Digital Phone Switchover

The industry are now working to a date of January 2027 to safely move the remaining customers off the PSTN network. For BT customers, that will mean either moving to Digital Voice, or the newly announced Dedicated Landline Service for those customers that don’t have Broadband.

Read press release here.

You may have heard of BT Group’s announcement this morning, around their intention to reset the date for the switching off of the Public Switched Telephone Network (PSTN).  The original date we’ve all been working towards was December 2025.  BT Group announced today the reset of this date to 31 January 2027.

Our copper product ‘Wholesale Line Rental’ (WLR) relies on the PSTN to work and we planned to withdraw this product in December 2025 in line with the PSTN switch-off.  Openreach will realign the withdrawal of WLR date to 31 January 2027. This additional 13 months allows more time for Communications Providers (CPs) to safely migrate their vulnerable customers off of the PSTN.

How does this change affect CPs (also known as Service Providers, like Sky, TalkTalk, BT etc)
Our message to CPs is to continue migrating at pace (where it is safe to do so). 
CPs now have more time to identify and safely migrate their vulnerable customers, but we encourage them to do this as soon as they can.
We will continue to work with CPs on complex migration scenarios.

What does this mean for you?
You should by now have an inventory of all your lines and associated Service Provider(s). If you’re not already talking to your Service Provider, please make plans to do so ASAP.

Please continue to audit any devices on your estate, whether that’s a lift alarm, monitoring service or telecare device. Reach out to your device suppliers and get help and advice on the compatibility of these devices on a digital network.

The urgency for switching customers onto digital services grows by the day because the 40-year-old analogue landline technology is becoming increasingly fragile and harder to maintain service. We encourage you to continue with your current plans to switch to digital as soon as possible.

What about the vulnerable?
We’ve been working closely with CPs to develop a new ‘Prove Telecare’ service which would help to ensure that telecare devices still work after an engineering visit to upgrade an end customer to a digital service. This service will be trialled later this year.

BT Business plan to launch a new service (available until 2030) called ‘Pre-digital Phone Line’. BT Business are inviting CPs to register their interest to become resellers of this service to their customers. This service will give end customers an analogue type of voice service, with power on the line via their master socket. This is a temporary solution rather than a long-term alternative to digital.

In December 2023, many CPs signed a UK Department for Science, Innovation and Technology (DSIT) PSTN Charter to protect vulnerable customers. And, in January 2024, we signed a complimentary Network Operator Charter. This led to several CPs pausing their non-voluntary migrations to make adjustments to their processes. This includes further work to identify vulnerable their customers.

We’ve updated our FAQs regarding the PSTN switch-off reset, in the first instance please check here if you have any questions

Regards

John Livermore (All-IP Industry Engagement Manager)

Web: openreach.co.uk

Important briefing from BT about incorrectly connected telecare equipment. Please read.

Incorrect use of BT Digital Voice Adapters with Telecare equipment.

This briefing is for providers and installers of dispersed analogue telecare equipment that connects over residential telephone lines provided by BT or EE.

Healthcare alarms or medical pendants MUST NOT be plugged into a BT Digital Voice Adaptor. 

Compatible* analogue telecare alarms should only be plugged into the green phone port located on the back of the BT Smart hub broadband router provided to BT Digital Voice customers.

Customers migrating to BT Digital Voice may be provided with one or more BT Digital Voice Adapters. These allow existing telephone handsets to continue to be used where they are in located away from the BT Smart hub.

The BT Digital Voice Adapter has not been tested for use with telecare alarms and will not work in the event of a power cut. The adapter is designed for use with telephone equipment only.

Other phone providers may also refer to ‘adapters’ but these should not be confused with the BT Digital Voice adapter. 

*Compatible analogue telecare equipment confirmed to work with BT Digital Voice is determined by the individual telecare service provider.

British Telecommunications plc

Registered office:

One Braham, Braham Street

London E1 8EE

Registered in England No 1800000  

www.bt.com

Last week we took part in a webinar on 3G/2G switch off by the Fire Industry Association. A link to the video recording of the event has been included for info (the passcode is ‘2g/3g/PSTN’). As there is a fair bit of crossover between sectors this may be useful to share with your contacts in telecare as it covers plenty of relevant ground.

I also wanted to flag that Vodafone is progressing with its regional 3G switch off plans, which it is highlighting through local media articles.

Thanks

Joe Patten – Ofcom

Awareness of 3G network switch offs
The Local Government Association recently published results of a survey about awareness of the upcoming 3G switch off. Based on the findings we are concerned about a continued and significant lack of awareness of the potential impact on the delivery of services, particularly telecare, when 3G and then 2G is switched off.
Ensuring continuity of service, particularly in the case of telecare services, is of paramount importance. This has been highlighted by recent serious incidents that have resulted from the upgrade of landlines to a digital network and affirms the priority that must be placed on protecting vulnerable people.
Although the decision, timings and process for switching off 3G, and subsequently 2G, is being led by the Mobile Network Operators (MNOs), we have set out our expectations of mobile providers. We want to make sure that consumers are treated fairly and can continue to access the services they need.
This letter is to reiterate the importance of ensuring that telecare and other service providers are prepared for the changes and working together with organisations that use their services to identify customers who require a device upgrade. We have therefore prepared the following information to help raise awareness with your members to help ensure any disruption is minimal.

3G switch off timing
All MNOs have committed to switching off their 3G networks by the end of next year, and some have already started this process. In addition, all MNOs have committed to switching off their 2G networks by 2033 at the latest.
The MNOs are developing their own switch-off timetables for these legacy technologies and last year saw the initial stages of 3G retirement ahead of national 3G switch-off:

• Vodafone became the first network to switch off some of its 3G services, with a number of trials carried out during 2023. It expects to complete its switch-off in early 2024.

• BT/EE piloted its 3G switch-off in Warrington in July 2023 and is planning to switch off its national 3G network in early 2024, starting in January with the aim to complete in early 2024.

• Three expects to complete its switch-off, starting in April 2024, by the end of 2024.

• Virgin Media O2 plans to switch off its 3G services in 2025.

