Analogue to digital switch over customer information

We have a dedicated project team specifically tasked to safely transition our service users over to digital technology.  The transition includes upgrading the software West Lothian Careline use to answer the emergency calls and trialling the new digital alarm called a Smart Hub.

Once this work is complete, we'll start to install the Smart Hub in customers' homes.   The new digital alarm will not be connected to your analogue phone line it will send emergency calls to West Lothian Careline using a SIM card.  We aim to fully complete the migration by 2023.

To ensure your telecare alarm continues to operate reliably using a digital telephone line, we will replace your current telecare alarm, the new telecare alarm is called a Smart Hub.

If you already have a digital phone line, please let West Lothian Careline know, you can do this by pressing your pendant or telephoning on 0330 6782396 (local call rate charge).

If you do not have a digital phone line yet, you do not need to do anything, we will contact you to replace your telecare alarm in the coming months.

If you are unsure whether you have a digital phone line, or whether you are being moved to one, you should ask your telephone provider.

All telephone providers in the UK are moving to digital telephone lines, they will have completed this work by 2025.  To ensure you continue to receive a reliable service when you move to a digital phone line, we will change your alarm to the new digital Smart Hub.  The Smart Hub will connect to West Lothian Careline using a SIM card instead of your analogue phone

When will this happen?

We will contact you and arrange a time to visit and replace your current telecare alarm with the new digital Smart Hub. Our aim is to have all telecare alarms changed to Smart Hubs by 2023.

Why is the number that Careline uses to call you is changing.

Part of our transition to a digital telecare has been the upgrade of West Lothian Careline's call handling software. Now, when West Lothian Careline telephone you, a different number will be shown on your caller ID.  The number will be either 0118 3583800 or 0118 3587700, if possible, please save these to your contacts so you recognise the caller.

Please note, these numbers do not accept incoming calls, if you need to telephone West Lothian Careline you can do so on 0330 6782396.

Once we start to move customers onto the new digital Smart Hub, all new service users going forward will automatically receive the new digitally ready Smart Hub.

What is the analogue to digital telecare transition?

When you press your pendant, or any of your sensors activate, your new digital Smart Hub will connect to West Lothian Careline allowing you to speak to the operator as you do now, the only difference is, the Smart Hub will connect using a SIM card instead of your analogue phone line.  West Lothian Council are introducing new digital telecare alarms.  The new telecare alarms will work in a different way, sending alerts using the inbuilt SIM card instead of using your analogue telephone line.   

How will the new Smart Hub work?

When you press your pendant, or any of your sensors activate, your new Smart Hub will connect to West Lothian Careline allowing you to speak to the operator as you do now, the only difference is, the Smart Hub will connect using a SIM card instead of your analogue phone line. 

I don't have internet, can I still receive the service?

Yes, your Smart Hub will operate using the SIM card

Smart Hub uses a SIM card, what happens if I get a poor mobile phone signal?

The Smart Hub contains a multi network SIM card and will continually search all mobile networks and connect using the one with the strongest signal when an alarm call is generated.  The SIM card is not fixed to any one network to ensure a reliable service.

What are the benefits of digital telecare?

The transition to digital technology is an exciting opportunity and brings many benefits including:

·         Faster connection to West Lothian Careline

·         Better audio quality

·         Safer - digital alarms are more reliable and can tell us if there is an issue such as loss of power

Will I get a new community alarm?

Yes.  We will contact every West Lothian Careline service user and arrange to change your existing telecare alarm to the new digital Smart Hub, we aim to complete this transition by 2023.

Will I have to pay for the new Smart Hub?

No, currently telecare equipment is provided free of charge, the weekly charge you currently pay includes the connection to West Lothian Careline and the 24-hour monitoring service they provide. 

How do I know if I already have a digital telephone line?

Digital telephone lines have already started to be installed in homes in Scotland, so you may already have one, or your telephone company may offer you one soon.

Telephone services are often sold as part of a package combined with internet access and potentially digital television. This means that you may be upgraded to a digital telephone line if you swap or upgrade your internet or TV package.

If you have had to connect your telephone handset to a different socket, potentially on your internet router, Wi-Fi hub, or TV box, then you have probably been moved to a digital phone line