2G and 3G network changes FAQs
Mobile networks across the UK are gradually switching off their older 2G and 3G services. This will affect some personal alarms and devices.
Your safety will not be put at risk. Taking Care will make sure you always have a working alarm.
What you need to know:
- Most customers don’t need to do anything right now.
- If your alarm is affected, we will contact you directly.
✅ Please be reassured: we’ll contact you if your alarm is affected. We’ll make sure you always have a reliable personal alarm service.
What is happening to 2G and 3G networks?
Mobile providers are switching off their 3G networks and restricting access to 2G. Over time, older devices that only use 2G or 3G may stop working, unless updated or replaced.
When will this happen?
The 3G network will start to be switched off in 2025, and all 2G networks will be switched off by 2030. Some areas may lose 2G access sooner.
How will this affect me?
If your personal alarm only uses 2G or 3G, it may stop connecting to our Emergency Resolution Team once the changes happen.
What do I need to do?
We’re monitoring all personal alarms and will contact you if your equipment needs replacing.
How do I know if my personal alarm is affected?
Our team is checking all Taking Care alarms. We will let you know if yours needs upgrading.
Will I have to pay for an upgrade or replacement personal alarm?
If a change is needed, we’ll explain the options clearly. Some upgrades may be free or available at a reduced cost.
What if I don’t update my personal alarm?
If your alarm only works on 2G/3G and you don’t update it when we contact you, it may stop working in future. We don’t want that to happen, so please stay in touch with us.
Where can I get help?
You can contact us by phone or email. Customer Services are available on freephone 0800 085 7371, Monday – Friday, 9am – 5pm.