Providers of telecare are responsible for ensuring the continuity of service
To be clear, providers of telecare services that rely on 2G or 3G networks are responsible for ensuring the continuity of service after these networks are switched off.
We expect providers of these services to take the necessary steps to ensure they are clear on how they could be impacted. We also strongly recommend working with organisations such as local authorities to identify customers who could be affected by the switch-off and minimise any associated risks.
If 2G coverage is available, most 3G devices will still be able to use 2G for voice calls and limited data services until the 2G networks are switched off in a few years’ time. If a device uses 2G, or will use 2G after 3G is switched off, then authorities and service providers will need to develop a migration plan with the 2G switch-off timings in mind.
If a device has a SIM that can only work on a 3G network, it will need to be upgraded as a priority.

3G not spot data
As providers switch off their 3G networks, we estimate that – as well as existing ‘not spots’ – a few more properties might lose access to a reliable, indoor, 3G-only mobile service from any network provider.
For telecare, this loss of 3G coverage might affect around 1-2% of a small number of devices that rely on 3G-only roaming SIMs supplied by a provider outside the UK.2
To help providers of services (especially telecare) identify any customers that could lose 3G connection, we have published a list of affected postcodes. The data does not apply to 3G devices that can also connect through 2G or 4G networks.
In addition, coverage data by MNO and technology (including 2G/3G) at a particular postcode can be found using Ofcom’s mobile coverage checker, which is based on information provided by the MNOs.
We would be grateful if you could share this letter with all members of your association at the earliest opportunity.

Yours sincerely,
Matthew
Dr Matthew Thomas, Project Director, 2G/3G switch off

Digital Voice: Signing up to the charter of commitments
By Lucy Baker MBE, All-IP Director, BT Consumer

Over the past week, we’ve been informed about incidents involving telecare users from another communications provider who had been switched to a digital landline. In light of this news, the telecoms industry, including BT, has agreed that the right thing to do is to temporarily pause all non-voluntary, managed migrations to a digital landline where there is any risk that a customer’s telecare service will not continue to work.
As part of ensuring that the necessary steps are taken to support customers making the switch, we welcome the introduction by Government of an industry charter. We are fully supportive of the formation of this charter and efforts to encourage Local Authorities and telecare providers to work with the industry on information sharing agreements, which will help us to identify telecare users before they switch.
The urgency for switching customers onto newer digital services grows by the day because the resilience of the 40-year old analogue landline technology is increasingly fragile. It’s critically important that we manage customer migrations from old to new as quickly and smoothly as possible, while making the necessary provisions for those customers with additional needs, including telecare. The charter of commitments will help significantly in achieving these objectives.

Collaborating with local authorities and telecare providers
We want to reassure our customers that we will continue to maintain strict policies to protect telecare users and vulnerable customers where we are made aware of their status. For those who use telecare, we will only switch them to Digital Voice where we, the telecare provider or the customer can confirm their service is compatible and functions using a digital landline. We offer these customers free resilience solutions such as battery back-up units and hybrid phones. Customers who are unsure or who have told us that they have a telecare device which isn’t compatible with a digital landline will not be switched until they tell us they’re ready.
We work with some participating local authorities and telecare providers across the country to identify users through information sharing agreements and we regularly ensure our data remains up to date. However, we would urge all local authorities and telecare providers to share their data with us so we can cross-reference this against our own database.
Meanwhile, we’ll continue to work with our Digital Voice Advisory Group*, charity partners, housing associations, care homes and key industry groups to shape our approach to supporting vulnerable customers to ensure that our processes are designed to meet their needs. This includes check-in points with customers, via text message and postcards to encourage them to test to ensure their service is working and to make sure they have the right back-up solutions in place.

Supporting our customers
Together with Government, Ofcom, telecoms providers, charity partners and key industry groups, BT is working hard to ensure that everyone knows about the change, how they will be impacted and what they need to do. Further information about the industry wide change can be found here: UK transition from analogue to digital landlines – GOV.UK (www.gov.uk)

We’d also encourage any vulnerable customers who have concerns or who haven’t told us about their circumstances to give us a call on 0330 1234 150. To find out more about BT’s new home phone service, Digital Voice, please visit: www.bt.com/digital-voice.

Letter from John Livermore 5th September 2023

As a key industry stakeholder I wanted to make you aware that as of today Openreach has stopped selling the copper product known as Wholesale Line Rental (WLR), which relies on the PSTN.

From today, new WLR lines, broadband over WLR, and transfers of WLR between Communication Providers (CPs) will no longer be provided. We continue to collaborate with CPs to migrate their customers to digital-only service (All IP), with particular attention given to the vulnerable and Critical National Infrastructure. This is a major milestone ahead of switching off the PSTN in December 2025.

The service for those who already have it continues until the end of 2025, or until your Communications Provider migrates you to another product likely to be based on digital technology.  You will be contacted by them when they are ready to migrate your lines.

More information about the change can be found here

ISP review have also produced an article here

Also just a quick reminder that you can get the Openreach Newsletters and attend the Industry Working Group by registering here if you haven’t already

I hope that is useful and thank you as always for your support

Regards

John Livermore
Industry Engagement Manager, All IP Implementation

Network Communication Systems, NCS, are delighted to announce the full release of its Universal Digital Composer, UDC.  The UDC will convert virtually ALL warden Call Systems to operate into a Digitally Ready ARC without any Scheme Equipment Modifications..  It is fully FAT approved and tested with UMO, and LeGrand Care Answerlink.

NCS are now taking orders with delivery slots from mid August onwards.  Recently Bevan White Barnsley, MBC Service Manager, commented:

“ We have worked with Network Communication Systems, ( NCS ) since circa 1996 and have always viewed them as our trusted partner for both Technical Advice and Product Innovation.  When faced with the challenges the Digital Switchover presented, we turned to NCS to support us.  As with many organisations, budgets are tight and the solution we needed was to allow us the time to consider all options available to us, but give us the reassurance that our service users would continue to be supported.  We are delighted to announce that we have now completed the final tests with FULL Duplex Incoming and Outgoing Conversions from our Answerlink Platform to a scheme via the NCS Universal Digital Composer, UDC.  This is of great reassurance to us, and we are looking at full implementation during the latter stages of July. “

For more information, please email sales@nsgroup.co.uk

All UK mobile network operators have committed to closing their 3G networks in the next few years. The switch-off will affect all types of devices reliant on 2G/3G mobile connectivity including telecare. If these devices are not 4G capable, they will need to be upgraded to ensure they continue to work properly after the switch-off.

