Which? updates telecare guide for digital switchover

Which? updated its telecare guide in August 2024 to remind consumers that an analogue telecare system may not function as intended after the digital phone switchover, according to the government's Telecare National Action Plan published on 11 February 2025¹. The plan records the update as part of the wider work to safeguard telecare users during the retirement of the analogue landline network¹.

Upwards of 2 million people in the UK use telecare, most commonly personal alarm pendants or buttons, and most of these devices have historically relied on the analogue landline network¹. The plan states that devices designed to operate on analogue landlines have a higher rate of failure when connected to digital telephone landlines, and that there have been serious incidents, including a small number of fatalities, where telecare devices failed to work properly after the switchover¹. It also notes that the analogue network is decades old, failure rates are increasing as the infrastructure ages, and some required equipment is no longer manufactured, making spare parts difficult to access¹.

The plan sets out four outcomes, the first being that no telecare user will be migrated to digital landline services without the communication provider, the customer or the telecare service provider confirming a compatible and functioning telecare solution is in place¹. The second is that analogue telecare devices are phased out so that only digital devices are used; the government says it will work with suppliers and service providers on a timeline and communicate a deadline in the coming months¹. The third covers awareness among users, their support networks and service providers, and the fourth covers collaboration, with the Telecare Action Board established in January 2024 as the main vehicle for engagement¹.

Why it matters for households

The plan states that telecare users are often older and/or more vulnerable people, and that they have been identified as being at risk during the switchover¹. Most customers can expect their telephone lines to have made the switch by the end of January 2027, and the digital upgrade is broadly expected to be fully completed in 2027¹. The plan applies to England only, but the switchover will affect all devolved nations¹. It advises that telecare users should only be migrated once a functioning telecare solution is confirmed, and that those most at risk should be identified and prioritised¹. While analogue devices remain in use, it says there should be ongoing testing on digital lines and that results should be shared¹. It also states that telecare buyers, including local authorities and personal buyers, should not purchase analogue devices¹. The plan records that Virgin Media O2 plans to withdraw roaming services on its 2G network from October 2025, and that operators do not intend to offer 2G and 3G mobile networks beyond the end of 2033 at the latest¹.

Households with a personal alarm can read our guide to telecare and personal alarms when phone lines go digital, and our switchover checklist sets out preparations before the change. The digital switchover guide explains what changes for the home phone, and our page on when the analogue phone network switches off covers the timetable. For other connected equipment, see will a burglar alarm work after the digital switchover.

What happens next

DHSC and DSIT will review progress against the action plan every 6 months¹. Ofcom will continue to operate its incident reporting framework and report to DSIT quarterly¹. A national communication campaign with the telecommunications industry was to be launched in early 2025¹. The government says it will communicate a deadline for phasing out analogue telecare devices in the coming months¹.