As part of preparations for the new mobile network, Sure needs to update SIM cards in Lifeline devices that were installed after February 2025. This is to ensure all Lifeline services connect to the upgraded network when it launches.
Mike Fawkner-Corbett, Head of Consumer, said: "We know how important Lifeline devices are - not just for the people who use them, but for their families too."
"We will be contacting our lifeline customers by letter and phone to arrange a visit to install a new SIM card, and test that the device is working as expected."
"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. Alternatively, customers can contact us on 01481 700700 or visit our store to book a time to suit them best."
Sure will guide customers through each step, working with them to make the process as simple and reassuring as possible. A trained and trusted member of the Sure team will carry out a short home visit, install the new SIM card, and test that the device is working as expected.
There is no cost to the customer, and there will be no change to how the Lifeline service works - the Lifeline pendant and unit will transition smoothly across to the new network.
Sure's Lifeline service is a personal alarm device, which helps members of the community live independently at home with the reassurance that emergency support is always available at the press of a button.
For customers who also have broadband, Sure will connect their Lifeline unit to their broadband service at the same time, providing an additional layer of support.
Sure is working closely with Age Concern, to provide additional awareness and support throughout the process.
David Inglis, Chairman of Age Concern, said: "The Lifeline service plays a very important role in giving reassurance and independence to the more vulnerable islanders. 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."
This work forms part of Sure's wider programme to strengthen and future-proof its mobile network, ensuring essential services like Lifeline continue to operate safely and reliably.
For those who may benefit from a Lifeline service, it is available via referral through a healthcare provider such as your GP, with pricing dependent on individual circumstances and requirements. Anyone wishing to find out more is encouraged to speak to their usual healthcare provider for further information.
Lifeline customers, or their families and carers, are encouraged to respond when contacted, or get in touch with Sure sooner on 01481 700700, visit the store, or email wifi@sure.com to book their home visit.