Analogue to digital telecare switchover
Telecare alarms that rely on an analogue landline may not work reliably once your telephone provider moves your home onto a digital line.
Phone line changes and telecare alarms
If your telephone company contacts you about upgrading your landline, please tell them you are a ‘telecare service user’. This helps prevent inappropriate switches and allows them to provide the right support.
Our service is working closely with major telephone providers to make sure residents stay safe and connected throughout this national transition.
Your new digital telecare alarm will not need to connect to your broadband router. It will instead use its own secure mobile network connection. All you will need is an available power socket located near a window or an area with good signal.
Our switchover schedule
Our borough-wide programme will take place throughout 2026, in quarterly groups:
- Quarter 1 (January to March)
- Quarter 2 (April to June)
- Quarter 3 (July to September)
- Quarter 4 (October to December)
We will write to you just before your group’s quarter begins. Your letter will explain what to expect and how we will support you during your switchover.
After you receive your letter
Once you have received your letter, our team will call you to:
- Confirm your alarm is still supporting your needs
- Arrange a convenient installation date
- Support anyone who needs help during the process
On your installation day, one of our telecare installers will visit your home to provide and fit your new digital alarm and remove your old alarm. If issues occur, we will troubleshoot them with you.
Your journey through the switchover
From receiving your initial letter to the final checks after installation, we will guide you through each stage:
- You receive a letter before your group begins
- We call you to check your device and book your appointment
- Your installer visits and fits your new digital alarm
- We troubleshoot any issues
- We call you again after installation to ensure everything is working
- Your digital switchover is complete
What you need to do if you are a telecare user
You don’t need to do anything right now.
Please continue to use and test your telecare pendant as normal. We will take care of the rest.
However, please contact us if:
- You are no longer using your alarm
- You have already been switched to a digital line
- You have tested your alarm and found a new fault
Contact us
If you have any questions or concerns about the digital switchover, please contact us by:
- Telephone: 020 8734 3052 (Monday to Friday, 9am to 4.30pm)
- Email: digitalswitchover@wandsworth.gov.uk