Not only is the UK telecoms network going through one of the largest and most disruptive changes ever seen, but we also have to contend with the mobile networks making changes to the infrastructure to ensure these networks are fit for the future. As such it is important to understand the timelines, how these devices will be affected and what alternatives are available so that as a provider and customer you can make an informed decision about what to do.

In the report discover: What the 3G mobile switch off is | Telecare products that might operate on 3G | How this will affect telecare customers | And Careium’s advice on what to do next.

Read Gary Clark’s, Careium’s Technical Director, comprehensive guidance on the switch-over.

BT recently announced plans to roll out it’s new home phone service, Digital Voice, on a region-by-region basis, starting with the East Midlands.

Throughout July BT will be heading to towns and cities across the region to host a range of events where they’ll have a team on hand who can tell you what Digital Voice is, why the change is necessary and what it means for you.

Customers will be able to have one-to-one conversations with BT staff and are encouraged to come along. No need to pre-book, just turn up.

Customers will be contacted at least four weeks in advance before making the switch, to ensure they are ready to move to Digital Voice. For almost all customers Digital Voice will have no impact on how they use their home phone. They’ll still have the same service and price plan and bills will stay the same. In addition, more than 99% of phone handsets work with Digital Voice and, for those that won’t, BT has a range of handsets that customers can order.

Upcoming events in the East Midlands include:

Townhalls

BT will be present in townhalls across the region in July to address customer questions on the ground. Customers will be able to speak to BT advisors and test Digital Voice products, as well as take part in digital skills training. The first two townhalls to be confirmed are as follows:

• • 5th July, 10:00 – 17:00: Bolero Suite, The Motorpoint Arena, Bolero Square, Nottingham, NG1 1LA

• • 18th July, 10:00 – 17:00: Hansom Hall, Leicester Adult Education College, 54 Belvoir Street, Leicester, LE1 6QL

Demonstration Vehicle

BT will tour 12 towns and cities over the course of July to ensure customers across the East Midlands can speak to BT staff about the switch and try out the new technology for themselves. Confirmed dates and locations:

• • 10-11th July: Dobbies Garden Centre Northampton, Newport Pagnel Road, Wooton

• • 12-13th July: Dobbies Garden Centre Harlestone Heath, Harlestone Road

• • 14th July: Kettering Market, High Street

• • 15-16th July: Willow Place, Corby

• • 17-18th July: Dobbies Garden Centre Stapleton, Ashby Road

• • 19-20th July: Rutland Council Catmose Car park, Market Pl, Oakham

• • 21st-22nd July: Notcutts Wheatcroft, Landmere Lane

• • 23rd July: Dobbies Garden Centre, Derby

• • 24th July:  Morrisons, Mansfield

• • 25th July: Market Place, Mansfield

• • 26th-27th July: Dobbies Garden Centre Chesterfield

• • 28th-29th July: Louth Garden Centre, Legbourne Road

• • 30th-31st July: Dobbies Garden Centre Boston

Full information of dates and which towns and cities will be hosting BT events will be available on the

Digital Voice website: www.bt.com/digitalvoice

Several telecare suppliers have developed equipment over the last few months, with many more digital options now being available. As part of our ongoing support with the digital phone switchover we have compiled details on some of the devices that are available.

Although we do not endorse particular devices, all the solutions are supplied by trusted UKTelehealthcare supply members so that telecare service providers can view this material as part of their decision-making processes.

Please use the following link to access the list.

Digital Ready Telecare Devices

For many users of technology enabled care (TEC), the ability to carry out simple activities like video calling, calling for help following a fall or having the reassurance that someone is on the other end of the line, should they need support can be life changing.

As a result, it is the responsibility of all TEC providers to ensure their customers can transition safely from analogue to digital in a timely fashion.

Read the full blog on ‘How to Transition Safely from Analogue to Digital (Do’s and Don’ts) here.

Message to Telecare ARCS and Associated Contacts

(February 2023)

Openreach had previously intended to cease all remaining “in scope” copper assets (WLR only) within the Salisbury and Mildenhall trial areas in April 2023. By “in scope” we mean assets within the fibre footprint (full fibre for Salisbury, full fibre or a fibre alternative for Mildenhall) who have not had an exemption granted – for example where a key piece of Customer Premises Equipment (CPE) will not work in an All IP environment. Despite ongoing communications from our Communication Providers (CPs) to engage their customers, there are still a number of customers who have not responded.  We are therefore looking at ways to prompt end customers to have a conversation with their CP about next steps.  These include slowing the broadband speed, and/or routing non freephone numbers directly to the CP.  Once CPs engage with their customers in Salisbury and Mildenhall they will either move them to full fibre (in Salisbury) or a fibre alternative (in Mildenhall) or, if vulnerable and they cannot move to an All IP product, apply to us for an exemption (removing them from risk of cessation or service degradation). We are trying to further identify these vulnerable customers, which is why we are reaching out to you.

As per previous conversations it is important that vulnerable customers (users of telecare devices) are not impacted by these changes. We are already working with Salisbury Council to identify these customers and will exempt these lines if not already done so. We understand Mildenhall operate a mobile based solution so these customers are not impacted. However, we are keen to identify “private” users of telecare devices where Openreach and the CP have no knowledge of the device.

In order to identify and exempt these “private” device users, we would be grateful if could you please approach your members and ask them to identify telecare users in the Salisbury and Mildenhall areas (identifiable by having a 01722 or 01638 telephone number dialling code). Clearly we do not need sensitive name and address detail, just the customers telephone number. Openreach would very much like to get this data on affected customers using all-ip-enquiries@openreach.co.uk

Regards

John Livermore

ALL IP Industry Engagement Manager

openreach

Mob: +44 (0) 7889 207939

Teams: +44 (0) 331 626 1200

Web: openreach.co.uk

www.linkedin.com/in/John-Livermore-ALL-IP-openreach

Hi, I’m Phil Cain, TalkTalk’s Industry and Vendor Liaison manager and, amongst other things, I manage the TalkTalk All IP test lab in Irlam, Manchester.

