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UK's only restricted fixed cost telephone line only deal for people with Alzheimer’s and Dementia.

Telephone line only deal for people with Alzheimer’s and Dementia.
We have developed a ground-breaking new restricted telephone service, specifically designed for people with Alzheimer’s and Dementia to help minimize their telephone bills. This service is called Cloud Guardian and gives no access to call expensive numbers, preventing excessive and unexpected call charges.
We offer several 100% fixed price monthly call plans to pick from, with all calls included. This means the monthly line rental price is the only monthly cost, and there will be no other charges, guaranteed. As with all our services, we are happy to deal with a designated contact, which means less stress for the line owner and all of those who care for them.
For most people with Alzheimer's and Dementia, having a telephone is a lifeline, however many often call wrong numbers by mistake. Especially problematic are calls to expensive numbers like 118 (directory enquiries), 123 (the speaking clock), 0844, 0871, 0870, and 09 (premium) numbers which often carry high call charges. As well as repeat dialling habits, which can push the phone bill up very fast. We can also Barr calls to emergency services - which is an Opt-in service. Our customers often tell us about seniors with dementia who keep calling the police when there is no real emergency, which causes major problems for the emergency services, especially when in a care home, as the emergency services keep attending the address.

How Cloud Guardian works - Alternative to copper-based telephone lines

First things first, don’t panic. Everyone will be having to make the move to an all-IP Cloud telephone solution over the next few years. We are just ahead of the game. As reported in the National Press and the BBC, BT Openreach is withdrawing ALL copper-based voice telephone lines from the UK’s network on December 31st, 2025, as the network will reach end of life. From September 2023 Openreach will issue a full “Stop Sell” of any new supply of copper-based voice telephone line services, including new line installations, change of address', restart of stopped lines and working line take-overs. Openreach's new service to replace the current copper based lines is called SoGEA.
Fixed cost telephone service for people with Dementia

What is SoGEA?

SoGEA stands for Single Order Generic Ethernet Access (SoGEA) and is a product that enables users to make telephone calls (VoIP/SIP) using the internet without the need for a copper-based voice phone line. It works remarkably like WhatsApp and Facebook Messenger but using your existing standard telephone handset, so you just make calls in the same way as you do now. 
We run and own our own VoIP telephone network and platforms (Similar to TalkTalk and Virgin), with telecom switches based in Bournemouth, London, Amsterdam and Strasbourg in France.
This allows us to completely control where you call, thus making it impossible to run up a bill. We can provide a new line or move your current voice copper-based telephone number into our cloud network, and then provide a very low bandwidth internet-based voice service that will only work for making phone calls. There is no Internet or Web access on this service, it's just enough to run the telephone service.

Using our Cloud Guardian service - You will Always keep your telephone number

Using our Cloud Guardian service - You will Always keep your number
For people with Alzheimer’s and Dementia keeping their telephone number is a must, as most have had the number for many years. We can move 99% of telephone numbers as unlike a copper-based line, your telephone number will be virtual and will no longer be restricted to an exchange by geographical location.
So regardless of if you're moving home, to a different part of the country, or even a different part of the world, you will always be able to take your current phone number with you, just as long as you have access to the SoGEA network, or even mobile data.
We can also move telephone numbers into our network from other cloud based providers, and we will organize the transfer of your telephone line for you, making the whole move as simple as we can.

Things to consider before making the move to Cloud Guardian

Sooner or later, you are going to have to make the move to a cloud-based telephone service. However, we would strongly advise additional considerations if you are reliant on devices which use the existing copper-based service. If you have a power cut the internet and telephone service will not work, as the internet will be offline, as will any phone that needs power to work, including any pendant or care alarms.
 
