Digital Switchover

What is the digital phone switchover?

All analogue technology that has connected homes and businesses via the landline phone system will be shut down and moved across to a digital network.

The deadline for the completing the digital phone switchover is January 2027. The reason for this change is because the old network is becoming more fragile, less reliable and harder to maintain. As a result, landline telephone providers are upgrading the old technology to modern digital services.

It is vital that you act now and contact your telecoms provider to get the correct support to switch your telephone and other linked services over to a new digital line.

How will it affect me and what do I need to do?

The switchover is happening now and for most people it will be straightforward. Nobody will lose their landline service or change their telephone number. For most people the existing telephone handset will be compatible when they move to digital line.

If you are not a telecare alarm user and have an internet connection the change may be as simple as plugging your phone into your broadband router rather than the socket on the wall.

People who rely on telecare alarms will require special support to make sure their alarms keep working through the switchover. For more information on what to do please read the Telecare Alarm User section below.

If you are a Bradford Council Safe and Sound customer there is information on Safe and Sound service below.

More information about the digital phone switchover can be found on the Digital Phone Switchover website.

If your deaf you can find information about the digital switchover by watching Get ready for Full Fibre from Openreach (British Sign Language) video

The Digital Phone Switchover website has been created by two of the main communication companies BT and Virgin Media O2 and is supported by the UK government to help people get the information they need for themselves, family, friends and businesses.

What will happen if I do not move from an analogue to a digital line by the deadline of January 2027?

There is a risk your phone service will be disrupted, and some services could be lost as the deadline approaches. You might also be charged for services and equipment in the future that are currently free when you move to a digital phone line. To stop this happening please contact your telephone provider straightaway and speak to them.

What help is available from my landline telephone provider

If you have physical, mental health, sight, hearing or learning difficulties / disabilities and you need some help moving across to a digital line or setting up equipment, you should contact the landline telephone provider straight away and request:

Priority support
Accessible communication formats (if needed)
Switchover assessment for telecare / alarms (if needed)

Below are examples of those who may need additional support or be at risk when these changes take place:

People who have physical, mental health, sight, hearing or learning difficulties / disabilities and they have no-one to help them understand the process and / or set up equipment in their home
People who are a telecare user
People with no family support, are socially isolated and / or live alone
People who do not have access to advice and information
People where English is not their first language
People who do not engage with statutory or community services
People who are worried or concerned about technology
People who believe the change will not happen or impact them

What help can you give as a relative, neighbour or carer?

If you know someone who falls into these categories, please help and support them to act and ring their telephone provider.

You might need to prompt them and with their permission speak to the telephone provider to ensure the correct information and support is provided.

What should I ask the landline telephone company on the call?

Tell them if you are telecare user and if any other equipment is linked to your phone line.
Find out what additional support is available and if you qualify for a home visit from an engineer (refer to the above examples of the types of people who might need support to help)
Ask what equipment to use in a power cut as a digital phone line will not work.
If a mobile phone cannot be used in an emergency, ask what the alternative solutions are offered by your telephone provider.

If there are any problems ring and speak to the telephone provider using the dedicated number shown on the correspondence.

In the event of a power cut

In the event of a power cut digital landlines do not have power connection and will not work. You need to talk with your landline telephone provider about what solutions are available to allow calls to be made to emergency services.

They may advise you to use a mobile phone in an emergency.You need to tell them if:

live in an area which has frequent power cuts.
you do not own a mobile phone
cannot use a mobile phone
forget to charge your mobile phone due to memory problems.
You have no, poor or limited phone network signal.
Whether you could rely on having a charged mobile phone available in an emergency
if you are a telecare customer as a power cut may also affect this equipment.

The landline telephone provider should offer alternative solutions such as a battery backup for you to use if needed.

Most major telephone companies are providing additional equipment free of charge due to the digital switchover. They could charge for this after the deadline of January 2027 so make sure you discuss with your landline telephone provider now if you are concerned.

The telephone company will be sending written communications about the digital switchover and engineer appointments. Each telephone provide will take a different approach.

