The UK’s telephone network is changing. Between now and the beginning of 2027, all telephone providers will be moving their customers telephone landlines from a technology called analogue to one that is digital.
The digital switchover means that your existing equipment such as a Lifeline emergency alarm unit is required to be updated or reconfigured to ensure it continues to work effectively.
The Council is in the process of planning upgrades for residents across the County Borough. The upgrades will be completed over the course of the next two years and when your Lifeline device(s) is due to be upgraded, one of our team will contact you to make the necessary arrangements for an engineer to visit your property at a convenient time.
Please be aware that there have been reports of scams related to the digital switchover where people have been asked for personal and financial information. Please note that the digital switchover is free of charge and the Council will never ask for any financial information relating to the digital switchover. To ensure your safety, all RCT engineers will be carrying an identity card.
Below is a list of frequently asked questions that will give you a better understanding of the digital switchover, what you need to do and how Rhondda Cynon Taf will support you through it.
Frequently Asked Questions
Q: What is happening?
A: The UK’s telephone network is changing. All telephone providers will be gradually moving their customers’ telephone landlines from an analogue telephone system to a modern digital system. This is called the “Digital Switchover”. The Digital Switchover is planned to be completed by the beginning of 2027.
Q: Why is it happening?
A: The Digital Switchover is happening to improve the quality and reliability of the UK’s telephone network. Old networks, made up of copper wires, are no longer fit for purpose and need to be updated in order to keep up with future demands.
Q: When will this be happening?
A: Between now and the beginning of 2027, all telephone providers will be moving their customers’ telephone landlines from an analogue technology to one that is digital. If they have not already done so, your providers (for example BT, Talk Talk, Sky etc), will notify you of their plans to progress this switchover and when it’s likely to take place.
Upgrades to Lifeline device(s) for residents across the County Borough will also be completed over the course of the next 12 months. When your Lifeline device(s) is due to be upgraded, one of our team will contact you to make the necessary arrangements for an engineer to visit your property at a convenient time.
Q: Will the Digital Switchover affect my Lifeline or Telecare service?
A: Yes, the digital switchover means that your existing equipment, such as a Lifeline emergency alarm unit, is required to be updated or reconfigured to ensure it continues to work effectively.
The Council will need to visit your property on a convenient date and install the new equipment. These changes are free of charge and should be straightforward.
Q: What will the Council be doing?
A: The Council is in the process of planning upgrades to Lifeline device(s) for residents across the County Borough. This means we will be replacing your analogue Lifeline Alarm unit with a new Lifeline Digital unit. When your Lifeline device(s) is due to be upgraded, one of our team will contact you via a phone call to make the necessary arrangements for an engineer to visit your property at a convenient time. An engineer will then install the new equipment. These changes are free of charge and should be straightforward. The upgrades will be completed over the course of the 12 months.
If you have not yet received a letter from your telephone provider with a date for your switchover, there is no need for you to do anything at the moment.
If your telephone provider contacts you to progress the switchover prior to us contacting you, please inform them that you have a Lifeline device which could be affected by a change to your lines. Sometimes people will know these devices by a different name, such as “Telecare Alarm Service”, “Careline Alarms”, “Emergency Alarm”, “Pendant Alarm”, or “Health Pendants”. After your telephone provider has contacted, please then get in contact with us directly via telephone on 01443 425050.
Q: I already have a Lifeline Digital unit, why have I received a letter?
A: With your consent we would like to update the settings on your Lifeline Digital unit and utilise your home Wifi. This will make the connection to our response centre quicker, more reliable and allows for clearer communication between yourselves and our operators.
Q: I don’t have home wifi. What does this mean for me?
A: Don’t worry, we can still fit a Lifeline Digital unit which will connect to our response centre. If you already have the Lifeline Digital unit but do not have Wifi then the set-up of your unit is complete and we will not need to re-visit.
Q: How will we contact you?
A: You may have received a letter from us letting you know that we will be in touch via a phone call in the coming weeks and months. When we phone we will make the necessary arrangements for an engineer to visit your property on a convenient date.
Q: When will an installer call to my property?
A: A member of the Lifeline team will contact you by telephone to arrange a convenient time to call within the next few weeks. Please note an installer will always have identification with them.
Q: Why have I received a letter? I don’t have a lifeline
A: We have sent letters to all Lifeline customers and their emergency contacts to advise them to expect a telephone call from us with further information. If you don’t have Lifeline yourself you will have received a letter as you are listed as an emergency contact for one of our service users.
Q: Will it cost anything?
A: No, these changes are free of charge and RCT will never ask for any personal or financial information over the phone. To ensure your safety, any RCT engineer that visits your property will be carrying an identity card.
Please note that the digital switchover is free of charge and the Council will never ask for any personal or financial information over the phone. To ensure your safety, all RCT engineers will be carrying an identity card.