Customers who are vulnerable or are using a pendant service should contact their service provider, as not all personal/care alarm services are compatible with SoGEA VoIP services. However, our service has been tested using the SureSafe care alarm systems. Please contact our customer service team for more information. But please check before committing to taking a SoGEA line, as moving back to a copper-based line may not be possible to do. Please also note that any copper-based phone extensions will no longer work.
Phone line only for people with Alzheimer’s and Dementia

SoGEA Cloud Guardian Line connection costs

UK's only FIXED monthly telephone cost, including all calls, no other costs guaranteed

Alzheimer's and Dementia having a telephone is a lifeline
Install a new line
This is where no lines are showing into the address
£122.00 including VAT
  • Openreach engineer vist Ө
  • SoGEA router included
  • Just choose a package
  • New telephone number
  • FIXED monthly cost
  • No other cost guaranteed
  • Same day switch off
  • 30-day rolling contract
Ө The Openreach engineer will visit you to setup, connect, and test the router and telephone service. This is included in the installation cost.
Transfer to a new VoIP based line
Transfer a copper line
Transfer an existing copper line to a SoGEA based line
£75.00 including VAT
  • No engineer vist †
  • SoGEA router include
  • Just choose a package
  • Keep your number
  • FIXED monthly cost
  • No other cost guaranteed
  • Same day switch off
  • 30-day rolling contract
† If you would like a BT Openreach to engineer to visit you and setup, connect, test the router and telephone service. This can be arranged for an extra cost of £62.50 including VAT.
New Digital VoIP based lines are here
Restart a stopped line
This is where there is a stopped line showing into the property 
£75.00 including VAT
  • No engineer vist †
  • SoGEA router include
  • Just choose a package
  • New telephone number
  • FIXED monthly cost
  • No other cost guaranteed
  • Same day switch off
  • 30-day rolling contract
† If you would like a BT Openreach to engineer to visit you and setup, connect, test the router and telephone service. This can be arranged for an extra cost of £62.50 including VAT.

Installation and transfer information

Can I have an engineer visit me to connect the router, telephone, and battery backup unit for me?
Yes, we can arrange for an BT Openreach engineer to visit you and set up and connect both the router, cordless telephone and/or a pendant alarm system to the backup, and then test the telephone service. This can be arranged for an extra cost of 82.50 including VAT. Please note - Openreach will not provide the battery backup unit, this must be purchased by yourself prior to the engineer visit. The backup unit must have standard UK plug outlets, as opposed to PC outlets. Our customer service team will be more than happy to help guide you through this if you need help. The customer service team is contactable on 0330 122 0000.
Can I transfer a number from a Virgin line to SoGEA?
Transferring a Virgin based telephone number to SoGEA is classed as a new line installation by Openreach, as they cannot use the existing Virgin Infrastructure. A new line will need to be installed, and the Virgin number ported from them to us, which can be very problematic, as it reliant on a number of factors, such as Virgin releasing the number to us on a given day and time, and that there are no hold-ups with the SoGEA installation. Transferring a number from Virgin to SoGEA cost 130.00 including VAT.
Is the new SoGEA Digital Cloud service available everywhere?
Unfortunately, no. However, more and more exchanges are being upgraded to SoGEA every day. If the new service is not available on your exchange, you can start off on a basic cooper-based line, and we can then convert the line over to the new service as and when it becomes live on your exchange. The exception to this, is if there is an FTTP low bandwidth Fibre service available to you, as we can use this to provide the Cloud Guardian service for you instead.
How long will it take to install a new line or transfer an existing line?
Switching your current telephone service, or installing a new line usually takes about 10 working days, depending on the service you have selected. However, please remember, this is a brand-new service and Openreach are still refining their processes.

Our cheapest fixed price phone deals that give you more

Fixed cost telephone line only deal for people with Alzheimer’s and Dementia.