With All IP being very much in the news of late I’m even more keen than ever to have manufacturers and equipment suppliers come into our labs to test any equipment that might be connected to our network, either now or in the future. As we move to All IP communications we want to make sure no one is left vulnerable when their switchover occurs. Some may already have tested on Openreach networks with other suppliers, but just because it works on one doesn’t necessarily mean it will work on others.

If you’re not a manufacturer or supplier but a provider that uses Telecare equipment I would urge you to ask your provider to come and test at TalkTalk. The more testing information we have the better.

Our lab has FTTP and FTTC lines on both Consumer and Business. You can test on our latest WiFi Hub 2 which has a built in ATA, and we also have our Battery Back unit in the lab for testing. Finally we have a working version of a Voice Reinjection kit available too.

To book a date, just email me (phil.cain@talktalkplc.com) and we can compare diaries, or use this link to make a booking. The lab is generally available Tuesday, Wednesday and Thursday (Monday and Friday by agreement) and we will make sure one of our technical experts is around on the day in case you have any problems / queries.

Please remember that just because it works on one Network doesn’t guarantee it will work on TalkTalk, so please take this opportunity to test your equipment for you and your customers’ peace of mind.

Regards

PHIL

Phil Cain
Industry and Vendor Liaison

Digital Switchover White Paper

“A new White Paper – ‘The Digital Reality’ – from Everon UK, supported by Housing LIN, with contributions from TSA, Openreach, BT Group and Eseye, outlines important changes impacting the digital transition and how to safely transition from analogue to digital in a timely manner.

With the cut off date to the digital switchover drawing closer, the white paper outlines important changes impacting the digital transition. It addresses:

• • The What and the Why of the digital switchover

• • The Future of Housing

• • How digital transformation can transform care

• • The £500 million Adult Social Care discharge fund

• • The Digital Opportunity for housing and care

Click here to download the White Paper.

What’s happening?

As you may know, the technology that underpins the Public Switched Telephone Network (PSTN) must change, which means the way we deliver our landline service must change too.

The copper-based equipment used today is becoming outdated and is not fit for prolonged future use. Telecoms operators have to take action to upgrade the phone network in order to keep offering landline service. To this end, Virgin Media is changing the way the landline services work; instead of running over the copper technology, it will run over the broadband network.

For the majority of customers, the migration over to “Digital Voice” (sometimes referred to as “IP Voice” or “Fibre Voice”) will have limited impact. However, we are aware some customers will need extra support, particularly those who use telecare devices. We also know that Local Authorities are often involved in the provision of telecare devices.

Virgin Media’s Migration

Virgin Media has a programme in place to decommission the old Telephone Switches (sometimes referred to as Telephone Exchanges) in our network and migrate the customers whose landlines are connected to those switches. This work is happening now and will be ongoing until the end of 2025. We work on multiple Telephone Switches at once and we have dates by which they need to have all the customers migrated away from them. In order to meet those dates, we migrate customers in batches to gradually reduce the number of landlines connected to a switch.

We have attached a list of switches and the target final migration date for residential customers for 2023 and 2024. It is important to note that migrations will be happening before the dates shown on the lists. Get in touch with us to receive a searchable spreadsheet where you can see the postcodes belonging to each switch. Please respond to kerry.smith2@virginmediaO2.co.uk and copy in IPVoice@virginmedia.co.uk.

2023 Virgin Media Switch Order

2024 Virgin Media Switch Order

These dates may change, and we will endeavour to give you information on this as soon as we are able to do so.

Telecare

The very last batch of customers migrated away from a switch is a dedicated telecare batch. This means at any point whilst we’re carrying out migrations on this switch, if we identify a telecare user, we can move them into a dedicated customer group and give them the last possible migration date for that switch. 

The advice we give to telecare users is:

• • Connected devices and equipment operating over their landline – such as telehealth alarms – may not be compatible with the new telephone services. Customers are advised to contact their alarm provider to check that their equipment is compatible ‘Digital Voice’ products.

• • As the telephone is being delivered over broadband technology instead of copper, it will no longer be independently powered. Therefore, in the event of a power cut or broadband network disruption the landline cannot be used to make or receive calls, and any device or equipment use the phone line to make calls or send signals will not work without its own back-up. Virgin Media providers customers with an Emergency Backup Line that ensure voice calls to emergency services can continue. However, this does not support third-party devices and customers are advised to speak to their device provider to about obtaining a device that a separate, dedicated back-up (such as its own battery and a SIM card).

Our standard migration timeline for customers is three months, but we give customers we know to be telecare users up to six months.

How we identify telecare users

Virgin Media O2 has been working with the telecare industry and Local Authorities to identify telecare users so that we can offer them extra support and longer migration journey. In order to do this, we use Alarm Receiving Centre telephone numbers to which telecare devices make outbound calls. We use this information to identify which customers may have devices in their homes that operate over the phone line. Organisations can share their ARC numbers with us by emailing by responding to kerry.smith2@virginmediaO2.co.uk and copying in IPVoice@virginmedia.co.uk. 

We have also developed a data-sharing agreement that can be used between Virgin Media and Local Authority (or other telecare organisation). This will allow us to understand which of your clients are telecare device users, and for your organisation to understand which of your clients are Virgin Media customers and when they may be impacted by our migrations. If you would like a copy of the agreement, please respond to kerry.smith2@virginmediaO2.co.uk and copy in IPVoice@virginmedia.co.uk.

More information

If you have any queries, we would be happy to discuss them with you. Please email IPVoice@virginmedia.co.uk.

You can also find more information here:

https://community.virginmedia.com/t5/Virgin-Phone-Switchover/gh-p/Switchover 

Telecare Stakeholder Action Plan is now available on GOV.UK (December 2022)

Following your input through UKTelehealthcare and other stakeholders during 2022 I am pleased to let you know that DHSC/NHS England Joint Unit has now published its Telecare Stakeholder Action Plan which is available on the following link Telecare Stakeholder Action Plan.  In addition to the action plan the related FarrPoint research report is also now available to download. 

UKTelehealthcare are pleased to have had the opportunity to input into this important document on behalf of our members and the wider TEC industry, and will continue to engage and support this work in 2023. 

