If you or a loved one relies on a personal alarm system, consumer watchdog Which? has sounded the alarm about devices from three major providers that could fail when needed most.
In a troubling new study, Which? discovered that personal protection brands SureSafe, Careline365, and LifeConnect24 continue to offer analogue personal alarms that won’t function properly once the UK switches to a fully digital landline network in early 2027.
These emergency devices serve as vital lifelines for elderly people, those with disabilities, and anyone recovering from severe illness. Around 1.8 million UK households currently depend on these alarms to contact loved ones or emergency services during a crisis.
The problem is that analogue alarms will only work with traditional phone lines, which are being phased out before the industry deadline of January 2027 — a date that was revised after campaigners pushed for a delay.
With so many households across the UK already switched-over to digital systems, these older devices pinpointed by Which? could already be unreliable in your area.
Almost everyone in the UK was supposed to be reliant on a broadband-powered landline by now… but the deadline was revised to early 2027 following a series of setbacks | VIRGIN MEDIA O2 PRESS OFFICE
Plans for a UK-wide landline switch-off were first announced back in November 2017. It’s worth emphasising that this is not a Government scheme or deadline; the proposal came from the industry itself.
At the time, industry heavyweights said they were struggling to find parts to maintain and repair analogue phone lines as few companies are still making the components used by this century-old system.
But it’s not just about the nuts and bolts to keep landlines working. As you already know, if you’ve used WhatsApp to chat to someone on the other side of the planet, all-digital calls can offer much clearer calls, especially over longer distances.
Calls via fibre-optic cable are also less likely to be impacted by bad weather, since this technology is immune to several environmental factors, like temperature and electromagnetic fluctuations, that negatively impact copper cables.
Analogue alarms typically cost less than digital versions, which might tempt people to choose them without considering the future digital switch
|
CARELINE 365 PRESS OFFICE
When Which? examined seven telecare providers’ websites in early August, they found alarming practices. SureSafe was selling three analogue-only devices without any warning about the digital transition or compatibility issues. The company has since updated its website after being contacted by the consumer group.
Careline365 and LifeConnect24 do explain on their websites that their analogue alarms might stop functioning, but they continue selling them anyway. LifeConnect24 describes digital devices as a “strongly recommended” upgrade, which Which? says downplays the serious safety risks many could face.
These analogue alarms typically cost less than digital versions, which might tempt you to choose them without considering the future digital switch. For instance, the landline plan from Careline365 costs £9.99 per month, whereas the most affordable digital plan costs £29.40.
Four other providers – Careium, Helpalert, Taking Care and Telecare24 – only sell digital alarms that will work with the new network. The Government has already taken action after two vulnerable people died when their personal alarms failed during the switchover.
Last year, ministers introduced a charter requiring providers to halt forced migrations to digital systems.
Despite years of planning and publicity about the digital transition, these companies keep selling products that won’t work properly in the near future. In fact, the government’s Telecare National Action Plan, published in February, clearly states that suppliers should stop manufacturing and selling analogue equipment.
Sue Davies, Which? Head of Consumer Protection Policy said: “The deadline for the switch-over is fast approaching, and the vast majority of the UK has been migrated to digital networks. It is shocking that certain telecare providers continue to sell analogue products when they could be putting lives at risk.”
A spokesperson for Careline365 and LifeConnect24 responded to Which?: “We have been preparing for the digital switchover for many years, and as a result, the vast majority of products we sell are digital devices.”
They claim a “small minority of vulnerable consumers” still need analogue devices to stay protected during the transition. SureSafe says it has focused on mobile technology since 2015, with 99% of its alarms being SIM-based and ready for digital networks.
“The remaining need for analogue devices is very limited, only where no mobile signal or internet exists and an analogue line remains,” SureSafe’s spokesperson explained. The company says it has updated its website messaging after Which?’s intervention to make the risks clearer for customers.
LATEST DEVELOPMENTS
Which? demands immediate action from Trading Standards and the Office for Product Safety and Standards to remove these products from sale. The consumer group believes companies selling analogue-only devices could be breaching consumer rights laws, as these alarms must be “fit for particular purpose” and of “satisfactory quality.”
Health Minister Stephen Kinnock commented on Which?’s campaign, stating: “People rely on their telecare devices to keep them safe and connected to help when they need it most – the safety of users is vital.”
He confirmed the government is working with industry to ensure the digital switchover protects vulnerable users. Last year, ministers wrote to suppliers urging them to stop selling analogue-only devices, emphasising that your safety depends on having equipment that works reliably when you need it most.
