Digital Switch Over Guide

The UK’s Telephone Network is Changing

Copper wires and analogue signals have been around for over a century. But, because it’s been around for a long time, it’s no longer as efficient as it could be, replacement parts are hard to come by and it fails more often. This is why the analogue phone network will be replacedby the end of 2025.

By this point everyone in the UK will have been upgraded to a digital phone line, providing a greener, faster, and more reliable service. This means landline voice calls will soon be transmitted digitally – in the same way your broadband works.

To enable this change, most people in the UK from big organisations, to small local businesses, data hungry families, to elderly relatives using their landline as a lifeline will need to answer the call and get ready for the Upgrade to Digital Phone Lines.

This is a guide to explain how the switchover will affect MASCOT customers and how we can help assist customers with any queries.

As we know the old analogue lines are being switched off and new digital ones being installed. The digital switchover is happening now and will be a completed by 2025. Dates will depend upon each Call Provider (CP) who will in turn contact customers directly.

This means that customers telephones and our alarm will not be connected to a telephone wall socket but will be connected into a new Hub/Router provided by their Call Provider (CP). The Hub/router will either be connected directly into a new ‘digital’ wall socket or into the old ‘master’ telephone socket.

On the back of each hub/router is a clearly marked telephone socket which, depending upon the make of the hub/router can be either directly connected or by the use an adaptor like the ones used on our alarms for the telephones.

A Careline connected to your phone will allow you to take advantage of the latest electronic assistive technologies linked to our community team at our Call Centre.

By this point everyone in the UK will have been upgraded to a digital phone line, providing a greener, faster, and more reliable service. This means landline voice calls will soon be transmitted digitally – in the same way your broadband works.

To enable this change, most people in the UK from big organisations, to small local businesses, data hungry families, to elderly relatives using their landline as a lifeline will need to answer the call and get ready for the Upgrade to Digital Phone Lines.

Most CPs will post out routers for customers to set up themselves. We have been informed by BT, Virgin & Talk Talk that if they know the customer is vulnerable (not all our customers are vulnerable) they will attend to set up. However, this may not always the case.

Issues

Extensions:

  • Telephone extensions will not work. All alarms on extensions will have to be moved to the Master socket and into the Hub/Router.
  • We are looking at possible ways of re-instating old extensions.
  • It is important that customers are aware of this as their alarm will not work unless relocated.
  • Where the alarm is a long way from the customer, we may re-install either a SmartHub or a new Sound Booster

Power cuts:

  • If there is a power cut, the Hub/Router will not work which means our alarms (except a SmartHub) will not work.
  • If a customer is venerable, the CPs will provide a UPS (uninterrupted power supply) which will work for up to an hour only.

Existing telephones:

  • Older telephones may not work. So far we have found that the newer DECT (Digitaly Enhanced Cordless Telephone) seem to work ok.
  • New compatible VOIP phones are being sold by BT, however, it’s a new phone and technology for people to use.

Vulnerable customers:

  • All CPs have been given our ARC numbers and should be aware that telecare is connected. However, we have come across some CPs that aren’t aware of our ARC number.
  • As mentioned before, if the customer is venerable the CPs will attend to set up the Hub/Router as well as provide a UPS battery backup.

UK Networks

All Other Call Providers