Cloud Guardian 1

Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
1
Fixed monthly cost
£20.00 including VAT

Cloud Guardian 2

Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
2
Fixed monthly cost
£25.00 including VAT

Cloud Guardian 3

Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Unlimited Landline calls to over 30 countries included***
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
3
Fixed monthly cost
£30.00 including VAT

Cloud Guardian call package information

Cloud Guardian - Unlimited UK standard landline calls - 120 minutes per call*
*After 120 continuous minutes to UK standard landlines (01, 02 and 03) the call will be automatically disconnected. You can hang up before the 120 minutes and redial to avoid the automatic disconnection from occurring. UK landline calls are subject to a Fair Usage Policy (FUP)
Cloud Guardian 2 and Cloud Guardian 3 - Unlimited UK standard mobile calls - 60/120 minutes per call**
** Included UK standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, 3-Three and other mobile operator services in bands FM1, FM3, FM4, FM5 and FM6 at any time. Please note this does not include calls to Direct Virgin numbers, Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular network. 
Mobile call timeout is set to 60 minutes on Cloud Guardian 2 and 120 minutes on Cloud Guardian 3 for UK standard mobiles. After 60/120 continuous minutes, the call will be disconnected. You can hang up and redial to restart the timer. This call timeout cannot be increased or decreased. Calls to 999 emergency services do not have a timeout. Calls are subject to a Fair Usage Policy (FUP)
Cloud Guardian 3 - Included International landlines***
***Included International landlines only, unless otherwise stated -  Included countries - Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Canary Islands, Chile, Cyprus (Excl. North Cyprus), Czech Republic, Denmark, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Malta, Mexico, New Zealand, Norway, Netherlands, Poland, Portugal, Puerto Rico, Romania, Singapore, Sweden, Switzerland, Spain, Sweden, USA (Excl.premium), USA Freephone, USA Great Lakes and USA mobile phones. International call timeout is set to 30 minutes per call. After 30 continuous minutes, the call will be disconnected. You can hang up and redial to restart the timer. This call timeout cannot be increased or decreased. Calls to 999 emergency services do not have a timeout. International included calls are subject to a Fair Usage Policy (FUP).
Making a telephone call on the Cloud Guardian service
When making a call with the Cloud Guardian telephone service, the full telephone number must be dialled, including the local area code. We can however set up speed dials on our network to help with this.
Automatic Premium, 08 and International call barring
Call barring for NGN 08, International† and Premium rate numbers starting 09 and 08 numbers will be applied automatically to the telephone line and this barring cannot be removed. Customers with personal alarms should check with their equipment or Care Alarm provider which number the Care Alarm calls when triggered, as we bar calls to 08 NGN numbers, and some providers use 08 numbers to generate money for themselves. If you are on Cloud Guardian 3, then all international numbers will be barred other than the listed destinations included in the call plan.
Automatic barring of Directory Enquiry (118) numbers and The Talking Clock
For most people with Alzheimer's and Dementia having a telephone is a lifeline, however many often call wrong numbers by mistake. Especially problematic are calls to expensive numbers like 118 (directory enquiries), 123 (the speaking clock) which often carry high call charges. As well has repeat dialling habits which can push the phone bill up very fast. So, these numbers are automatically barred from being called. This barring cannot be removed.
Are calls to 0800 and 0808 freephone numbers barred?
No, Freephone numbers starting 0800 and 0808 are not blocked, and will work on all call plans for 60 continuous minutes before being disconnected.
Will other services like 1471 and 1571 work?
Yes, the 1571 service is included free. This is a voicemail service asking the caller to leave a message in the event of no answer, your line is busy or you're offline. You can record your own personal greeting, and messages are held for 30 days before being deleted. This can be switched off if needed. 1471 is also included free and tells you the last number that called you - unless the caller withheld their number by dialling 141 before dialling your number, or the call came from a switchboard extension number. Please note - There is no 1471 Call Return service at this moment in time.
How is my first bill is calculated, and when do you bill?
We bill per calendar month, meaning from the first to the last day of the month. Statements are sent via email on the 8th of each month, with the direct debit taken on or around the 16th of the month. If this is your first invoice it will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months.) This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your line for you the same day you notify us should it become necessary. If you've signed up to our service part way through a month, your first bill will also include a charge from the date the new service went live to the end of the part month. Please remember to tell the bill payer that the name of our Direct Debit will show on their bank statement as “GoCardless”. You will also receive an email giving you access to our online billing system as well. However, as there are no chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any calls made.
Can you send a paper bill each month?
Yes, the cost for a paper bill is 1.85 per month including VAT. However, as there are no chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any calls made as these are all included in the call plan.
Can I add broadband to the telephone line should I need to?
Yes, you can add a full broadband service to the line at any point, without the need to make any changes to the router. There is however a small admin charge to have broadband added or removed. Just like our telephone lines, the service is on a 30-day rolling contract. If you would like more information, please contact our sales team on 0330 122 0000.
Can I move my telephone number to a different provider?
Yes, but the gaining provider will be responsible for this process. Customers that have ported their telephone number out of the Simple Telecoms network to another provider will not be eligible for a free of charge port back to the Simple Telecoms network until a term of 24 months has passed from the original port out date, irrespective of any current or future offers being advertised in the press or Simple Telecoms websites. Should you wish to return to us within 24 months of leaving, there would be a cost to do so.
I only need a voice telephone only line, Do I still have to move to SoGEA?
Yes, unfortunately, this service only works on the new SoGEA service. We understand and appreciate that not all customers need access to the internet, however, you do need some broadband access for the telephone Cloud Guardian service to work. So, in this circumstance we offer a very low bandwidth package at just 0.5 Mbps, which is just enough to run a telephone service, and no more. There is no access to the internet as you know it (World Wide Web).
In the event of a power cut, can I power the router independently and still have service?
You can purchase a Battery Back Up for your router, which will keep the unit powered. This will give about one hour of power for the router, depending on the battery backup. This will not however provide power to other devices like cordless phones or care alarms, meaning customers will need to provide their own Battery Back Up arrangements for these devices as well.

