8.30am to 4pm).
Telecare scam warning
Be aware of phone calls from scammers requesting you pay or renew telecare alarm services over the phone. Callers claim to be from the new provider, and they ask for bank details to set up a new direct debit.
Bradford Council will never ask you to pay for your telecare over the telephone, nor would our telecare service provider Safe and Sound.
If scammers contact you:
- hang up and report this to Action Fraud. You can report a scam on the Action Fraud website or call 0300 123 2040, which is available Monday to Friday 8am to 8pm
- report to the Citizens Advice Consumer Helpline on 0808 223 1133 which is available Monday to Friday 9am to 5pm
- if you are in any doubt about the identity of a caller, please don't share any personal information and end the call.
- find information on cold calls and protecting yourself from scams on the website Age UK - phone scams.
- You can sign up to the Telephone Preference Service (TPS) which allows you to opt out of marketing calls? For more information visit the TPS website.
Should anyone else contact their landline telephone provider about the digital phone switchover?
Yes, if you have a physical, mental health, sight, hearing or learning difficulties/disabilities you might need some help moving across to a digital line. You should contact the landline provider to let them know you need support.
Where can I get further help or advice?
For any further advice or information please contact your landline telephone provider and check the Digital Phone Switchover website.