As part of our continuing work on the Analogue to Digital transition we will be running two virtual events on the 18^th and 25^th January 2023.  More details will be available on the Events page of the UKTelehealthcare website shortly.

For all the latest news on the A2D transition please visit our All IP pages or members can raise questions with other stakeholders via the Members Blog using the All IP category when posting.

Gerry

Mobile:         +44 7826 622 627
Office:           +44 20 8004 9229

Tranche 5 of All IP commences 2^nd August. Are you Ready?

Check if your customers will be affected!

Tranche 5 of the All IP Programme is scheduled for 2nd August, with 67 exchanges moving into the ‘stop-sell’ phase. This will bring the total number of upgraded exchanges to 318 – impacting up to 3.5 million premises across the UK. The number of affected exchanges is beginning to ramp up at its most significant pace yet as we move ever closer to 2025, when all analogue reliant systems will need to switch to a fully digital service. End-users with these legacy systems need to be upgraded and are already placing pressure on Telecare providers to offer a suitable option. CSL is supporting the industry by offering an affordable connectivity solution via our 4G Roaming SIMs, which integrate seamlessly with Telecare devices; keeping vital systems connected. Below you will find a link to the Telecare section of our All IP Hub, where we outline the benefits of going digital with CSL SIMs.

VISIT OUR ALL IP HUB

VIEW ALL EXCHANGES

CSL’s IoT team discuss the future of digital in Telecare

A brief overview of the key points discussed during CSL’s ITEC session As more and more systems move away from analogue technologies and onto digital solutions, there is a mounting necessity for Telecare providers to do the same. CSL’s IoT team chaired a recent session covering this topic and we’ve published the highlights!

DISCOVER MORE

Leading personal alarm provider, Taking.Care, has completed extensive testing of its personal alarms with Openreach

This move comes ahead of the digital telephone network upgrade being rolled out across the UK

Results from testing will help ensure Taking.Care’s elderly and vulnerable customers receive uninterrupted support for vital care services

The UK’s largest private personal alarm brand Taking.Care has become the country’s first telecare provider to complete full testing of its product range before the planned switchover from analogue to digital telephone networks by 2025.

Taking.Care has worked with Openreach to carry out rigorous stress tests of its personal care alarm range, which provides life-saving services for elderly and vulnerable people, to ensure they are compatible with the new all-digital telephone network.

The digital switch brings about major changes to the telecare industry. Traditionally reliant on analogue telephone landlines, the switchover means all new houses are set to be built with a digital-only connection from 2023. And, with change coming, many households have already upgraded, for faster networks and connectivity.

Delivered in a controlled laboratory environment, the alarm testing has been carried out on the UK’s leading telephone providers to ensure maximum longevity of Taking.Care’s telecare equipment following the switchover.

In preparation for the switch, families and older people are being urged to check the compatibility of their personal alarm with their current telecare provider and phone network once they are informed of a digital upgrade to their home phone. The worry is they could be left at risk if their personal alarm is not able to connect digitally to get help in an emergency, according to Steve Gates, Managing Director at Taking.Care.

He said: “As a company, we’ve been preparing for the transition to the digital network for some time now and Taking.Care is the first service provider to have completed this for a range of personal alarms well ahead of the switchover.

“The process has been a massive collaborative effort. And, it’s involved working closely with Openreach, telecoms providers, Ofcom, alarm manufacturers, and the Technology Services Association (the industry body for technology enabled care), to understand the impact of the digital telephone network on this life-saving service.

“It’s been really important to us to proactively respond to the potential impact the digital switchover will have on our customers. We want to provide our customers with the peace of mind that we can supply a range of products that will mitigate the impact of the digital switchover and safeguard them by instantly connecting them to professional help in an emergency.”

John Livermore, ALL IP Industry Engagement Manager at Openreach commented:

“Openreach were very pleased to host the Taking.Care team in the Digital Services Test Lab, located at our head office in London. We urge all Telecare Vendors to follow a similar path in testing their existing and planned portfolio in an All IP environment, to ensure that their customers are guided through a smooth transition to IP and that no one loses their connectivity through the migration process.”

Vulnerable customers will need to register with their telephone provider to request battery backup for their telecare equipment to ensure consistent connectivity in the event of a power outage.

In light of the digital switchover, Taking.Care has released a series of guides for consumers on how this may impact them.

Visit the Taking.Care advice hub for more information on how the digital telephone switchover affects personal alarms.

Trial sites in Salisbury and Mildenhall – These 2 exchanges are withdrawing from WLR (PSTN) in December this year as trial sites. Follow the links below for further information.

https://www.openreach.com/locations/salisbury

https://www.openreach.com/locations/mildenhall

Letter from John Livermore January 2022

I am pleased to share with you, the latest Stop Sell exchange list. This is available on the Openreach Industry web site, Industry (openreach.com) , which you might like to bookmark.

Just go to the Resources section and then Switching off copper locations list

This site also holds the latest Industry Slide pack, FAQs and Industry Fact Sheets

Many Thanks for your support

Regards

John Livermore

ALL IP Industry Engagement Manager

openreach

Mob: +44 (0) 7889 207939

Teams: +44 (0) 331 626 1200

Web: openreach.co.uk

www.linkedin.com/in/John-Livermore-ALL-IP-openreach

Letter from John Livermore

I am writing to you as a Key Industry Stakeholder of the All IP Programme with Openreach

It’s a great way to keep in touch with the programme

We now want to share with you a further part of the long term strategy for the UK Telephony industry, which is to reduce the number of telephone exchanges maintained in the network driven by the move to IP based services and the efficiencies that will enable.

There are roughly 5,600 telephone exchanges and it is planned to reduce this to around 960, which are termed Openreach Handover Point (OHP) Exchanges.

This is clearly a complex programme and will take many years.

As a starting point Openreach began a consultation process with industry on 12 November 2020 and I can now share that information with you.

Openreach plan to run a pilot of Exchange Exit in 5 locations to gather the learning for the longer term plan.

The 5 exchanges are:

Exchange	Location	Product Stop Sell Restrictions	Exchange Exit
Deddington	Oxfordshire	29/06/2021	Dec  2023
Kenton Road	London	29/06/2021	June 2024
Carrickfergus	County Antrim, Northern Ireland	25/01/2022	June 2024
Ballyclare	County Antrim, Northern Ireland	29/04/2022	June 2024
Glengormley	County Antrim, Northern Ireland	29/04/2022	June 2024

The pilots will start in April 2022, with product withdrawal and Exchange Exit as shown in the table above.

