Important update regarding your personal alarm

We wanted to let you know about an important change to UK mobile networks that will impact your current personal alarm.

Your alarm uses the 3G mobile phone network to communicate with Taking Care in the event that you press your pendant, either to test or following a fall.

As mandated by Ofcom, all UK mobile network operators are in the process of phasing out 3G networks to make way for improved 4G and 5G services. This nationwide switch-off will increase network capacity, speed, and reliability for all users - but it does mean that devices that rely solely on 2G or 3G connectivity will no longer work properly.

Our records show that your current personal alarm operates on the 3G networks and will not be able to use the 3G network at the end of the year when the network is switched off. This will mean that your alarm will not be able to send us an alert in the event that you press your pendant.

What we're doing

To ensure you receive uninterrupted service with Taking Care, we will be sending you a new 4G compatible alarm unit at no cost to you. This replacement has been tested to meet current network standards.

What you need to do

• Install the new alarm unit once it arrives (full setup instructions will be included).  We recommend installing the new device promptly once received to avoid any interruption to our service and ensure you test it. Your new unit will guide you through the set-up itself, following a small number of easy steps.
• Safely dispose of your old alarm unit by taking it to your local electronics recycling point

If you have any questions or need help with the switch, please call our customer services team on 0800 0121 321 or email us enquiries@taking.care who will be able to help you, quoting 001.