You need to:

Check for letters or postcards from telephone providers prompting someone to ring them to discuss the digital switchover or make an appointment for an engineer visit. Contact your telephone provider straight away to book appointments / visits
Check for engineer appointment letters with dates and times. If you will not be home on the date of the appointment, please let the landline telephone provider know straight away to rearrange.
Check for letters advising of remote work where a phone line might be out of action for a period of time to ensure appropriate support is in the home if the person may be at risk.
Arrange for someone to be at the property to support a person with vulnerabilities during the engineer visit.
Do not turn the engineer away when they come to your home. You will receive confirmation of the engineer appointment. Please ring your telephone company if you have any worries or concern to get reassurance if you are not expecting the engineer.
Your service may be working on the day of the engineer visit, but changes will be made in the future that could affect your service if you do not let the engineer in. An engineer will be able to check and make changes to ensure your service is maintained and answer any questions you may have.
Ensure that the engineer checks that everything is working before they leave.

Telecare Alarm Users

What do I need to do if I use a telecare alarm?

Ensure you press you make regular test calls through to your telecare provider to make sure this is working. This is more important with the switchover taking place.

If you use a telecare alarm, you must call your landline phone provider now and speak with them. Your landline phone provider will help make sure your alarm keeps working through the switchover. They can also talk to you about whether you need an upgraded device, new adapter, device battery back-up or a mobile phone backup.

Your telecare provider can also provide information about the equipment they have provided to you and confirm that it is digitally compatible.

For Bradford Council Safe and Sound customers

We want to make sure that your Safe and Sound telecare alarm and pendant continue to work for you effectively and keeps you safe during and after these changes. To do this we have recently upgraded to a digital call receiving centre and provided our customers with digital equipment.

If you receive an appointment or visit from your landline telephone provider to change you phone line, please ensure a test call is placed to the Safe and Sound monitoring centre to check you connection is working before the engineer leave your home.

If the telecare alarm does not work tell the engineer to move you back to your old landline phone and then contact Safe and Sound to let us know what has happened. The engineer can also talk to Safe and Sound whilst in your home using the pendant.

If you support someone who uses Safe and Sound and have any questions about the digital phone switchover and what support is available from Safe and Sound, please call 01274 435249 (Office hours only Monday to Thursday, 8.30am to 4.30pm, Friday, 8.30am to 4pm).

Frequently Asked Questions

Where can I find details of my landline telephone provider?

If you don’t know who your landline telephone provider is find a recent landline or broadband bill and the name of the provider and the contact number will be on there.

What if I can’t contact my landline telephone provider myself?

Your family, friends or carers need to do this for you. Please ask them for support now.
They should be with you when the call is made so you can give permission for the telephone provider to talk with them on your behalf.

If it is not possible for you to be present or give permission over the telephone due to long-term health difficulties or an acute illness, the telephone provider should talk to family friends or carers to discuss options and see what help can be provided to manage the digital switchover.

If I am not a telecare user, when should I contact my landline telephone provider about the digital phone switchover?

If you have a physical, mental health, sight, hearing or learning difficulties/disabilities you might need some help moving across to a digital line. You should contact the landline telephone provider now to discuss your support needs.

Will I be charged to upgrade telecare equipment due to the digital switchover?

Bradford Council will never ask you to pay for your telecare over the telephone, nor would our telecare service provider Safe and Sound. If you have any concerns about any telephone, email or text messages see the Safe and Sound service above.

Other telecare providers should not request additional payment for changes to your telecare provision due to the digital switchover.If you have any concerns, please contact them immediately using contact details provided by them. Please see the section about Scams below.

Will it be an engineer be from my landline telephone provider?

Some engineers will be from your landline telephone provider, but sometimes it will be an Openreach engineer who visits as they have had specialist training. It is your telephone providers decision which engineer will visit you.

Telecare scam warning

Be aware of phone calls from scammers requesting you pay or renew telecare alarm services over the phone. Callers claim to be from the new provider, and they ask for bank details to set up a new direct debit.

Bradford Council will never ask you to pay for your telecare over the telephone, nor would our telecare service provider Safe and Sound.

Bradford Council will also not tell you that you need to pay additional money over and above your annual Safe and Sound bill due to the digital switchover.

If scammers contact you:

Hang up and report this to Action Fraud. You can report a scam on the Action Fraud website or call 0300 123 2040, which is available Monday to Friday 8am to 8pm
Report to the Citizens Advice Consumer Helpline on 0808 223 1133 which is available Monday to Friday 9am to 5pm
If you are in any doubt about the identity of a caller, please don't share any personal information and end the call.
Find information on cold calls and protecting yourself from scams on the website Age UK - phone scams.
You can sign up to the Telephone Preference Service (TPS) which allows you to opt out of marketing calls? For more information visit the TPS website.