Helping a parent get started
Guide reference: HG-0104
Quote this reference if you contact us about this guide.
Approx. 2 min read
Guide someone through their new service. R
Don't worry if you are helping someone new to digital phone. Patience and our guides make the change manageable.
Quick answer
Read start here and connect your phone together, set up equipment once, test calls, and bookmark fault guides for later.
More detail
Your calm presence matters as much as the technical steps.
Write down light colours and socket names on a card by the phone.
If you order for someone switching from another provider, their old provider may call to confirm the transfer. That is normal.
If you order for someone in a care home, we can speak to the home about installation, but you remain responsible for arranging engineer access.
Use Help and Guides rather than guessing when unsure.
Support someone new
Sit together and read start here on a tablet or print key pages.
Unpack box and connect power and cables using connect your phone.
Label the phone socket on the box with a sticky note.
Run testing your line after setup together.
Save Contact us and fault form links on your phone.
Plan a follow-up visit or call a week later to check confidence.
Common mistakes
- Rushing through setup without testing incoming calls.
- Using jargon like router without pointing at the box.
- Taking over entirely so they cannot repeat steps alone.
Things to know
- See How to tell us you are moving if they move into a care home.
- See Keeping your phone number if switching from another provider.
- See Explaining digital voice to a parent for simple words.
- See Setting up a parent's phone for hands-on setup.
- See Managing a parent's account for bills and permissions.
Frequently asked questions
How often to visit?
First day setup, then check-in within a week and after any fault.
Old provider called them?
Normal when keeping the number. They may want to confirm the transfer was requested.
Print guides?
Yes. Print connect your phone and no dial tone.
Remote help?
Video call while they point camera at box lights works well.