Stop sell restrictions will apply for each product and alternative supply arrangements in the impacted exchange areas will be put in place, with services supplied from the OHP location.

The consultation is open to all parties and feedback is requested by 21 January 2022.

A copy of the document is available on request

We thank you for your continued support and your valued contribution to the programme

Regards

John Livermore

ALL IP Industry Engagement Manager

openreach

Mob: +44 (0) 7889 207939

Teams: +44 (0) 331 626 1200

Web: openreach.co.uk

www.linkedin.com/in/John-Livermore-ALL-IP-openreach

Letter from John Livermore

I am very pleased to announce that the Openreach Digital Services Test Lab is now open and we’re ready to take bookings.

The Lab is for vendors of telephony hardware like Telecare, Intruder and Lift alarms, to test their current and future portfolio in an All IP environment in readiness for when traditional phone lines switch off in 2025.

At the Lab you can test access to FTTP and SOGEA/FTTC with the following Communications Providers:

1. 1. BT Consumer

1. 1. BT Enterprise

1. 1. SKY

1. 1. TalkTalk

1. 1. Vodafone

1. 1. Zen

If you are a hardware supplier, or want to inform your supplier of this Lab for them to test their devices, please look here Digital Services Test Lab (openreach.com)

You can use the link on this page to make a booking and arrange for a convenient time to carry out testing.

Openreach is committed to helping industry to get ready for the switch off of the PSTN network and to assisting the migration of all Communication Providers customers to a fibre based service before this date.

I look forward to welcoming you at our Head Quarters in Judd Street, London.

Regards

John Livermore

ALL IP Industry Engagement Manager

openreach

Mob: +44 (0) 7889 207939

Teams: +44 (0) 331 626 1200

Web: openreach.co.uk

www.linkedin.com/in/John-Livermore-ALL-IP-openreach

 

UKTelehealthcare All IP Article

Rabbits in the Digital Headlights

In 2019 Openreach announced that by 2025 they were moving their landline customers from the country’s traditional telephone network, the ‘public switched telephone network’ (PSTN), to newer digital technology known as ‘voice over internet protocol’ (VoIP), which carries calls over a broadband connection.

Openreach understood that the migration from PSTN to VoIP would impact services such as security and fire alarms, telecare devices, retail payment terminals and equipment for monitoring and controlling networks which rely on some attributes of the PSTN that may not be fully replicated in VoIP-based platforms, and that this could have implications for both domestic and business customers.

Openreach, BT, Virgin and Ofcom have engaged with the telecare sector from the onset of the announcement with Talk Talk, OTA2 and NHSX now supporting both providers and suppliers of Technology Enabled Care Services (TECS).  Despite the availability of test labs, online information, fact sheets, webinars and special interest groups there remains an underlining frustration, particularly within the provider sector, of what will or won’t work in the VoIP world!

Early focus tended to be on the compatibly of the home hubs working across the new VoIP networks and, as importantly, the issues around power failures and battery back-up when alarm units were connected to an IP router instead of telephone line.  Although the home hubs (dispersed alarms) and hard-wired systems (scheme alarms) will be an important issue to address we also need to consider the issues around Alarm Monitoring Centres (ARCS) and their compatibility with digital protocols.

It is augured that during the COVID-19 pandemic the TECS industry moved forward five years in the space of three months to adapt their services to continue to support current service users, while also providing new services to support health and social care.  Given the resilience, innovation and commitment shown by TECS providers and suppliers we should be able to address the challenges that the digital transformation programme will bring as long as we ensure that support, clear and concise information, commitment from central government and appropriate funding is available.

Going forward it is imperative that commissioners, procurement teams and TECS providers ensure that equipment purchased between now and 2025 is compatible with the All IP programme and suppliers need to ensure due diligence in guiding their customers through this process.  There is also an important role to be played by the mobile communications providers as the dependency on SIM cards as a back-up become more widely used as a standard.

The impact of All IP on services such as security, fire alarms, retail payment terminals etc. is largely mitigated by the size of these industries and the commercial investment available. The TECS sector relies on a mixture of funding streams, mainly housing and social care, to support 1.8 million vulnerable people and their carers to live more independently, and therefore requires a different approach to ensure this transition is navigated with the minimum of risk and disruption to these services!

UKTelehealthcare (UKTHC), together with a number of other organisations in the TECS sector and the communications providers, have run a number of face-to-face events (pre-Covid) and virtual events since the pandemic to address the issues raised by the All IP transition, but we have to question how much the outcomes from these takes us forward to have a robust plan in which all the TECS sector has confidence.

UKTHC has dedicated our next forum to this subject which will be held on Tuesday 21^st September from 11:00 to 13:00, where there will be sixteen industry experts from leading TECS Suppliers, Communications Providers, Mobile Communications Provides, NHSX, Ofcom, OTA2 and Openreach.

This is a FREE and open event which will give the industry not only the chance to question the panellists about the challenges to your services, but also to give us your thoughts and ideas on how we can support the TECS industry over the next three years.

You can find the full programme and registration link for this event here.

Gerry Allmark

UKTelehealthcare

Latest Stop Sell Information

Letter from John Livermore – ALL IP Industry Engagement Manager, Openreach

As a key Industry stakeholder we want to keep you informed about important issues concerning the All IP programme.

I am pleased to share with you the latest Stop Sell Exchange List here.

You will note that 86 Exchanges have been added to the list from this month and there have been some changes to the previous list. Some are due to move to stop sell in October this year, moving into 2022.

4 have moved to Jan 2022 and 7 to April 2022. A further 4 have also been removed from the list. This has been where Openreach have had to reassess the provision of full fibre, where CoVID-19 has had an effect on resources.

The updated schedule can be seen below. There are now 379 exchanges affected plus Mildenhall, which is a SoGEA/FTTC Test Site.

Please keep in touch by registering on our Call Waiting List Digital Phone Lines | Openreach

Upcoming Stop Sells

13 EXCHANGES ENTER STOP SELL

13 Exchanges enter the ‘stop sell’ phase as part of the All IP (Digital Voice) project

Find out if any of these exchanges impact you!

