Assistive technology

Digital switchover: Lifeline

What is happening and when

The UK’s landline phone network is changing to a digital system by January 2027. This means phone calls, including Lifeline alarms, will use a broadband internet connection instead of copper phone lines.

The current analogue network is old and is being switched off across the UK. The new digital system is more reliable and supports future services.

Lifeline equipment is being upgraded in stages, so not everyone will be upgraded at the same time. West Northamptonshire Council is replacing all analogue Lifeline units by 31 March 2026.

Why we changing to digital Lifeline units before January 2027

The Department of Health and Social Care and BT have told us that the phone line used to receive alarm calls at our monitoring centre will stop working after 31 March 2026. This is because a type of analogue phone line is being switched off nationally.

To make sure your alarm continues to work, Lifeline units must be upgraded to digital before this date.

West Northamptonshire Council will contact you by phone to arrange an appointment. Our staff will carry photo ID and a letter confirming why they are visiting.

If you miss your appointment, please contact us to rearrange it. Your Lifeline will continue to work until the end of the day on 31 March 2026.

What this means for your Lifeline service

Impact on your service

Your Lifeline service will continue, but some users may need a new unit. West Northamptonshire Council is working to make sure there is no disruption.

Checking your equipment

Your unit is already digital-ready if it is a:

• Telealarm GSM
• Carium GSM
• Chubb GSM

If you have a Tunstall Lifeline Vi or Tynetec Reach, it will need to be replaced.

You do not need to do anything at the moment, we will send you a letter and arrange a replacement before January 2027. If you do not receive a letter, your equipment is likely already compatible. 

What you need to do

There is no need to contact your phone provider, we are working with them to make sure the change happens safely. If your provider gets in touch, speak to us before agreeing to anything.

Staying safe and supporting others

We will always send you a letter before visiting your home. Our staff carry official photo ID and will never pressure you into making decisions.

If someone contacts you unexpectedly or asks for personal information, do not share anything. Press your Lifeline button to speak to our 24/7 monitoring centre, or call us on 0300 126 7000.

Scammers may try to take advantage of the digital switchover. West Northamptonshire Council will always contact you clearly and safely. If you are ever unsure, contact us to check.

Family members and carers can help by reading letters with their loved ones, making sure they do not agree to changes from phone providers, and contacting us with any concerns. Carers are welcome to get in touch by phone or email at [email protected].

If you need more help

We are here to support you. Press your Lifeline button to speak to an operator, or contact us:

• telephone: 0300 126 7000 or 01604 526001
• email: [email protected]

Last updated 16 February 2026