topic Re: careline digital telecare device in My Order

careline digital telecare device

ND1 — Fri, 17 Jul 2026 06:20:49 GMT

tried to get plusnet full fibre broadband no landline yesterday. Told can';t do it as I have a careline device albeit digital. Then referred to Bt Plusnet owner and a long pointless chat ensued. Anyway round this short of removing the careline?

Re: careline digital telecare device

PhilipHeyes — Fri, 17 Jul 2026 06:28:59 GMT

careline device albeit digital.

Just clarify what that mean :

1) Does it mean works via a SIM card is not related to the internet i.e. should not have been mentioned to the ISP.

2) Works via a network connection and just needs to be connected to the next router

3) It 100% does depend on an analogue phone line so needs a Digital Voice socket or an ATA to support it.

or some other explanation

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 06:32:29 GMT

@ND1 Try re-applying, but DON'T mention the careline. If it is digital, then obviously you don't need a copper connection, but it appears any mention of this type of kit, even if digital, stops the transfer in its tracks.

I kind of understand it, because they have to be certain the transfer doesn't disable the facility, and as they have to err on the side of caution.

Re: careline digital telecare device

ND1 — Fri, 17 Jul 2026 06:42:37 GMT

thanks already told them and apparently if open reach see one on a visit then ...

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 06:49:24 GMT

Just hide it away when they are there? Although if they see it isn't connected to the phone-line, it should tell them it doesn't depend on it.

Re: careline digital telecare device

ND1 — Fri, 17 Jul 2026 07:30:19 GMT

Thanks Philip. Careline have confirmed to me that their appello digital careline system, which I have, does not interfere in any way but Plusnet thinks it does? I have modest technical knowledge but it seems plusnet are wrong but are simply being ultra cautious. That doesn't get me anythere however

Re: careline digital telecare device

cpc6128 — Fri, 17 Jul 2026 10:05:05 GMT

@ND1 SmartLife or SmartBridge?

SmartLife appears to use a SIM and possibly Wifi. I found a user manual which shows a SIM slot etc.

SmartBridge appears to be a custom ATA which is connected to the router. They mention 'analogue to digital' with this one.

Re: careline digital telecare device

PhilipHeyes — Fri, 17 Jul 2026 10:07:47 GMT

I suspect at this time the words Telecare and Careline are the triggers to the Plusnet operator for
recording existence of an emergency device connected to a telephone line.

I took a look at the https://appello.co.uk/ and there are pages of marketing material and nothing much
to say how the device is connected to the monitoring centre.

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 10:14:12 GMT

If the users equipment doesn't connect to the telephone master socket, how it connects to the control centre is irrelevant - it does not need the PSTN system to operate.

Re: careline digital telecare device

ND1 — Fri, 17 Jul 2026 11:42:54 GMT

Appello’s telecare systems run on fully digital, end-to-end IP infrastructure. Their alarm hubs use cellular mobile networks (with dual SIM cards for resilience) and broadband/Wi-Fi to transmit voice and data via VoIP. The systems interface with wireless pendants, sensors, and legacy analogue equipment using digital bridge protocols. [1, 2, 3, 4]

This what the system is. Tried Plusnet again today, just the word telecare and they stop. BT have them firmly under control. 2,5 hrs on the phone!!

thanks for responses

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 11:45:37 GMT

@ND1 DON'T mention Telecare - your system does not rely on the PSTN , so can be discounted.

Re: careline digital telecare device

Baldrick1 — Fri, 17 Jul 2026 12:11:49 GMT

@ND1

I'm afraid that logic does not come into the equation. If a care device is present in the premises than as far as Plusnet or EE is concerned the company policy is that 'the computer says NO!', go to BT.

Whether you wish to not admit to having any such device and hide it from the ISP and installer is entirely your responsibility, as are any resultant consequences.

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 12:15:27 GMT

@Baldrick1 What 'consequences'? The OP's telecare system does not rely on the PSTN.

Re: careline digital telecare device

Baldrick1 — Fri, 17 Jul 2026 12:21:18 GMT

@jab1

I have absolutely no idea what they might be, which is why I would never encourage any-one whose life might depend on such a system to deny its existence. Also remember that these posts are read and may be followed by others than the OP.

Re: careline digital telecare device

jab1 — Fri, 17 Jul 2026 12:23:14 GMT

As the OP has clearly demonstrated in this specific case, PN/EE/OR do not need to know of its existence - it is independent of the PSTN.

Re: careline digital telecare device

dvorak — Fri, 17 Jul 2026 15:17:28 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: careline digital telecare device

bmc — Fri, 17 Jul 2026 13:03:32 GMT

@ND1

Can you not place the order online?

Brian

Re: careline digital telecare device

corringham — Fri, 17 Jul 2026 15:18:30 GMT

When I moved a relative with a careline type device to BT FTTP on a social tariff they asked what model it was and told me it didn't use the phone line - I did check with the care company and they confirmed it had a SIM (I felt a bit daft as I should have realised!).

So it is quite possible for the ISP to take enough interest to avoid issues (either cutting off the careline device, or refusing to migrate a customer because they have one). In fact I'd suggest it is essential that ISPs do this - otherwise there is going to be a lot of last minute issues to resolve.

Re: careline digital telecare device

pvmb — Fri, 17 Jul 2026 15:44:23 GMT

@corringham

"So it is quite possible for the ISP to take enough interest to avoid issues (either cutting off the careline device, or refusing to migrate a customer because they have one). In fact I'd suggest it is essential that ISPs do this - otherwise there is going to be a lot of last minute issues to resolve."

Indeed.

I wonder how refusing to transfer at this point leaves people who DO have landline phones and careline devices?

1. Landline phone is a Plusnet service
Plusnet will have to deal with this at some point - they can't just cut the phone and (potentially) leave users stranded.

2. Landline phone is not a Plusnet service
I guess in this case Plusnet will be leaving the other supplier to sort it out. Not sure what that means for customer's existing PN digital services.

Perhaps Plusnet will firstly proceed (as now?) on the basis of 2. Then, in the end, when everyone left is (hopefully?) a Plusnet landline phone customer, deal with them all in a batch?

[A little bit of politics!]

This does all seem to have the feel of 'A Great British Mess' - seemingly largely as a consequence of past political policies of 'competition' and 'liberating' the communications industry.

I may no longer have a landline telephone line - but I still own a wired telephone with a blue Mercury button on it!

Re: careline digital telecare device

mike600 — Fri, 17 Jul 2026 17:48:34 GMT

I saw the same thing happen about a month ago.

Even though I demonstrated to the engineer (a subcontractor) that it had already been moved away to a 4G/5G connection, his hands were tied - computer says no.

He had to refer it back to Openreach for an actual Openreach engineer to come back and do the work that he could have done.