A national awareness campaign has been launched by BT and Virgin Media that urges the two million telecare users in the UK to get in touch with their landline providers so companies can provide additional support for them during the switch to digital landlines.
Backed by the UK Government, the major campaign is designed to ensure that telecare users – typically elderly and disabled people – as well as their support network identify themselves so that nobody gets overlooked.
The switch from analogue to digital landlines is being rolled out across the country as copper networks become increasingly unreliable and spare parts are no longer available.
Putting safety at the centre of the switchover, landline companies will send an engineer to carry out the switchover and personally test the telecare alarm, ensuring it continues to work once a household has moved onto the digital network. Landline providers will also offer vulnerable customers with a free battery back-up device so their landline can continue working in an outage.
Many local authorities and private telecare operators have already signed data-sharing agreements with landline providers to ensure that as many telecare users have been identified as possible. With over two thirds of landlines already migrated, the campaign is the final layer of protection to identify any additional users.
Telecoms Minister, Sir Chris Bryant, said: “We cannot afford to leave anyone behind during the vital transition to digital landlines.
“I have personally set a strict checklist of safeguards for industry to comply with before they migrate any telecare user.
“This industry-led campaign marks a further step towards keeping people safe as we boost the resilience of our networks for the digital age.
“I urge anyone with a telecare alarm – or anyone close to a user of a telecare alarm – to pick up the phone and contact their provider to access the help that’s available.”
Since 2017, UK operators have been carrying out work to retire the decades-old copper home phone network and move customers to digital landline services ahead of the analogue switch-off. Analogue landlines are reaching end of service life, becoming increasingly unreliable and spare parts are no longer available. Recent Ofcom data reveals faults rates substantially increased by 45 percent in 2024.
The new campaign builds on the voluntary industry charter signed by BT, Virgin Media, and other providers and the Checklist agreed in November 2024. The Checklist commits providers to complete a strict checklist of safeguards before transferring customers from old analogue phone lines onto a digital network, reducing the risk of them being disconnected during the migration. This includes engineer visits and issuing battery backups.
Rob Orr, Chief Operations Officer at Virgin Media O2, commented: “This major new campaign marks a significant moment where two industry leaders have come together to raise awareness of the digital landline switchover.
“With traditional analogue landlines becoming less and less reliable, the programme is essential step to safeguard services for the future. Inaction would mean putting services at risk.
“Our message is clear: if you or someone you know use a telecare alarm, pick up the phone and talk to your provider. Let us know, and we’ll support you every step of the way.”
The campaign will see adverts appear across TV, newspapers, social media, and select radio stations around the country running over the next few months to ensure widespread reach. This is coupled with newly created posters which will be on display in GP surgeries, hospitals, pharmacies and post offices.
The short telecare awareness campaign video can be watched below:
The advertising campaign is expected to be seen by 95 percent of all adults in the UK, including 98 percent of those over 65.
To find out more about the support available, customers of all major providers can easily find contact information on the newly created digital landline website: www.digitalphoneswitchover.com
Alyson Scurfield, Chief Executive of telecare advisory body TSA, added: “Landline phone lines are switching to digital, which could stop telecare alarms working. However, many people, families and carers just aren’t aware of the impact this could have on life-saving telecare. That’s why TSA is supporting this incredibly important national campaign.
“If you or someone you know uses a telecare alarm, then please call your landline provider. They will make sure your alarm keeps working through the switchover. Please help us spread this message far and wide.”
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