Earlier this year we informed service providers about the upcoming ‘stop sell’ migration for 13 telephone exchanges, taking place on the 29th June 2021. This process has now been completed and end-users in these areas will now no longer be able to purchase PSTN services. Openreach anticipates this change will impact 170,000 premises across the UK.

This is the start of an exciting period where large scale ‘stop sell’ and migrations become a reality. As we move closer to Openreach’s goal of a full withdrawal and closure of PSTN services by 2025, service providers need to consider how they are going to manage their upgrades from a wired analogue service to a wireless digital service.

Follow the link below to see which exchanges are now in the ‘stop sell’ phase.

CLICK HERE TO VISIT THE EXCHANGE LIST

 

The latest exchanges announced for April 2022

	77 new exchanges planned for ‘stop sell’
Openreach announced 77 new exchanges to enter ‘stop sell’ in April 2022. This will bring the total number up to 297 – impacting near to 3 million premises across the UK.

CLICK HERE TO DISCOVER MORE

All IP Working Group Meeting 26th April 2021

Following the meeting on the 26^th April, please find a copy of the presentations and contact details for Matthew Evans & Tom Raynsford.

Matthew Evans – matthew.evans@techUK.org  – (The UK’s technology trade association)

Tom Raynsford – tom.raynsford@dcms.gov.uk   – (Department for Digital, Culture, Media and Sport)

• • All IP Working Group TalkTalk Presentation

• • Ofcom All IP Working Group Slides

CSL have recently created a short 2 minute video explaining All IP for the Telecare sector.

Watch their video here.

Please read TalkTalk 21/03/21 updates below.

Third Party Suppliers Lab Waiting List

ARC numbers request

Openreach Updates 11/02/2021

• • Openreach_ALL_IP and WLR Withdrawal Industry Update Feb 21

• • Openreach Stop Sell Exchanges Regions A-Z Jan 21 v1.1

• • Openreach ALL IP FAQs v1.6

Frequently Asked Questions from All IP Webinar 12th November

This set of FAQs’ is based on questions asked on the BT Consumer all IP update held on 12 November 2020. Questions asked have in some cases been grouped together or slightly edited for publication purposes. FAQ’s

All IP Update Webinar from Thursday 12th November

This webinar was the latest All IP update with BT. In addition to hearing from BT Consumer there were also 10 minute presentations from Openreach and BT Enterprise with 30 minutes at the end for questions from participants. The slides from the webinar can be found below.

• • BT CONSUMER – SODHI DHILLON 

• • BT ENTERPRISES – RUTH SANDERS

• • OPENREACH – JOHN LIVERMORE

Ofcom All IP Working Group Webinar 26th October 2020

Slides available below.

All-IP Working Group Oct 20

Letter from BT 17th September 2020

Hello,

Further to our previous communication of January 2020, we’re writing to you today to advise that from September 2020, BT Consumer will gradually start including Special Service customers into our provision of Digital Voice.

We’re taking extra care to ensure Special Service users aren’t adversely affected by the move to all IP. Customers using Special Services continue to be identified through various means such as Alarm Receiving Centre calls and specific questions as part of the customer order journey.

Where we identify Special Service customers, we will advise them to inform their Special Service provider, be it telecare alarms, intruder alarms or other signalling equipment, to make them aware that their service is moving to Digital Voice. The Service Provider will need to decide what appropriate action is needed.

Intruder alarm users or other special services equipment users will be advised to contact their service provider. Telecare users will be advised to speak with their provider by making an alarm call.

The transition to all IP Voice services by communication providers is in line with BT’s announcement to move all our customers from PSTN to all IP by the end of 2025. Digital Voice is now available nationally to eligible new and existing customers. Digital Voice is not currently being offered to customers requiring a voice only service, they will remain on PSTN for the time being.

In closing, here’s our previous communication on our Digital Voice launch. For more information please visit our all-IP website.

Yours sincerely,

Sodhi Dhillon

Special Services Industry Engagement

BT Consumer

M: +44 7710 069270

E:  btdigitalvoice@bt.com

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A webinar was hosted by UKTelehealthcare, BT and Openreach on 2nd September 2020 to update members on the latest IP switchover news.

The presentations can be found on the Members Area and a recording of the webinar will be available shortly.

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The All IP Working Group (Ofcom, Openreach,  OTA, NICC, BSG and Virgin Media) has published their latest updates 28th May 2020.  Read the report below:

All-IP Working Group Report 28th May 2020

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 The latest on BT’s all IP plans and how they’ll affect telecare users, particularly ARCs. 

In 2017, BT announced their intention to move all voice communications to IP, a move that will have implications on our industry.

Similar to when the UK switched to digital TV a few years ago, we’re now looking at the same kind of switch for telephony services to an all IP network. But this means many existing telecare devices may not work as they have done in the past

Whilst 2025 is the proposed end target, digital services will likely start to roll out soon and consequently signalling systems could be affected before the 2025 date.

How can Alarm Receiving centres help ensure their users aren’t left without service?

BT Consumer is asking ARCs to provide their incoming telephone numbers (the number the telecare device dials). They can use this number to see who has a special service on their line and make sure no one is left vulnerable or without service from the switchover.

• • BT will look for these numbers in their calls records to identify the customers who have dialled them in the last 12 months and will put a marker in their account. (It’s reasonable to assume that any calls to this number would be from a device of some sort)

• • They won’t note the supplier, type of service or make/model of any special services device on those customers’ lines, just the fact that it’s likely there’s a special services device on that line

• • It will allow BT to take extra care with those customers at the time of upgrading them onto digital voice services

• • No numbers or customer information will not be shared with anybody else and BT Consumer will put in place a Non-Disclosure Agreement if required.

You can provide your incoming telephone numbers or request further information from BT by email at: btdigitalvoice@bt.com. With Openreach trials planned for Salisbury and Mildenhall next year it’s really important all ARCs provide numbers as soon as possible.

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Update October 2019  –   Read about the latest Virgin Media Trials

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September 2019 Technical Working Group Update  – All-IP (Voice) Technical Working Group 240919

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Read the latest August press release from Openreach here

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Ofcom’s recent publication on the Salisbury trial specifically related to some regulatory changes necessary to allow the move to fibre to take place can be read here.

