TEC and the analogue to digital switchover

Telephone providers in the UK are transitioning their phone services from analogue landline phones to new digital landline services.

As a result, your TEC equipment may need to be replaced with new digital equipment.

Phone companies will be contacting people to upgrade their phone service between now and 2025.

For more information about the changes to landline phones visit Age UK.

What to do

We understand a change like this can be daunting. We cannot speak to your phone provider for you, but have prepared some information and recommendations for you.

1. When your phone provider contacts you

When your phone provider contacts you to arrange your digital upgrade, ask them to make a note on your account that you have telecare/TEC equipment.

The phone provider will arrange for an engineer to visit your home.

2. Before the visit, contact Progress Lifeline

Contact Progress Lifeline to tell them when your phone line is being upgraded, as you may need new digital equipment.

3. During the engineer's visit to your home

When the phone provider’s engineer visits your home, tell them you have TEC.

Ask that they reconnect your TEC to the new phone line before they leave so your TEC service can continue. If your technology is not reconnected, it will not work.

Before you accept the upgrade and before the engineer leaves your home, make a test call to the alarm receiving centre to check everything is working.

If the call is answered, let the operator know you are testing your equipment.

If the call is not answered, ask the engineer to reinstate the phone line and TEC equipment as it was before.

Battery back-up units

TEC users can get a free battery back-up unit for the digital phone system. Check with your phone provider to see if you are eligible for this.

The battery back-up unit will provide 1 hour of power in the event of a power failure. Ask your phone provider about their arrangements in the event of a mains power failure.

Compatibility with phone service providers

Progress Lifeline has tested its equipment at the test labs of BT, Talk Talk, Sky, Kcom and  Virgin Media. This ensures that your TEC devices are compatible with these networks and will function reliably with your phone service.

If you are with a different provider, you can contact Progress Lifeline for guidance.