By January 2027, analogue telephone lines will be switched to digital lines. This will mean that phone lines, broadband and other services or devices relying on an analogue line like telecare alarm systems, smoke alarms or lifts will need to work with a digital line.
This may mean some changes to our customers who have devices in their homes relying on these lines.
To help you understand more about this, take a look at our FAQ's below.
If you want to get in touch or have any questions, please contact us at digitalswitch@livewest.co.uk.
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Across the UK telephone and broadband providers will be moving their customers from old analogue landlines over to new upgraded digital landline services by January 2027. This includes BT’s Digital Voice, which you may have seen advertised.
This change from providers will affect our customers who use services which work using analogue lines, for example telecare system alarms, smoke detectors and lifts.
From January 2027, technology that uses analogue lines will no longer work. Providers are doing these upgrades to improve the quality and reliability of service their customers get.
Find out more from the Openreach website.
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Analogue lines can be used for items like phone lines, internet lines, telecare systems, CCTV, door entry systems and lifts.
If you pay for your own telephone or telecare system service, contact your provider who will confirm if you need to do anything.
If your telecare system is provided by LiveWest you do not need to do anything with the equipment. We be updating you with the next steps.
LiveWest will also be responsible for upgrading any devices in communal areas.
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Whilst it is your choice, we recommend getting your phone line upgraded, as upgrading will make sure any devices you have that use the phone line, like telecare systems, will continue to work.
If you do choose to have a new line installed we have a preference to Open providers. However this is not something that LiveWest can do for you as the relationship is between the provider and the customer direct but we can advise you or support you with contacting the provider if you require it.
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For most of our schemes with communal areas affected by the digital switch, we have already started to make some changes from analogue to digital, for example with lifts.
Due to the age and condition of some of our telecare systems, it is not possible to update them to digital lines.
In September 2024 our independent contractor Orestone completed surveys to all schemes with a LiveWest managed telecare system. They have now provided us with information to confirm if the telecare system will work with a digital line, or if not what will work.
The results of our surveys will help us make decisions on any works required before the digital switchover. We will be consulting with any customers affected by these proposed works.
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We will be getting in touch with you about what specific work needs to happen in your building or home. The surveys we have already carried out have told us what the switch will have for different places, and the work we will carry out may be slightly different depending on the age of the equipment and type of accommodation.
We will be consulting with you if we need to carry out work, as well as any disruption you might face.
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By the end of January 2027, digital landlines will need to be in place. However, we are working hard to stay ahead of this date to make sure that our customers relying on telecare systems are protected. We will continue to keep you updated on timelines.
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There will be some changes to your schemes’ service charge and changes to your personal charge. We are mindful of keeping the costs as low as possible for customers, and will be considered at all stages of the upgrade.
We need to invite companies to quote for the works, and we will inform you of the costs at stage two of the consultation process.
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Your phone line provider will be able to answer any general questions about the digital switch, but your housing officer or scheme manager will be able to help advise you if LiveWest provide your telecare system or another service affected by the digital switch.
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Criminals may use the digital switchover as an opportunity for scams. Be vigilant and do not share your details with suspicious callers on your door step, your phone or email.
Remember, our LiveWest colleague will:- Contact you prior to visiting to confirm an appointment.
- You will be able to check our colleagues’ credentials when they arrive, as our team members will wear photo ID. They will be happy to show you their pass if you ask to see it.
- If you are unsure about the reason for a visit, please contact us and our customer service team will be able to confirm any details regarding the visit.
You can find more tips about how to protect yourself on the Action Fraud UK website.
If you think you have been scammed, it is important to report it with the police, and contact your bank if you think you could lose money.