If you or a loved one relies on a personal alarm, there is an important change taking place across the UK that you need to know about.
The UK’s traditional analogue telephone network is being replaced by a digital, internet-based telephone network, often called Digital Voice, VoIP or the digital phone switchover. Most customers are expected to have moved to the new network by January 2027.
For many households, the change will happen with little disruption. But for people who rely on an older analogue personal alarm or telecare system, it is much more important.
The issue isn’t simply that analogue technology is becoming outdated.
Some analogue telecare alarms were designed to communicate over the old PSTN telephone network, not today’s digital VoIP networks. When those alarms are connected through a digital telephone service, alarm calls may not always connect successfully first time.
For a device whose entire purpose is to summon help during an emergency, that matters.
For decades, most UK landline calls have travelled over the Public Switched Telephone Network, or PSTN.
That network is now reaching the end of its operational life and telephone providers are replacing it with digital telephone services.
Instead of your traditional telephone being connected directly to an analogue telephone exchange, calls are increasingly carried digitally using internet protocol technology.
This change also affects devices connected to telephone lines, including some:
The Government currently expects the migration of UK telephone services to be largely completed by January 2027.
This is where the issue becomes particularly important.
Many older personal alarms were designed specifically to communicate using the characteristics of an analogue PSTN telephone line.
Digital telephone networks work differently.
An analogue alarm may therefore still appear to function after a telephone line has been converted to Digital Voice, but its signalling can be affected as the call passes across the digital network.
This can result in what the telecare industry calls a First Time Call Failure (FTCF), where an alarm is activated but the emergency call does not successfully reach the monitoring centre on its first attempt.
The Government’s Telecare National Action Plan has explicitly warned that analogue telecare devices have a higher rate of failure when connected to digital telephone landlines and should be replaced with digital devices as quickly as reasonably possible to reduce the risk.
The Government has also reported serious incidents, including a small number of fatalities, where telecare equipment did not operate correctly during the transition to digital telephone services.
That is why this isn’t simply a question of upgrading to newer technology.
It is a safety issue.
Failure rates vary considerably depending on the alarm equipment, signalling protocol, telephone provider, network configuration and monitoring centre receiving the call.
There is therefore no single failure percentage that applies to every analogue alarm in the UK.
However, testing and operational monitoring across the telecare industry has repeatedly identified first-time call failures.
Some published industry datasets have recorded average first-time failure rates of around 18% to 26% during particular reporting periods, with substantially higher rates associated with certain legacy devices and protocols.
Government guidance similarly acknowledges that testing has demonstrated higher failure rates for analogue alarms operating across digital telephone networks.
Put simply: an analogue alarm working yesterday does not automatically mean it will operate reliably once the telephone service carrying its call has changed.
And with personal alarms, “usually works” isn’t the standard anyone should be comfortable with.
Imagine someone living alone suffers a serious fall.
They press their alarm pendant expecting to hear a monitoring operator.
That call needs to reach the monitoring centre quickly and reliably.
If the first attempt fails, the alarm may attempt to reconnect, but that can introduce a delay at exactly the moment when the person needs help.
For someone who is frightened, injured, unable to move or experiencing a medical emergency, even a short delay matters.
Personal alarms exist because people need confidence that when they press the button, someone will be there.
That is why moving away from legacy analogue signalling is so important.
It isn’t always obvious by looking at the equipment.
If your alarm is connected to your traditional telephone line or telephone socket, contact your alarm provider and ask:
“Is my alarm fully digital, or is it an analogue alarm operating over my telephone line?”
You should also ask whether the equipment has been tested and approved for use with your telephone provider’s Digital Voice service.
Ofcom advises people with telecare alarms, health pendants and personal alarms to tell their telephone provider about the equipment before their landline is migrated to digital.
If you are unsure, don’t assume that because the alarm still makes a call it is fully compatible.
Ask.
One way of avoiding the analogue-over-VoIP problem altogether is to use a personal alarm designed to communicate digitally without relying on your household landline.
That’s how Red Button Telecare’s current personal alarm packages operate.
Our At Home Personal Alarm uses a fully digital lifeline unit which communicates using the mobile network.
There is no landline or Wi-Fi connection required.
Simply plug the unit into a power socket, complete your test call and the system is ready to use.
The package includes:
View the Red Button At Home Personal Alarm package.
For somebody who also wants protection away from home, our Out & About Watch combines mobile connectivity with GPS location technology.
If the SOS alarm is activated, the wearer can speak directly to the monitoring centre through the watch and their location can be identified so that appropriate help can be arranged.
Features include:
View the Red Button Out & About Watch.
If you or somebody you care for currently uses a personal alarm, there are a few sensible steps to take.
First, tell your telephone provider that there is a telecare or personal alarm at the property.
Ofcom specifically advises customers to do this before their landline is converted.
Second, speak to the company providing your alarm.
Ask whether the equipment is analogue or digital and whether it will operate reliably after your telephone service changes.
Third, don’t assume an analogue device is safe simply because it appears to work.
Compatibility can depend on the alarm, signalling protocol, telephone network and monitoring equipment being used.
Finally, if you are replacing your alarm, consider moving to a fully digital system rather than relying on an older analogue alarm communicating through a converted digital landline.
There is no need to panic about the digital switchover.
But there is a very good reason to prepare for it.
Millions of people rely on telecare and personal alarms precisely because they may need urgent assistance when nobody else is around.
The alarm therefore needs to do one thing above everything else:
get the call for help through.
Moving to a fully digital personal alarm removes the uncertainty associated with sending legacy analogue telecare signalling across a telephone network it was not originally designed to use.
At Red Button Telecare, our current At Home Personal Alarm and Out & About Watch do not require a traditional landline and connect using mobile technology instead.
Packages start from £19.99 per month, with many customers eligible for VAT exemption, and UK delivery is free.
You can browse our full range of personal alarms or use our online product finder to help decide which option best suits you or your loved one.
If you are worried about the digital switchover or aren’t sure whether your existing personal alarm is analogue or digital, speak to us.
Our team can explain the options without the jargon and help you find a personal alarm suited to your circumstances.
Call Red Button Telecare on 0800 008 6277 or visit Red Button Telecare online.
Because when an emergency happens, your alarm shouldn’t just work eventually.
It should work when you need it.
Looking for a reliable personal alarm for yourself or a loved one? The Red Button SOS Watch is the ideal safety companion—designed for independence, peace of mind, and round-the-clock protection.
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