Important information

Terms and Conditions
All services are provided on a 30-day rolling contract, with no disconnection or termination costs. Please click the link below for our full terms and conditions. Cloud IP Telephone Full Terms and Conditions.
Fair Usage Policy (FUP) and Acceptable Use Policy (AUP)
Just like all other providers, in order to protect our customers and network, we have FUP and AUP policies in place. These obligations require your use of our services to be for private, personal, and legitimate consumer purposes.
For more information on our FUP and AUP policy please click the link below.
Cloud IP Telephone Full Terms and Conditions.
Billing monthly charges for services
You will be charged rental from the day Simple Telecommunications Ltd supply the service. All chargeable services are paid one clear calendar month in advance. The first invoice will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months). This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your service/s for you the same day you notify us should it become necessary. It will also include the part month during which the service went live with us. Services are provided subject to status and or credit checks.
Payment methods
We only except Direct Debit for monthly service payments. Our Direct Debits are collected by GoCardless which are regulated by the Financial Conduct Authority as an Authorized Payment Institution. Your payments are protected by the Direct Debit guarantee. Direct Debits are setup directly via our website or by email. There are no paper Direct Debit forms to be posted back. Services and paying via Direct Debit are subject to status and/or credit checks.
Information on Telecare and Care Alarms
Customers who are vulnerable or are using a pendant service need to contact their service provider, as not all personal/care alarm services are compatible with SoGEA VoIP services. Our service has been tested using the SureSafe care alarm systems. Please contact our customer service team for more information. We strongly advise that you check before committing to taking a SoGEA line, as reverting to a copper-based line may not be possible. Click here for more Information.
Information on Home Alarms
Potential issues exist with moving an Alarm line to Digital Phone Lines. Click here for more Information.
Ownership of broadband router hubs and ATAs
As of the 1st of September 2021, we own all new Simple Telecom provided routers, Hubs and ATAs sent out to customers. Not applicable for routers, Hubs and ATAs previously purchased by customers. When you replace routers, Hubs and ATA’s or leave Simple Telecoms, you will be required to return those items to us. If the unit/s are not returned, you will be liable for a charge. You have a total of 30 days to return said items, which includes the time taken for us to send out shipping labels. If you prefer, you may also post the equipment back using the Royal Mail, though proof of postage will be needed. 
Emergency Service Listing (999,112)
It is the end user’s sole responsibility to notify us of a change of address/location where the service is being used on a permanent basis. This information is used by the police, fire, and ambulance services to identify the caller. The service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you are located.
 
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Simple Telecoms - Phone services for the elderly