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I need to make sure that my elderly aunt is registered to get a landline box for her analogue phone

gertierace — Wed, 12 Aug 2026 10:36:28 GMT

My elderly aunt doesn't have the internet and currently has an emergency care line facility attached to her landline. My understanding is that BT needs to visit her to set up a back up system so that her care line facility continues to work with the analogue landline after the switch. I can't find anywhere on the BT website that allows me to sort out a BT engineer visit. Please assist.

Re: I need to make sure that my elderly aunt is registered to get a landline box for her analogue ph

iniltous — Wed, 12 Aug 2026 10:50:17 GMT

As far as I know, the engineer assistance for vulnerable BT customers is when broadband is in use , to assist in relocating the phone cord from the wall socket to the router socket …..as there is no broadband to consider , the change is probably going to be a PDPL , a pre digital phone line, where nothing changes at the customer address , so no visit is needed , the work to provide a PDPL , shifting the customer off the soon to be retired PSTN network, and into different exchange equipment, is done entirely within the exchange building , you get notified of the date and to expect a short downtime during the changeover.
The compatibility or non compatibility of any care alarm , is your care alarm providers responsibility not BT, if it’s not compatible they need to rectify that.

Re: I need to make sure that my elderly aunt is registered to get a landline box for her analogue ph

gertierace — Wed, 12 Aug 2026 15:19:00 GMT

Thank you. No-one has explained this to me. However I did manage to get of someone within Customer Services today and she has assured me that they are aware of her emergency care line and will handle this switch their end. Thank goodness as my aunt was getting very agitated.