Using your phone with a care alarm
Guide reference: HG-0051
Quote this reference if you contact us about this guide.
Approx. 4 min read
What to check with your alarm provider. Tell us before we place your order if there is a care alarm on site.
Don't worry if you rely on a care alarm. Many work on digital lines, but your alarm company must confirm compatibility and test after setup.
Quick answer
Tell us before we place your order if there is a care alarm on site. Speak with your alarm provider to confirm compatibility. Simple Telecoms does not support care alarms.
More detail
Ofcom regulations require your phone provider to report if there is a care alarm system on the premises, even if the alarm will not use the new digital service.
This helps ensure people who rely on an alarm are not left without access to emergency services.
We cannot assess your premises or equipment ourselves. We can only pass on the information you provide.
If you have a care alarm on site, you must tell us before we place the order so we can comply with Ofcom regulations.
A digital telephone line is a broadband service and may not work with your care alarm.
It is essential that you speak with your alarm provider before placing an order. Confirm either that the alarm will not need the new service, or that it is compatible with the new service.
Failure to check that your alarm will continue to work may put the lives of residents at risk.
Simple Telecoms does not support care alarms. If you go ahead, you connect at your own risk. Any issues with the care alarm should be reported to the alarm provider, not to us.
If an Openreach engineer visit is required and you did not tell us about a care alarm, the engineer may refuse to complete the installation. That is treated as a visit to premises that are not ready and may incur extra charges.
Hybrid Home2Phone does not support care alarms. If you rely on a pendant alarm, plan a Physical digital line path or ask your alarm company about an upgrade.
On go-live day, connect the alarm exactly as the provider instructs, usually to Phone1 on the router.
What to arrange
Tell us before we place your order if there is a care alarm on the premises.
Contact your alarm company before switching phone provider.
Ask whether your alarm model needs replacement or reprogramming for a digital line.
Get written confirmation from the alarm provider before proceeding.
On go-live day, connect the alarm exactly as the provider instructs.
Run a test call with the monitoring centre the same day.
Report any alarm problems to your alarm provider, not to Simple Telecoms.
Keep their support number handy if tests fail.
Common mistakes
- Not telling Simple Telecoms about a care alarm before we place the order.
- Assuming the alarm will work without telling the alarm company.
- Reporting care alarm faults to us instead of the alarm provider.
- Plugging the alarm into an extension socket or filter phone port when the provider wanted Phone1.
- Skipping the monitoring centre test after setup.
Things to know
- See Care alarm not working if tests fail later.
- Power cuts affect both phone and alarm if not on backup.
- See Power backup for your phone for emergency planning.
Frequently asked questions
Who tests the alarm?
Your alarm provider runs monitoring tests. We ensure the line works when connected correctly.
Must I tell Simple Telecoms?
Yes. Tell us before we place the order if there is a care alarm on site so we can comply with Ofcom regulations.
Does Hybrid work?
No. Hybrid Home2Phone does not support care alarms.
Will 999 still work?
When the line and power work, yes. See Emergency calls during a power cut