Key takeaways
Telecare devices -- including lifeline alarms, personal alarms, fall detectors and care call systems -- that connect via a traditional landline may not work after the PSTN switch-off.
BT is retiring its PSTN by January 2027. After this, all landlines will run over VoIP (digital voice over broadband). Most telecare devices designed for PSTN use analogue tones that are incompatible with VoIP.
Contact your telecare device supplier as soon as possible to check whether your device is VoIP-compatible. If not, it will need to be replaced or upgraded before your PSTN migration.
Ofcom requires telecoms providers to identify vulnerable customers -- including those who use telecare -- and ensure they are not migrated to VoIP until compatible equipment is in place.
Burglar alarms, fire alarms, medical alert systems and lift alarms connected via a phone line are similarly affected and should be checked with their respective suppliers.
Reviewed: June 2026Key facts
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Why telecare devices are at risk
Telecare devices -- lifeline alarms, personal alarms, fall detectors, door sensors and care call systems -- communicate using analogue tones transmitted over the traditional PSTN telephone network. When a user presses their alarm button, the device dials a monitoring centre using PSTN technology and transmits an analogue signal.
VoIP (the digital technology replacing PSTN) compresses voice into data packets and transmits them over broadband. This process does not reliably support the analogue modem-type tones that most telecare devices use. A device that worked perfectly on PSTN may fail entirely on VoIP, even though the phone line appears to work normally for voice calls.
If you or a family member relies on a telecare alarm or personal alarm device connected to a landline, take action now. The PSTN switch-off is underway and your provider may migrate your line before January 2027.
Which devices are affected
| Device type | Risk level | Action needed |
|---|---|---|
| Lifeline / pendant alarm | HIGH | Contact supplier immediately to check VoIP compatibility |
| Fall detector | HIGH | Contact supplier -- may need replacement |
| Care call system | HIGH | Contact supplier -- may need upgrade |
| Burglar alarm (PSTN-connected) | HIGH | Contact alarm company to check compatibility |
| Fire alarm (PSTN-connected) | HIGH | Contact alarm company |
| Lift emergency phone | HIGH | Contact lift maintenance company |
| Fax machine | MEDIUM | Most fax machines incompatible with VoIP -- consider alternatives |
| Card payment terminal (PSTN) | MEDIUM | Contact payment provider |
| Standard telephone handset | LOW | Will work with VoIP via router port or adapter |
What to do right now
Step 1 -- Contact your telecare device supplier. Ask specifically: 'Is this device compatible with VoIP or digital voice?' Do not assume compatibility. Ask for written confirmation. If the device is not compatible, ask what replacement or upgrade options are available and what they cost.
Step 2 -- Contact your telecoms provider. Inform them that you or a household member uses a telecare device. Under Ofcom's rules, your provider must flag you as a vulnerable customer for the purposes of the PSTN migration and must not migrate your line until compatible equipment is in place.
Step 3 -- Check who funds the replacement. If your telecare device was provided by your local council, NHS or a housing association, contact them about funding for replacement VoIP-compatible equipment. If you purchased the device privately, check whether the supplier offers a subsidised upgrade.
Power cuts and telecare
Even with a VoIP-compatible telecare device, there is a separate risk to address: power cuts. Traditional PSTN landlines continued to work during mains power outages because the copper telephone network carried its own power. VoIP phones and telecare devices that connect via a broadband router stop working when the mains electricity fails.
Ofcom requires telecoms providers to offer battery backup units to vulnerable customers who need their landline or telecare connection to work during power cuts. Contact your telecoms provider to arrange battery backup before your PSTN migration if power cut resilience is important for you.
Ofcom's rules protecting telecare users
Ofcom has specific requirements for providers migrating vulnerable customers from PSTN to VoIP. Providers must identify customers who may have telecare or medical equipment connected to their phone line, must not migrate such customers until they are satisfied that compatible equipment is in place, and must make reasonable efforts to support the transition including providing information about battery backup and compatible devices.
If your provider proposes to migrate you to VoIP and you have telecare equipment that is not yet VoIP-compatible, you can object to the migration until the issue is resolved. Contact your provider and reference Ofcom's vulnerable customer protections.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current information at ofcom.org.uk.
Frequently asked questions
Will my lifeline alarm work after the PSTN switch-off?
Not necessarily. Most lifeline and personal alarm devices use PSTN-based analogue technology that may not work over VoIP. Contact your device supplier now to ask specifically whether it is VoIP-compatible. If not, ask about replacement or upgrade options before your provider migrates your landline.
Who should I contact about my telecare device and the PSTN switch-off?
Contact three parties: (1) your telecare device supplier to check VoIP compatibility, (2) your telecoms provider to flag that you have a telecare device (so they can treat you as a vulnerable customer under Ofcom's rules), and (3) whoever provides or funds your telecare service (local council, NHS, housing association) if relevant.
What if my telecare device is not VoIP-compatible?
If your device is not compatible, you need a replacement before your PSTN migration. Options include: replacing the device with a VoIP-compatible model, upgrading to a mobile network-based telecare device (which works over 2G/3G/4G rather than a phone line), or a device that connects via Wi-Fi. Contact your supplier about the most suitable replacement.
Who pays for a replacement telecare device?
This depends on how the device was provided. If your local council or NHS provided the device as part of a care package, they are responsible for ensuring it is replaced with VoIP-compatible equipment. If you purchased it privately, check with the supplier about upgrade pricing. Some telecoms providers are offering equipment support as part of their PSTN migration programme.
My telecoms provider wants to switch me to VoIP -- what should I do?
If you have telecare equipment, tell your provider immediately that you cannot be migrated until VoIP-compatible equipment is in place. Under Ofcom's rules, your provider must not migrate vulnerable customers without first ensuring their needs are met. Request in writing that your migration is paused until the telecare compatibility issue is resolved.
Will my burglar alarm still work after the PSTN switch-off?
Not necessarily if it connects via a phone line. Contact your alarm company and ask whether it is VoIP-compatible. Many alarm systems use analogue diallers to contact monitoring centres -- these often need upgrading to work over VoIP or to use mobile network communication instead.
What about lift emergency phones?
Lifts with emergency phones connected via PSTN are affected by the switch-off. Building managers and lift maintenance companies need to check and upgrade lift emergency communication systems before the PSTN retirement. Contact your lift maintenance company for specific advice.
What is battery backup and do I need it?
Battery backup is a device that keeps your broadband router and VoIP phone powered during mains electricity outages. Without it, a power cut means your VoIP phone stops working -- unlike a PSTN phone which continued to work. If you use telecare, have medical needs, or live in an area with poor mobile coverage, ask your telecoms provider for battery backup as part of your PSTN migration.
