Telecare and the Digital Switchover

The Digital Switchover is coming

The way landline phone calls are made in the UK is changing.

By 2027, all calls will be delivered over a digital line using a broadband connection. Telephone providers such as BT, Virgin Media, Sky, and TalkTalk are already contacting customers to begin switching them to this new system.

In most cases, the switchover is simple – your phone number will stay the same, and most standard handsets will still work.

However, for people who use telecare alarms, there may be a bigger impact.

Act now to keep telecare alarms working safely

Most telecare alarms currently in use are not compatible with digital phone lines.

When landlines switch to digital, alarms might stop working properly if no action is taken.

All telephone providers need to know now if a customer use telecare.

To stay safe and connected, if you – or someone you know  –  uses a telecare alarm you should:

  • call the landline provider now and ask for support
  • visit the website www.digitalphoneswitchover.com for more information

If your telephone provider contacts you to arrange a digital upgrade, make sure to tell them you use telecare.

Getting the Moray telecare service digital-ready

Health & Social Care Moray (HSCM) is investing in a major upgrade to its telecare service to make sure residents with community alarms can continue to call for help in an emergency.

From mid-July 2025, all alarm calls from Moray’s 1,467 telecare clients will begin routing through a new digital Alarm Receiving Centre hosted by Aberdeen City Council on behalf of Moray and Aberdeenshire.

The migration to the digital Alarm Receiving Centre involves significant technical and administrative tasks for the Telecare Service.

To ensure alarms work properly after the change:

  • Over 700 clients will need to have a home visit from a technician to reprogramme their existing alarm.
  • If their current alarm cannot be reprogrammed, it will be replaced with a new digital unit.

The team is also checking for other issues which may impact the reliability of the service, including:

  • Withheld caller ID settings on landlines
  • Mobile network changes that may affect alarm signals

Temporary changes to referrals

To prioritise existing telecare clients during this transition and ensure they remain safely connected, new community alarm referrals will be limited to high-risk emergencies only until the end of October 2025.

If you or someone you support is looking for a telecare alarm during this time, we can guide you to alternative self-purchase options that connect directly to a friend or family member.

These devices:

  • Are often more flexible and cost-effective
  • May offer extra features depending on your needs

View our self-purchase guide here.

Beware of scams

There are national reports of bogus callers claiming to be from phone or telecare providers. These scammers may:

  • Ask for payment or personal details
  • Threaten to cut off your phone line if you don’t comply

Please be cautious. If you receive a suspicious call or visit, do not share any personal or payment information.

We continue to send out telecare invoices to our clients every quarter. You will never be asked for payment over the phone.

Where can I get more information?

For additional information on the national transition to digital telecommunications, visit the website:

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