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Changes to telephone networks – initial advice to potentially-affected sectors

Why is there a change from landlines to voice calls over the internet?

• • The UK’s telecoms networks will undergo substantial change in the coming years, as the companies that run them upgrade their technology. Some phone companies are already gradually moving their landline customers from the country’s traditional telephone network – the ‘public switched telephone network’ (PSTN) – to newer digital technology known as ‘voice over internet protocol’ (VoIP), which carries calls over a broadband connection. This means that some businesses and individuals in your sector may already be using VoIP technology, rather than a landline, for their voice calls.

• • The change will offer potential benefits to consumers, such as clearer phone calls, and it will help ensure the UK’s landline telephone services are fit for the future – including because the PSTN itself is becoming increasingly difficult and costly to fix, and it will cease to be reliable over time. The transition will be straightforward for most customers but some may require additional support to help them update their services.

• • This change, from PSTN to VoIP, is being driven by the telephone companies.

How might this have wider impacts on the telehealth and personal care alarm industry?

• • This change is not just about making calls on landline phones:

• • Over time, many other services and pieces of equipment have come to use and rely on the technical characteristics of the traditional PSTN phone network – like its ability to transport data encoded in voice band ‘tones’ (which, for example, fax machines use), and the fact that it can carry power to facilities and devices that do not have a mains power supply. Equipment or services that rely on these characteristics may need replacing, upgrading or reconfiguring.  It is possible that some facilities that your sector uses may be affected by the transition.  Based on our engagement so far – with telephone companies, wider communications providers and stakeholders – we think these could include:
    • • Telehealth and telecare services, such as monitoring systems and personal care alarms;
    • • Internal telecommunications systems, such as voice services and fax machines;
    • • Other products and services which rely on telephone line power.[1]

• • In addition, the ‘PSTN switch off’ will also lead to the cessation of ‘ISDN’ (Integrated Services Digital Network – a pre-broadband approach to providing digital connectivity) services. While ISDN use is limited these days, when it is used it can be for specific purposes or in specific circumstances which may be more difficult to replicate or replace. So, while many organisations in your sector may not be affected, any that are may need tailored solutions.

When is this happening?

• • Initial migrations will start this year (2019), where customers opt to use the new services, with completion by 2025 when the PSTN is expected to be switched off. However, different telephone companies are at different stages of managing their switch from PSTN to VoIP, leading to differences in both the particular approach each company adopts, and the timescales over which their migrations take place.

What actions do organisations need to take?

• • Telephone companies will generally not be aware of all the services and equipment that their customers are using which rely on the old PSTN technology. To ensure smooth transition, the communications regulator Ofcom is encouraging organisations to contact their telephone company, and also any suppliers of services they use that rely on the telephone network, as early as possible to discuss the changes and plan for any potential impact on the particular services and equipment they use.

• • Ofcom recommends the following action:

• • Establish if any services/technology that you or your contractors use rely on the PSTN or ISDN, and make sure you know what and where these are, whether they use the PSTN’s voice/or data capabilities, and if they rely on power through PSTN lines. Investigate widely within your sector – be aware that not all services obviously relate to landline voice calls

• • Contact your communications provider(s) to discuss timescales and the potential impact of the move to IP services on you or your business

• • Contact your service and / or equipment suppliers to see if they have conducted any testing or already offer alternatives that will work with VoIP services. Consider whether your equipment needs to be upgraded, re-configured or replaced and plan appropriate action

• • Consider whether it may be beneficial to schedule or bring forward any necessary modifications/upgrades in advance of the move to VoIP to build in optimum time to make changes

• • Ensure that other stakeholders/arms-length bodies are aware of the change and can begin engaging with their communications provider and suppliers

• • Please let Ofcom (FutureOfVoice@ofcom.org.uk) know if you become aware of any additional services that could be affected by the change which have not been identified in this note.

Where can I find out more?

• • Ofcom’s policy positioning statement on migration to VoIP – The future of fixed telephone services – sets out the changes, describes the roles and responsibilities of different organisations, and establishes Ofcom’s expectations of telecoms providers

• • Openreach, which runs the network infrastructure for many telephone companies, has also produced a short video to explain the changes

• • Contact your communications provider(s).

What next?

• • Telephone companies are working together to develop a website that will host information about the change.

• • Ofcom, working with the telephone companies, will continue to work with affected stakeholders and sectors to ensure there is widespread understanding of this change. With good planning, citizens and consumers can be protected from unnecessary disruption.

[1] This list is not exhaustive – there may be other applications within your sector

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Virgin Media, in common with other Communication Providers, is updating the way we deliver our telephone services. These services will no longer be delivered over the technology of the past, but instead will be delivered over IP Voice technology that is designed for the future.

These changes may affect you and your customers if the products or services you supply rely on the legacy public switched telephone network (PSTN), which is the case for many tele-care providers.

We need your assistance to identify customers that are common to our respective services to ensure that the appropriate support can be provided during this transition. Specifically we would like you to provide us with the telephone numbers that your solutions use to call your Alarm Receiving Centres.

Further to this, we would like to understand if your ARCs have different telephone numbers depending on the purpose of the device or solution. For example, we would like to know if tele-care devices call a different number to security alarms.

This information should be emailed to ipvoice@virginmedia.co.uk

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With BT Having announced its intention to move all voice communications to an IP platform by 2025 we’ve created a new blog on our website dedicated to the all IP rollout that they and most Communication Providers (CPs) will be implementing.

For users, the key change is that telephone services will run over broadband. Phones will connect to a broadband router instead of being plugged into the phone socket on the wall. Exactly how they connect (i.e. if they are plugged in or work wirelessly) will depend on the type of phone being used. This means that any ‘Life Line’ device that currently plugs in to the phone line in a similar way will need to be tested to ensure it will work on the all IP network.

BT will continue to provide regular updates in the coming months and they’ll be contacting many of our members to talk about testing equipment and identifying users of telecare systems. In the meantime take some time to read their information leaflet and meet the team working on the project. btplc.com/DigitalServicesLab

We also welcome similar posts from other CPs and will be actively encouraging participation in this blog to ensure everyone is fully aware of developments.