About the analogue to digital switchover
In the UK, the analogue phone system that we have used for many years is being replaced by a modern digital system. This is called a digital upgrade.
This is because the UK needs a modern phone system which can handle how people want to communicate by using their mobile phones, laptops, tablets or other electronic devices.
The transition to digital technology has many benefits for lifeline users including:
- faster call connection to the Forestcare Control Centre
- better audio quality
- improved reliability
Currently, your Forestcare lifeline alarm is connected to the analogue phone network. Until you have the digital upgrade, the way your lifeline alarm works will not change. You will be able to raise emergency calls in the same way as you do now.
The switchover will involve upgrading your current analogue equipment to a new digital alarm unit. It will work either by using wireless technology or through an ethernet cable if you have a digital phone line.
The digital upgrade is planned to be completed by the end of January 2027. Phone companies are already encouraging people to upgrade their phone systems. This will involve your phone provider arranging for a telephone engineer to come to your home to install the new system.
How we are preparing for the switchover
Forestcare will start its digital equipment upgrade for lifeline alarms and any linked sensors in the coming months.
We will be in touch with you at the relevant time to make an appointment to install your new digital equipment and remove the analogue equipment.
The weekly charge you currently pay will increase once you have had a digital hub installed. This reflects the increased costs incurred by Forestcare.
We are currently expecting to upgrade all customer equipment by the end of January 2027. This date is an estimate and may change due to operational factors.
After your equipment has been upgraded, the way you activate a call and how the operator responds to the call will not change.
We will write to you soon about how these changes will impact our service costs, terms and conditions and what options are available to you.
We want to make sure you have a smooth transition to the digital system. The continuity of the lifeline service for your safety is our main concern.
If you have any questions, please contact us.
What you need to do
We are making you aware that this change is happening, so that you know what to do if your telephone provider contacts you to offer you a digital upgrade.
Action needed
If your lifeline alarm is connected to your phone line, you need to let us know who your phone provider is as soon as possible.
You can do this by pressing your pendant to activate a call through to the control centre.
If for some reason the call cannot be connected, call Forestcare on 01344 786500.
You do not need to call us if you have a PocketPal or sim-only alarm.
If you are contacted by your phone provider
When your telephone provider contacts you to arrange a digital upgrade:
- ask them to put a marker on your account to make sure they are aware that you have a lifeline alarm service
- request a free of charge battery back-up unit (this provides an hour of service in the event of a mains power failure)
- make sure you to have an alternative way of communicating in case of an emergency
If your provider gives you a date for an engineer to upgrade the system, contact us so we can update your account and make the necessary arrangements.
When the engineer comes, make sure they know that:
- you have a lifeline unit at home
- the installation cannot be completed until a successful alarm test call has taken place
The installer from your lifeline provider will visit your home to make sure that your lifeline unit is re-connected successfully. They will make a test call to the control centre using your lifeline unit before the engineer leaves your home.
How to tell if you have a digital phone line
Digital phone lines have already started to be installed in some homes, so you may already have one.
Phone services are often sold as part of a package combined with internet access or digital television. This means that you may have already been upgraded to a digital phone line if you changed your internet or TV package.
If you have had to connect your phone to a different socket, potentially on your internet router, wifi hub or TV box, then you have probably been moved to a digital phone line.
You can tell if you still have an analogue phone line because your phone will still connect directly into the (main) telephone socket.
If you are unsure, you should ask your telephone provider.
Provider contact details
BT
Say you are calling about the Digital Voice option.
Phone: 0330 1234 150
Virgin Media
Say you are phoning about the fibre home phone switchover.
Phone: 0345 454 1111
Sky
Say you are phoning about internet calls.
Phone: 0344 241 0333