Keep up to date with the issues impacting your telecare services. Our useful round-up looks at the key dates to be aware of over the next 12-18 months, as well as providing an overview on the progress of significant projects, such as the digital phone switchover and the sunsetting of the 3G network.
We’re in a period of transition. With new technology requirements and shifting customer expectations, there’s a lot to consider as a housing provider – but also many opportunities to build on your current offerings to create effective and life-enhancing services for your customers today and in the future.
This useful round-up looks at the key dates and issues to be aware of, with the aim of providing a collective overview of the digital phone switchover as well as other linked areas of interest.
– Digital phone switchover
– 3G network switch off
– ISDN withdrawal
– Key dates to be aware of
The progress of the digital phone switchover
First announced in 2017, the new digital network is currently being rolled out across the UK. As we get closer to the analogue switch-off date, it’s crucial to make sure telecare services can meet the demands of digital.
When will the digital phone switchover happen?
This is happening now, as work is already well underway to migrate customers onto the digital network. To date an estimated third of phone lines and the majority of exchanges have been digitally upgraded. This means a large proportion of the UK telecoms infrastructure is already digital.
– The end date for the digital phone switchover was originally publicised as December 2025, at which point the analogue network would be retired completely.
– The BT Group have now announced a revised timetable, extending the end date by 13 months to January 2027.
– However, other communications providers (such as TalkTalk, Virgin and Sky) are still working to the original December 2025 deadline.
– The TSA has responded to the extension: “We emphasise the importance of maintaining momentum in migration efforts. This new timeline should not be perceived as a pause but as a strategic extension to ensure that the migration process is comprehensive and minimally disruptive.”
What does this mean for your telecare services?
Even if your area is not yet on the digital network, the ongoing rollout is increasingly likely to impact your telecare services due to the way alarm calls are routed across different portions of the network to the monitoring centre. This can result in compatibility issues, leading to first-time call failures.
Openreach confirmed at an Appello webinar in 2023 that there may be little notice before an area is switched onto the digital network as “each communications provider will migrate their own customers when they are ready”.
What are the risks of first time call failure?
The digital phone switchover is already impacting telecare services that still use analogue equipment. With upgrade work well underway, there’s been a steady rise in reported first-time call failures, when a telecare alarm call fails to connect to the monitoring centre on the first attempt. This can cause significant delays in emergency response, putting vulnerable people at risk.
What are communications providers saying?
The Public Switched Telephone Network charter was published in December 2023. Communications.
providers (including BT, Virgin, Sky and TalkTalk) have pledged: “No telecare users will be migrated to digital landline services without us, the customer, or the telecare company confirming that they have a compatible and functioning telecare solution in place.” The TSA has called for clarity on how this will be managed.
What is the analogue stop-sell?
Openreach took the significant step of ending the sale of new analogue services across the UK in September 2023, explaining: “That means when customers sign up for a new contract – or when they switch, upgrade or re-grade their service via their provider – they’ll be moved onto a new digital line rather than an analogue one.”
The 3G switch-off and what this means for telecare services
The UK’s mobile network providers have begun to switch off (or ‘sunset’) their 3G networks in order to support the faster, more reliable 4G and 5G networks.
This is significant for telecare services as the mobile network is used as an alternative means of connecting telecare users to the monitoring centre, either as a back-up option or for those who don’t want to rely on their broadband connection.
– Each mobile operator has its own timeline for the sunsetting of 3G over the next 12 months.
– It’s essential to confirm any mobile devices used as part of your telecare services do not rely on 3G connectivity. This is particularly likely to be the case with older devices.
– The 4G network provides the fastest, most reliable mobile connection. 2G will remain in place for now as a baseline option, particularly for rural areas, but mobile network providers plan to switch this off also by 2033.
The ISDN withdrawal and why this impacts telecare services
The withdrawal of ISDN is separate, but linked to, the digital phone switchover. It’s likely to impact telecare services as the majority of monitoring centres use ISDN to receive alarm calls.
– ISDN handles both voice and data over the telephone network and has essentially bridged the gap between analogue and digital technologies, masking compatibility issues.
– If monitoring centres replace ISDN without making significant adjustments to their systems, there’s a danger we’ll see a huge spike in first time call failures.
– The ISDN withdrawal is following a similar timetable to the digital phone switchover, but larger telecare providers are being notified that the ISDN shut down will begin by the end of 2024.
– Find out more about the ISDN issue in our video, ‘Why the ISDN switch off affects your telecare services today!’, which is part of our Discussing Digital series.
Key dates and issues for housing providers
January 2024
Vodafone to begin final phase of 3G switch off (completed in February 2024)
EE begins its 3G switch off (completed in February 2024)
Adult Social Care Technology Fund expressions of interest for second wave of funding in progress £25 million has been allocated by the Treasury with an ambition to support 80% of care providers to go digital by March 2024. Care providers can submit an application to access these vital funds to activate their digital transformation projects – e.g. could include fall prevention technologies. Must be CQC registered.
March 2024
ITEC 2024 takes place 18 & 19 March
The TSA annual conference has a theme this year of: “Empowering People’s Lives: Transforming Futures Through Knowledge, Innovation and Action”. Appello are exhibiting at the event, so it’s a good opportunity to hear the news on the move to digital and see the latest developments in equipment from Appello and others.
TAPPI 2 findings published
Led by the Housing Learning and Improvement Network (Housing LIN), the TEC Services Association (TSA) and funded by The Dunhill Medical Trust, TAPPI seeks to address the opportunity that technology has to enhance the lives of our ageing population and the barriers that prevent its adoption.
April 2024
Three begins its 3G switch off, starting in the Midlands area of the UK (plans to complete this by end 2024)
May 2024
Data Protection and Digital Information (DPDI) Bill passed by House of Commons
This is expected to receive Royal Assent later in 2024. It’s important to be aware of any regulatory changes this may bring, as it will update the UK’s GDPR legislation.
Mid 2024
Government update expected on the Telecare Stakeholders Action Plan
In particular, information on best practice, including from the Local Government Association and local authorities who have already migrated to digital, and more details on campaigns to increase public awareness.
June 2024
Housing 2024 Conference takes place on 25-27 June
This is an opportunity to hear about the digital phone switchover and its implications within the wider remit of housing.
End 2024
ISDN withdrawal to begin
Some larger telecare providers have been notified that they will need to replace ISDN from the end of 2024 onwards.
Older People’s Taskforce recommendations expected to be published
This taskforce is examining how we can improve housing for older people to help people live independently for longer.
January 2025
Virgin Media O2 to begin 3G switch off.
March 2025
Digital social care records – core level of digitisation to be in place
This is part of the NHS Transformation Directorate’s ‘Digitising Social Care’ plans, supported by the CQC.
December 2025
End date for the digital phone switchover for some communications providers
While BT Group have announced a revised timetable, others are still working towards migrating all customers to digital by the end of 2025.
January 2027
The analogue phone network to be retired
Openreach states: “By this time, everyone in the UK will be upgraded to a digital phone line… allowing the UK to keep pace with the rest of the world.”
Appello – simplifying the digital switchover
Our goal at Appello is to provide all the facts on the digital phone switchover, so you can make decisions with confidence.
– Sign up to our email newsletter, which provides regular updates and insights, as well as details of our upcoming events.
– Talk to us about your next steps for a pain-free transition to digital telecare.
