Ordering fibre internet if you have a personal alarm

Some residents may choose to order their own fibre internet from providers such as Sky or BT, instead of using Anchor Wi-Fi, which is being rolled out gradually. Sometimes, internet providers and their engineers misunderstand how Anchor’s centralised warden call system and residents’ personal alarms (for example, a pendant) work. In a few cases, providers have refused to install fibre because they worry it might stop the telecare (e.g. warden call and personal alarms) from working. 

This article aims to clarify the situation and help avoid confusion.

Will fibre affect the warden call and personal alarms?

Your own personal fibre internet has no effect on the Anchor’s centralised warden call system (pull chords in your property), as that is controlled through the manager’s office. And providing your personal alarm isn’t connected to a phoneline in your property, fibre internet will not cause any problems.

Many personal alarms now work using mobile technology like SIM cards - you’ll know if yours is still connected to a phoneline, if you are paying a bill for the line.

What to say when ordering fibre

To avoid confusion, Openreach advises residents to say these exact words when placing an order:

“Telecare is present in my property, but I do not have a telecare device connecting to a phoneline in my property, so the order should proceed.”

If the provider or their engineer is still concerned and will not install fibre, you must raise a complaint directly with the internet provider. As this is an individual relationship between the resident and internet provider, Anchor can’t get involved.