Important update regarding your personal alarm
We wanted to let you know about upcoming changes to the UK mobile network that will affect your current device, and to explain the options available to you.
As you know 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. This is the way that we can speak to you via your pendant when you are out and about and locate you in the event of a fall.
What’s happening
As part of a nationwide change led by Ofcom, UK mobile operators are switching off and the 3G mobile phone network at the end of the year to support newer and more reliable 4G and 5G services.
As a result, from 30th November, the 3G connection your device uses outside the home will no longer be available. This means:
- Your alarm unit and Pearl pendant (small white pendant) will continue to work as normal inside your home.
- However, your large Go pendant (pear-shaped pendant) will no longer function when you are outside the home.
Your options
Option 1 - Continue to use the Go out-and-about pendant but upgrade it to a modern 4G-enabled device, which uses the 4G network, to continue your current coverage
If you would prefer to continue using the Go pendant (pear-shaped pendant) whilst out and about, we can upgrade you to a 4G device for a one-time fee of £25.
Option 2 – Keep using your current device at home only
If you're happy to continue using your device at home only, you don’t need to do anything. We will automatically reduce your monthly monitoring fee to £20.99 starting from 1st December to reflect the change in service. You can dispose of the large GO pear-shaped pendant in your normal electrical waste.
To request your upgrade, please complete the form here: https://taking.care/pages/customer-upgrade-to-4g
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 002.