If you have Cloud Voice (digital phone service) and your broadband is down, your phone won't work, which means you won't be able to dial 999 from your home phone in an emergency. This is an important thing to be aware of, especially if you don't always have a mobile to hand.
What to do in an emergency without service
If you need to call 999 and your home phone isn't working:
Use a mobile phone if you have one. Even without signal from your own provider, your mobile will use any available network for 999 calls.
Ask a neighbour to call on your behalf.
If you're outdoors, look for a public phone box. They are free to use for 999 calls.
Battery backup for your home phone
If you rely on your home phone, you can request a battery backup unit from us free of charge. This keeps your phone working for around an hour during a power cut. To request one, please email us at [email protected].
If you use telecare or a personal alarm
If you have a telecare device, fall alarm, or pendant alarm connected to your phone line, please let us know straight away by contacting our Priority Services Register team at [email protected]. We can:
Add you to our Priority Services Register
Make sure your telecare provider knows you've moved to digital phone service
Arrange battery backup
Prioritise any faults on your line
Still need help? For urgent help with emergency call access, please call us on 0800 054 8330. For non-urgent questions, please email us at [email protected]