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Careline customers: don’t forget this important step to protect your Careline service

Careline customers: don’t forget this important step to protect your Careline service

If you're a Careline customer - or know someone who is - please don't forget this important step* to protect your Careline service:

As you might've heard, the UK is currently undergoing a major upgrade to the national telephone infrastructure, switching from traditional copper landline to a new digital phone system.

*If you use a Careline telecare alarm, there's just one thing you need to do: please contact the landline provider (such as BT, Virgin Media, or O2) as soon as possible to let them know if you, or someone you know uses a telecare alarm service.

This step is vital to ensuring your alarm system continues to work when you are switched to a digital landline, which needs to be completed by the end of January 2027.

Why is this happening?

Landline phones have traditionally been delivered over a network known as the Public Switched Telephone Network (PSTN). This network is old, and becoming harder to maintain, so it needs to be replaced. The replacement is a new digital landline, powered by a broadband connection. You might also see this referred to as 'digital phone' or 'digital voice'. The switchover is already well underway, with over two thirds of UK landlines now fully digital.

For most people, this change will be seamless. But for the two million people who depend on alarms like Careline, it's essential that the equipment continues to work.

Here’s a reminder of what we're doing:

  • We've upgraded our Careline control room with new digital handling systems.
  • We're replacing any alarm units that aren't compatible with the new digital system.
  • We're contacting affected residents to arrange equipment upgrades where necessary. 

Remember: once we've upgraded your equipment, any old pendants or devices will no longer be able to connect you to our Careline control centre.

For more information on the switchover, visit: www.digitalphoneswitchover.com.

BT and Virgin Media/O2 customers can call 150 from their landline.

We're here to help, too. You can contact our Careline Team on 01204 335732.

For more information about our Careline community alarm service, visit: www.boltonathome.org.uk/careline.