Upgrade Instructions for Existing Telecare24 Customers

Our national telephone network is going digital.

In 2017, BT announced that Openreach will be switching off the analogue telephone network and replacing it with a fully digital network.

It was revealed that the old networks made up of copper wires (often referred to as the analogue PSTN and ISDN networks) were no longer fit for purpose and that they needed to be updated in order to keep up with future demands. As a result, eventually all phone calls will be digital – meaning they work over the internet using VoIP (Voice over Internet Protocol) technology.

If you have a personal alarm that is wired into your landline telephone socket, it will stop working when you are switched over and your traditional landline is disconnected.

Having revised its timeline for the project, BT have said all customers “are now expected to have moved off the old analogue PSTN by the end of January 2027.”

Once you have been given your switchover date by your phone company, it is crucial that you begin arranging the transition from your analogue personal alarm to a digital one.

Existing Telecare24 customers who are still using one of our older analogue plans should call us as soon as you have received your switchover date (or as soon as possible if you have already been switched).

If you have a personal alarm that looks like the ones pictured, please give us a call on 0800 180 82 20 or send an email to [email protected].

Please note, our customer service team is available from 9am to 5pm Mon-Thurs, and from 9am to 4.30pm on Fridays, except bank holidays.

Customers with our GO! GPS alarm or our legacy Buddi alarm (no longer available) don’t need to do anything. Your equipment is unaffected by the digital switchover as it uses a SIM card and the mobile network (GSM) to connect you to our careline monitoring team.