InformationNational Telecare Awareness

Starting on the 2^nd of June 2025, there will be a National Telecare Awareness Campaign launched whereby TV ads, newspaper ads, and social media ads will be launched, highlighting the forthcoming switch-off of the analogue telephone network in January 2027.

This is to educate everyone on the migration from analogue to digital by Openreach, as well as to create a catch-all for customers who use Telecare devices.

We have prepared some FAQ’s to help you with the forthcoming Digital Migration, but as always, we are here to help wherever we possibly can. If you do have additional questions, please call our Home Safeguard Team on 0330 678 2381 and our Team will assist where possible.

• What is the National Telecare Awareness Campaign?

The government has launched an action plan to safeguard telecare users from the switching off of the UK’s analogue phone network. Its replacement by a fully digital network will mean that existing services connected to the copper-based system, including many telecare devices, will need to be switched over by January 2027. The switchover was initiated by the telecommunications industry, independently of government, with companies migrating customers to a digital service against an initial deadline of the end of 2025.

• What does this mean?

Simply put, the old Openreach copper-based telephone network that has been around since the early 1900’s will be switched off and all services will be moved to a Digital Platform (IP-based).

• What should someone who uses a telecare alarm do now?

They should call their landline provider to say they have a telecare device.

• Why should they do this?

Once someone calls their landline provider to say they are a telecare user, they’ll be prioritised for enhanced support. This will ensure their telecare continues to work after the switchover. A telecoms engineer will reverse the switchover if someone’s telecare is not working post digital migration.

• What if they don’t know who their landline provider is?

Ask them to find a recent bill and their landline provider and contact number will be on there.

• Are all kinds of telecare alarms impacted by the switchover?

There are lots of different types of telecare alarms but regardless of the type, the telecare user should call their landline provider, even if their device is already digitally enabled.

• What if the Customer asks East Devon District Council to contact their line provider on their behalf?

Unfortunately, due to GDPR, we cannot do this. We don’t have their account details, passwords, or personal information to be able to undertake this request.

• What about scams?

Some criminals are using the switchover as an opportunity to scam people, for example tricking them into providing their bank details or passwords. Telecoms companies will never ask for this type of personal information and if you think someone has been a victim of a scam or fraud relating to telecare, report this as a safeguarding concern and advise them to contact their bank.

More information is available at: Digital phone switchover and scam risks | Local Government Association