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.

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. In the event that it cannot connect to the 3G network it can also use the 2G mobile phone network.

As part of a nationwide rollout, providers of the UK mobile  phone network are switching off all 3G networks, following guidance from Ofcom. This transition supports the expansion of faster, more reliable 4G and 5G mobile phone services across the country.

What this means for you

The research that we have undertaken shows that your current alarm unit will now use the 2G network, which is continuing to be provided once the 3G network is turned off at the end of the year. It will continue to work for now on the 2G network, but please be aware:

• If the 2G network becomes unavailable in your area  your device may stop working as it will not have any other mobile phone network to connect to. In the event that this happens your alarm will give you a clear audible alert that it can no longer connect to the mobile phone network, so will know. However, please remember to test your device regularly as an extra precaution.

If you want extra peace of mind

As an existing Taking Care customer you have the option to upgrade to an alarm that uses the current 4G mobile phone network, which is designed to work seamlessly on modern networks and provides full backup coverage.

We’re offering this upgrade to you, as a valued customer, at a reduced one-off cost of £25, which includes delivery.

To request your 4G replacement device, please complete the form here: https://taking.care/pages/customer-upgrade-to-4g

If you’re happy to continue using your current personal alarm on the remaining 2G network, no action is needed at this time.

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 003.