The BT Digital Upgrade and Care Connect

This is because the UK needs a modern telephone system which can handle how people want to communicate by using their mobile phones, laptops, tablets, or other electronic devices. You can read more at BT - We’re switching from analogue to digital landlines.

The digital upgrade is being planned by BT Openreach. It will be completed by the end of 2025 and phone companies are already encouraging people to upgrade their phone systems. This will involve your phone provider arranging for a telephone engineer to come to your home to install the new system.

How this affects Care Connect

The Care Connect equipment installed in your home is connected to your analogue telephone line.

If you upgrade to a digital telephone line or there are any changes to your telephone line, this could affect your unit which connects you to Care Connect when you press your pendant for help.

Care Connect equipment may not work if there is a power cut or, if during work on your telephone line, your Care Connect unit is not reconnected.

Our plans moving forward

We have been writing to all customers for over three years regarding the BT Digital Upgrade to make sure they are fully informed about the upcoming changes. We will continue to communicate any updates in letters going forward.

Our Care Connect Control Room will be fully digital by 2024, meaning we will be moving all customers to a digital unit over the next few years. Until we contact you regarding this, please follow the steps below.

Please contact us on 03000 262 195 if: 

• you are contacted by your telephone provider about changes to your phone line or the digital upgrade
• an appointment is made for a telephone engineer to attend your property
• a telephone engineer attends your property to fix a faulty phone line
• you change telephone provider
• you move home
• you have concerns that your equipment may not be working. 

We may need to change your equipment to a new digital unit that will continue to work even if your power supply is interrupted e.g. during a power cut. This unit operates through a SIM card (like a mobile phone).

Telecare customers

If you are a Telecare customer with extra sensors around your home such as fall detectors, bed sensors or heat sensors, we have already written to you outlining that we will be upgrading your equipment. Some customers may have already received this upgrade to our new digital unit.

Contact us

If you are concerned about the upcoming changes to your phone line or need more information, we are here to help and can be contacted 24 hours a day on 03000 262 195.