Digital Transition FAQs

Why has it taken so long for Tunstall to communicate?

The UK is in the midst of one of its most significant infrastructure shifts: the retirement of the Public Switched Telephone Network (PSTN) and Wholesale Line Rental (WLR) services in favour of all-IP digital networks. The deadline for switch-off is now 31 January 2027 (UKTelehealthcare, 2024), having been extended from 2025. The transition is framed as inevitable, but for those responsible for housing and care, the risks are just as important as the opportunities.

Tunstall, like many other service providers, have been searching for the best possible alternative to the resilience of analogue connections that has served us so well. We recognised that the digital transition would span several interconnected themes. We had a good understanding of the hardware perspective early on, but our detailed assessments showed that the consistency we required couldn’t be delivered across the many different variations of infrastructure available.

Our position remains one of safety for service users; without mitigation for the factors we have identified, and the absence of certainty, our view was to avoid deployment of a service that had potential to leave people at risk.

What is Tunstall’s recommendation on the best practice for moving away from analogue?

Following several years of detailed investigation and testing, our conclusion is that the robustness and performance of the analogue solutions that have safeguarded us for so long cannot be matched with signal converters on their own.

BT’s position (and ours) is that the solutions should be constructed to provide end to end digital connectivity, with broadband and SIM availability combined to provide a fallback position if one fails. While analogue telephone adapters (ATAs) are supported, there is reticence about utilising them for the life critical applications.

To maximise resilience, the preferred future proof route is to replace outdated equipment with a fully digital service. We understand this is not feasible for all budgets, so a shorter-term solution is still required.

There are three viable options to support transition:

Utilise a BT “Protective Migration” solution eg; Pre-Digital Phone Line (PDPL) if they remain available.
Chose a robust and tested analogue to digital “bridging” device alongside power and communication resilience.
Implement a Cisco Webex solution alongside “carrier grade” broadband package that brings with it a guaranteed SLA for availability

What do I do with the Tunstall IP Connectors that are already installed in my schemes?

We will work through these with you, our biggest concern right now is getting you a solution in place that means you can carry on receiving and providing the service you need through the best connectivity and solution possible.

How do I know if I have the copper wires from my premises?

Ultimately, this is a question for BT to answer. We can work with BT to help you understand the options if you would like us to.

How do I engage with BT?

If you have an existing account with them, you should contact your account manager. If you would like help, we can support with the process.

What is a “PDPL” (Pre-Digital Phone Line)?

This document will help you understand what BT can provide.

How do I know which choice to make?

We have created this decision tree to help guide what might be the best option for you. If you are still unsure, we will work through the options with you. Our team will call in the coming days and weeks, but please contact us at a2d@tunstall.com if you need an answer more urgently.

Analogue to Digital Options

How do I order the Cisco Webex solution?

Via BT. If you already have an account please contact your account manager.

Do I need to order broadband for the Cisco solution?

Yes, FTTP if it is available and if not, SOGEA (see below). The Cisco Webex solution sends analogue alarms over IP and therefore needs a broadband connection to allow alarms to be sent off site. As with any digital solution relying on stable off-site connectivity, you will also need a back-up 4G router (eg; CSL router) and suitable UPS to ensure alarms are still transmitted in the event of power or broadband issues.

What is FTTP?

“Fibre to the Property”. FTTP delivers full-fibre broadband directly from the exchange to the property using fibre optic cables only. This provides a fast, stable, and reliable connection ideal for digital telecare devices, with no reliance on traditional copper phone lines.

What is SOGEA?

“Single Order Generic Ethernet Access”. SOGEA is a broadband service that uses the existing copper network for the final connection into the property but removes the traditional phone line element. It provides internet access without a separate telephone service, making it suitable for digital telecare use where FTTP isn’t yet available.

Can I use my existing corporate network for a bridging device or Cisco solution?

No. We strongly recommend a dedicated broadband connection for any digital solution (in the same way as you would use a dedicated phone line for analogue alarms). The broadband supply should also be from a reputable supplier such as BT Business, and backed up with a 4G router (e.g. CSL router).

Does PDPL require and extra equipment fitting at the scheme?

No. PDPL (Pre-Digital Phone Line) is managed by BT at the exchange so nothing onsite is affected.

Does PDPL require a back-up battery?

No. Again, all infrastructure related to PDPL is managed by BT so you as the customer need do nothing once installed.

More detail about each of these options is shown in the visuals below: