Emergency Calling & Medical Alarms

Digital phone services use your broadband connection. This means emergency calling and alarm systems depend on power and internet availability.

Power cuts and outages

• Phones, routers, and ONTs all need power
• If power or broadband is down, phone calls (including 999/112) will not work
• This applies to all digital (VoIP) phone services

Personal alarms and telecare

Many alarms were designed for traditional phone lines and may:

• Not work correctly on digital services
• Stop working during power or broadband outages
• This includes lifeline units, pendant alarms, and telecare devices.

What you should do

• Check with your alarm provider that the device supports VoIP
• Ask if it has mobile (SIM) backup
• Tell family or carers about outage limitations

Vulnerable customers

If you rely on phone access or alarms for safety, we can mark your account as vulnerable.

Emergency calling cannot be guaranteed during outages, so a charged mobile phone or mobile-backup alarm is strongly recommended.

Need help?

We can explain how your broadband and phone service works, but only your alarm provider can confirm whether a device is compatible.

• 01227 668901
• support@vfast.co.uk