A pendant alarm can sit quietly in a hallway for months without being used. That is reassuring until the day somebody falls, presses the button and needs an answer immediately. With UK landlines moving from the old analogue network to internet-based digital services, it is sensible to check that an older care alarm still connects as expected.
This does not mean that every older alarm will stop working. Many devices continue to operate correctly, while others may require a different connection, an adaptor or replacement equipment. Compatibility depends on the alarm, the monitoring service, the telephone setup and how the digital line has been installed. A short test call is therefore more useful than guessing from the age or appearance of the equipment.
Important: Do not disconnect, rewire or move essential telecare equipment to perform this check. Arrange the test with the telecare service provider and follow its instructions. If there is an immediate medical emergency, call 999 rather than carrying out a test.
Why should families check care alarms on digital landlines?
Traditional landlines used the Public Switched Telephone Network, usually shortened to PSTN. The UK telecommunications industry is retiring that older network and moving home telephone services to technologies that use an internet connection. These may be described as Digital Voice, VoIP, internet phone or an all-IP service.
The change affects more than ordinary telephone calls. Some personal alarms, fall detectors and telecare base units have historically used the analogue telephone line to send an alert and connect the user to a monitoring centre. The UK Government says that more than two million people use telecare and that most telecare devices have historically relied on the analogue landline network.
An analogue-style alarm is not necessarily defective simply because the home has moved to a digital line. The question is whether the complete setup is compatible and has been tested. Ofcom advises people with a care alarm or telecare device to tell their landline provider, because the device might not work properly on a digital landline without the right arrangements.
First, check whether the home already has a digital phone line
Many households have already changed without using the words “digital switchover.” Look at how the home telephone is connected. If the telephone plugs into the broadband router or a separate digital hub instead of the traditional wall socket, the service is probably digital. Bills, emails or letters from the telephone company may also mention Digital Voice, VoIP, internet calls or a new home phone service.
If you are unsure, contact the company that supplies the home telephone or broadband service. Ask one direct question: “Is this address now using a digital landline rather than the old PSTN service?” Also tell the company that a telecare alarm is installed at the property. Do not assume that the telephone company already has this information recorded.
The five-minute care alarm safety check
Choose a calm time when your parent is safe and you can remain with them. Have the telecare provider’s telephone number nearby. If possible, tell the monitoring centre in advance that you want to make a routine test call. Some services schedule periodic tests or have their own testing procedure, so their instructions should take priority.
1. Look at the base unit without unplugging it
Check for an unfamiliar warning light, error message or repeated sound. Do not rely on colour alone, because indicators vary between models. A light that is normal on one unit could mean something different on another. If anything looks unusual, note it down or take a photograph to show the telecare provider.
2. Check the surrounding equipment
Make sure the router and any supplied connection equipment are switched on. Look for loose plugs or visible damage, but do not alter the wiring unless the provider asks you to do so. If the alarm was professionally installed, it is particularly important not to improvise a new connection.
3. Press the alarm using the provider’s test procedure
Use the pendant, wrist button or base-unit button exactly as instructed. Tell your parent beforehand that an operator may speak through the unit. The purpose is to reproduce the journey an emergency alert would take, from the button to the monitoring centre.
4. Speak to the monitoring operator
Explain immediately that this is a planned test and that no emergency assistance is required. Confirm that the operator can hear the person clearly and that the person can hear the operator. Ask whether the expected account or address details appeared correctly at the monitoring centre. The provider can tell you what information its particular system should transmit.
5. Record the result
Write down the date, time and outcome. A successful test should include more than hearing a noise from the base unit: the alert should reach the monitoring service and the two-way communication or data expected for that system should work. Ask the provider how often it recommends repeating the test, particularly after changes to the broadband, router, telephone service or alarm equipment.
A successful check means:
- the button activated the base unit;
- the alert reached the correct monitoring centre;
- speech was clear enough in both directions, where supported;
- the operator received the information expected for that system; and
- the call closed correctly after the test.
Three signs that the setup may be incompatible
The unit displays a new line warning. An unfamiliar indicator, error message or warning tone after the telephone service changes should be reported. It may indicate a line, power, installation or compatibility problem rather than a fault in the alarm itself.
The test call does not reach the monitoring centre reliably. A call that fails, disconnects or works only intermittently requires investigation. Do not repeatedly test it without guidance, as each activation may be treated as a genuine alert.
The call connects but does not work as expected. The operator may be unable to hear the user clearly, or information normally transmitted by that particular system may not arrive correctly. Ask the monitoring provider to confirm the expected behaviour rather than assuming that hearing a voice means every part of the service worked.
What should you do if the care alarm test fails?
Stay with your parent and contact the organisation responsible for the telecare service. This might be a council service, housing association, charity or private careline provider. Explain that the property uses a digital telephone line and describe exactly what happened during the test.
You should also contact the landline or broadband company and tell it that a vulnerable customer relies on telecare equipment. The telephone company manages the digital phone connection; the telecare provider manages the alarm service. One organisation may need information from the other, so keep a note of names, dates and reference numbers.
Ask whether the current alarm has been approved or tested for that digital setup, whether an engineer needs to visit and whether digital-ready replacement equipment is required. Do not purchase an adaptor or replacement independently unless the telecare provider confirms that it is suitable.
Until the service is confirmed as working, agree a temporary safety plan. Depending on the person’s needs, this could include scheduled telephone calls, a charged mobile kept within reach or additional visits from family or carers. These measures are not substitutes for a functioning monitored alarm, but they may reduce risk while the connection is investigated.
Remember what happens during a power cut
Traditional phone services were often powered through the telephone network. Digital landlines normally depend on mains-powered equipment such as a broadband router. Ofcom warns that digital landlines will not work during a power cut unless a back-up solution is available.
A routine alarm test while the electricity is on does not prove that the system will work when power is lost. Ask both providers what continues to operate during a power cut, how long any battery lasts and what the user should do when power is unavailable. Do not switch off essential equipment to simulate a power cut yourself.
Ofcom states that people who depend on their landline to contact the emergency services, and who do not have a working mobile or reliable mobile signal, should tell their provider. The provider must offer an appropriate back-up solution free of charge in qualifying circumstances. The precise solution will depend on the household and provider.
Who should be told about the alarm?
Families sometimes inform the telecare service but forget the telephone company, or tell the telephone company without checking with the monitoring service. Contact both. Make sure each has current contact details and knows that telecare equipment is used at the address.
It is also worth checking whether your parent is registered for any relevant priority or additional-support service. Older age alone is not the only reason someone may need support. Disability, limited mobility, a health condition, communication needs, lack of mobile coverage and dependence on the landline may all be relevant.
Questions to ask the telecare provider
- Is this alarm compatible with the digital telephone service at the property?
- Was the full connection tested after the landline changed?
- What should happen during a successful test call?
- How often should we test the pendant and base unit?
- Will the service work during a power cut?
- Does the equipment rely on the landline, broadband or a mobile network?
- Who should we call if a warning light appears?
- Is an engineer visit or digital-ready replacement required?
Frequently asked questions
Will every analogue care alarm stop working on a digital line?
No. Compatibility varies, and some equipment may work with an appropriate setup. The safest approach is to ask the telecare provider and complete an end-to-end test after any change to the telephone service.
Can I test my parent’s pendant alarm myself?
You can usually help your parent perform a routine test, but you should first follow the monitoring provider’s procedure. Always tell the operator immediately that it is a test.
Is the broadband company responsible for the alarm?
The telephone or broadband company is responsible for its communications service, while the council or private telecare provider is normally responsible for the monitored alarm service. Both may need to be involved when checking compatibility.
Does a green light prove the alarm is working?
Not necessarily. Indicator meanings differ, and a normal-looking base unit does not prove that an alert will reach the monitoring centre. An end-to-end test provides better reassurance.
What if my parent has not yet moved to a digital landline?
Tell the telephone company about the telecare alarm before the migration takes place. Contact the telecare provider as well, so the equipment can be checked and suitable arrangements made before the service changes.
A five-minute check can prevent an unpleasant surprise
The digital landline switchover is a change to the UK’s underlying communications network, not evidence that a particular alarm provider has supplied a defective product. Nevertheless, equipment that was designed around an older telephone network should not be assumed to work in every new configuration.
Check how the home phone is connected, tell both providers about the alarm and carry out a supervised test using the telecare service’s instructions. Five minutes spent confirming the connection now can provide useful reassurance—and reveal a compatibility issue before the alarm is needed in a genuine emergency.
Official UK information
- Ofcom: Your landline is going digital—what you need to know
- UK Government: Moving landlines to digital technologies
- UK Government: Telecare National Action Plan
Information notice: This article provides general UK information and is not a substitute for instructions from a telecare provider, telecommunications provider or emergency service. Equipment and connection arrangements vary.