BT & Virgin Media O2 Lead Drive to Protect 2M Telecare Users
As the UK’s telecoms infrastructure undergoes a nationwide shift from analogue to digital landlines, leading providers BT and Virgin Media O2, in collaboration with the UK Government and key industry bodies, have launched a major campaign to safeguard telecare users during the transition.
Over two million people in the UK—many of them elderly or disabled—are reliant on telecare devices for emergency support.
The campaign urges individuals and their families to contact their landline providers and ensure their services remain fully operational throughout the migration process.
Protecting the most vulnerable through industry collaboration
Reliability concerns and rising fault rates are driving the move away from the ageing copper-based Public Switched Telephone Network (PSTN). Ofcom data shows a 45% increase in faults in 2024 alone, highlighting the urgency of modernisation. However, safety remains the telecoms industry’s top priority.
BT Group’s Consumer CEO, Claire Gillies, highlighted the importance of acting now: “Moving customers onto newer digital services is a necessary step as the reliability of the 40-year-old analogue landline technology is increasingly fragile – therefore, the time to act is now. We’re pleased to work closely with government and industry partners to ensure nobody is left behind.”
Virgin Media O2’s Chief Operations Officer, Rob Orr, reinforced this message, saying: “Inaction would mean putting vital services at risk. If you or someone you know uses a telecare alarm, pick up the phone and talk to your provider. Let us know, and we’ll support you every step of the way.”
On-the-ground support: engineer visits and battery backups
To minimise disruption, telecom providers have committed to a series of safeguards in a checklist agreed upon in November 2024. These include in-home engineer visits to personally test telecare alarms post-migration and the provision of free battery backup devices to ensure telecare systems remain functional during power outages.
The checklist has been implemented by collaborating with the government, providers, Ofcom, and industry groups such as techUK and the Telecare Services Association (TSA).
Alyson Scurfield, CEO of TSA, stressed the importance of outreach, stating: “Landline phone lines are switching to digital, which could stop telecare alarms working. Many families and carers aren’t aware of the impact this could have on life-saving telecare.
"That’s why TSA is supporting this national campaign.”
The campaign, funded by BT and Virgin Media O2, is being promoted across national media channels. TV, radio, print and social media coverage are expected to reach 95% of UK adults, including 98% of those aged over 65.
To further extend its visibility, posters will be displayed in GP surgeries, hospitals, pharmacies and post offices.
Minister for Communications Sir Chris Bryant highlighted the campaign’s critical timing: “We cannot afford to leave anyone behind during the vital transition to digital landlines. I have personally set a strict checklist of safeguards for industry to comply with before they migrate any telecare user.”
Case studies like Ann, a 90-something resident of Stockport, illustrate the positive outcomes of proactive engagement. After suffering a fall, she relied heavily on her telecare pendant.
“The visit with the engineer was most enjoyable and very smooth. It’s left me feeling reassured and confident,” she said. “It’s also given my daughter peace of mind, knowing the alarm works properly.”
“Patient safety is our priority. We are working with providers to make sure no one falls through the cracks.
"Modernising our telecoms infrastructure will help guarantee the safety of millions.”
A national call to action
Industry leaders and government officials are united in their call for action. Users of telecare services, or those who care for someone who is a user, are urged to contact their landline provider immediately to ensure continued service and access the tailored support on offer.
Matthew Evans, Director of Markets and COO at techUK, summarised the campaign’s broader significance, stating: “With many millions of UK households having already completed the migration, it is essential to raise awareness and complete this move.
"We are proud to support this initiative to ensure a safe and sustainable switch.”
The digital switchover is essential for building a resilient, modern communications network. But it can only succeed if everyone is included.
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