Some users of Sure’s emergency alarm service will need new SIM cards fitted to ensure their devices continue to work when the company launches its upgraded mobile network.
The telecoms provider said the update affects Lifeline devices installed after February 2025 and forms part of wider work to “strengthen and future-proof” its mobile network.
Sure said customers would be contacted by letter and phone to arrange a home visit, during which a trained member of staff would install a replacement SIM card and test the device.
Mike Fawkner-Corbett, head of consumer at Sure, said the company recognised “how important Lifeline devices are – not just for the people who use them, but for their families too”.
He added: “We would encourage all Lifeline customers, or their families and carers, to respond when we get in touch and arrange their visit as soon as possible.”
The company said there would be no cost to customers and no change to how the service operates, with pendants and home units expected to transition “smoothly” to the new network.
Lifeline is a personal alarm service designed to help people live independently at home.
Users are given a wearable pendant linked to a home unit, allowing them to contact family members, carers or the hospital switchboard at the press of a button.
Sure said customers who also had broadband would have their Lifeline unit connected to their broadband service during the visit to provide “an additional layer of support”.
The company is working with Age Concern to raise awareness of the changes.
David Inglis, chairman of the charity, said the service played “a very important role in giving reassurance and independence to the more vulnerable islanders”.
He added: “Age Concern are very happy to help support Sure in raising awareness of this upgrade via our centre managers who meet every week and who will pass on a message to our service users.”
People using the service, as well as their families and carers, are being encouraged to contact Sure on 01481 700700, visit its store or email wifi@sure.com to arrange an appointment.
