This topic

Careline Alarm Users

PH936 — Thu, 21 Sep 2023 13:55:34 GMT

Would anyone know if BT operatives are any obligation of warning careline alarm users that their units may not work if they switch to Digital Voice ?

I'm worried that they may just attend and disconnect the alarm and leave it for the user to make contact with the alarm providers.

BT Digital Switch Over Correspondence

PH936 — Thu, 21 Sep 2023 13:57:03 GMT

Would anyone be so kind to share any correspondence they have received from BT regarding the digital switchover ? TIA.

Re: Careline Alarm Users

jac_95 — Thu, 21 Sep 2023 13:57:06 GMT

Hi PH936,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Careline Alarm Users

licquorice — Thu, 21 Sep 2023 14:04:52 GMT

There will be no 'BT operatives' attending your house for the DV switchover.

Alarm companies are fully aware of the switchover

Re: BT Digital Switch Over Correspondence

licquorice — Thu, 21 Sep 2023 14:09:39 GMT

Plenty of information here

https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

https://www.bt.com/help/landline/digital-voice-migration

Re: Careline Alarm Users

jac_95 — Thu, 21 Sep 2023 14:35:50 GMT

It's advised you speak to your care alarm provider to let them know about the switch to digital voice. Also speak to your phone line service provider so they are aware that you have a care alarm.

Your care alarm provider should be able to check if the current unit is compatible or if they need to upgrade it.

As others have stated the tech enabled and social care industry have been working with the telecom industry on this change.

In addition there's also more information further down on the main BT digital voice page: https://www.bt.com/broadband/digital-voice

Here's a copy of one of the postcards sent out to customer below.

Re: Careline Alarm Users

PH936 — Thu, 21 Sep 2023 14:44:20 GMT

What if someone wishes to change to a DV set up now ? Will BT need to attend if additional equipment is required ?

Do you know if the old analogue line would need to be disconnected ?

Re: Careline Alarm Users

jac_95 — Thu, 21 Sep 2023 14:51:18 GMT

When switching again you should make the provider be that if it's BT or another provider you are switching to that you have a care alarm so the appropriate advice, help and solutions can be provided to you.

Same applies for letting your care alarm provider know that your switching to a digital based landline phone service.

Since the 5th September 2023 (earlier this month) a stop sell of traditional phone services came in so new customers would be moved to a digital based phone line service as part of the switch.

Re: Careline Alarm Users

licquorice — Thu, 21 Sep 2023 14:51:19 GMT

The switch to DV is a completely remote activity, no visit is required.

It is entirely independent to moving to full fibre which does require an engineer visit.

If moved to DV, you will require a Smart Hub2 which would be sent to you in advance of the switchover if you don't already have one.

Not sure if you can request being switched, your location may not be enabled for DV yet.

Re: Careline Alarm Users

jac_95 — Thu, 21 Sep 2023 15:03:56 GMT

@licquorice

Believe anyone can now request to be moved to digital voice (especially as we are now in a stop sell of WLR traditional phone services).

Also I think you can request extra support with the move to digital voice for cases where you have a care alarm and are vulnerable (e.g physical/mental impairment)