Some devices can show errors or stop working after you move to Digital Voice or Home Phone Standard. This includes home extension sockets, burglar alarms and health pendants. Here's how to get each device working again.
Digital Voice
If you're without service following the move to Digital Voice, or your health pendant or telecare alarm has stopped working, follow these instructions.
- Connect the telecare alarm or health product base unit to the phone port on the back of your Smart Hub / Router.
- Press the red button on your telecare alarm to contact your telecare service provider and let them know you have been moved to Digital Voice.
- Alternatively, please call the number shown on the telecare alarm base unit for further advice from your telecare provider.
If you have a telecare device, we will arrange an engineer to:
- help upgrade your phone services to digital
- make sure that the telecare device works before and after the move
If your telecare device stops working after this point then please reach out to your telecare provider. Check your telecare base unit to find the contact details.
Home Phone Standard
You're extension sockets and telecare should continue to work as normal. However, we do recommend that once your service is active, you make a test call to your Telecare provider.
If your extensions have stopped working, please contact us.
Extension sockets aren't supported on our Digital Voice service.
To keep using your home phones, plug them into the phone port on the back of your Smart Hub, or connect them using a Digital Voice adapter
If it’s essential to use your extension wiring, call us on 0330 123 4150 and we’ll talk you through your options.
Adapters are available, if you would like to replace your extension sockets.
If you have Home Phone Standard, you're extension sockets and Telecare should continue to work as normal. However, we do recommend that once your service is active, you make a test call to your Telecare provider.
If your extensions have stopped working, please contact us.
There are two main types of burglar alarms, monitored and unmonitored. Follow the advice below to check yours.
Monitored burglar alarms
If a monitored alarm is not working on Digital Voice or Home Phone Standard contact your alarm service provider.
Unmonitored burglar alarms
If have Digital Voice and your alarm is not monitored by a company, connect its phone cable to the phone port on the back of your Smart Hub.