AT&T 3G shutdown on Feb. 22 to impact seniors with medical alert devices
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The 5G network, which is faster and more reliable than the older-generation networks, will be shutting down as Americans move to it. Certain products, like alarm systems and personal emergency responses systems, that depend on older 3G networks will be affected by the shutdown. This could have huge consequences.
AT&TThe Feb. 22 sunset date for 3G is the last. This means many devices which use it to call emergency services won’t be able to connect to the internet. According to the company, this is required in order for service transitions towards newer networks.
Though AT&T announced the sunset date in 2019, giving companies years to prepare, the transition is happening during a particularly tumultuous time that’s complicated upgrades for medical alert firms.
This pandemic has made it more difficult for elderly customers to get new devices. They have been subjected to frequent scams and automated calls, which have put them at risk of falling prey of robocalls. In addition, supply chain disruptions have made it harder to acquire new equipment.
An association representing medical alert companies petitioned the Federal Communications Commission for more time to prepare amid the challenges, but AT&T’s date remained in place, ahead of its peers’. Medical alert executives told CNBC most of the industry runs on AT&T, which means the Feb. 22 deadline for that carrier affects a broad proportion of the devices in use.
It’s not possible to pinpoint the total number of devices likely to be disconnected following Tuesday’s shutdown. However, the Alarm Industry Communications Committee has the ability to identify the most probable. lobbying arm of a professional monitoring industry group, foundA survey among its members revealed that approximately 2 million security and fire alarm devices, as well as hundreds of thousand of personal emergency responders, remained connected to 3G.
Transition is difficult because of supply chain disruptions and scams
In the May petition to the FCC, the AICC requested the agency provide emergency relief by extending the 3G sunset date for AT&T. For tens to millions of individuals whose alarm systems could be affected by the delay, it called them “harmful and deadly”, even threatening their lives.
This group highlighted several factors that affected the timeframe for alarm service providers’ transition. These included the inability to find alarm installers due to infection with Covid-19, caregiving responsibilities, shifting resources to urgent matters during pandemics, difficulties in hiring and keeping workers and supply chain problems, such as the shortage of global chips.
AICC spokesperson Daniel Oppenheim said in an interview that even though AT&T gave roughly three years’ notice of the sunset, the pandemic set back the industry’s transition plans.
Oppenheim also serves as the CEO of Affiliated Monitoring. Affiliated Monitoring runs call centers that provide emergency services for many alarm and personal response companies. We had technicians and employees who could not or were unwilling to perform the job, even if we got into someone’s home.
Oppenheim stated that even though the virus was less common at certain points, disruptions in supply chains created a new problem with up to 52 weeks lead time on some equipment.
Matt Solomon, the General Manager of LifeStation’s Medical Alert Provider, was able to experience some of these challenges firsthand.
He cited the challenges in obtaining enough vehicles in time. “There were times in time when it wasn’t completely clear if there were going to be enough devices in our time.” Because the manufacturing companies in our industry had to deal with the same challenges as everybody else. We had no other choice. The deadline was hard. You can’t overstate the importance of stating that it was life-or-death.
Solomon explained that LifeStation purchased more inventory in order to keep customers connected throughout the transition and diversified its suppliers. This allowed it to spend millions on customer service and upgrades.
Customer outreach presented unique challenges.
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You could think of any population where that would be difficult. He said that it is infinitely more challenging for senior citizens because they do not understand technology changes. Seniors tend to be cautious. It’s been, in my opinion, well-trained to suspect. Many people call them telling them to relax, that it’s all free and everything is fine. We just have to give them a brand new one.
LifeStation offered reassurance to customers who were worried and let them call back using the number listed on their invoice.
Bryan Stapp is the president of Medical Care Alert, a personal emergency service company. According to him, the seniors who were offered a brand new and free device will immediately increase their defenses after years of being warned by companies about fraud.
His words were, “On the one hand we were pleased that they knew that people were trying scam them,” he stated. It made it a bit harder for us to obtain their upgrade. It was a tough task, but we made it through.
A week before sunset, Stapp announced that all but three out of thousands of 3G phones they had planned to replace were now working properly. Stapp stated that the process of changing to 3G took several hundred thousand dollars.
But Stapp said for certain markets, the transition really needed to happen much sooner than the final Feb. 22 deadline, since AT&T shut off 3G service in some markets before that.
These devices are now more advanced and have more security features. This is a huge advantage for senior citizens and their families.
Medical Care Alert was able to diversify its device portfolio by servicing its newly purchased equipment via Verizon. Stapp stated that this should enable stronger connectivity for areas with greater coverage. Verizon coverage than AT&T.
Government and the industry respond
Though the FCC did not push back the AT&T deadline, it did advise the company to create new roaming options to act as a bridge after the shutdown date for certain devices, which AT&T agreed to.
The Federal Communications Commission logo can be seen at the FCC Net Neutrality hearing, Washington 02/26/15.
Yuri Gripas | Reuters
FCC spokesperson stated in a statement that agency was “actively monitoring the phase-out of 3G networks” and that it had compiled a detailed record to inform its work with stakeholders to create safeguards to allow legacy phones and IoT device to have the best chance to migrate to the newer networks.
This agency provided information for consumers who might be impactedVisit its website.
AICC is the alarm industry association and does not think such solutions will suffice. AICC’s Oppenheim said he’s still hopeful AT&T will push the shutdown date back and said the roaming option came so late that it’s largely infeasible to implement for many devices.
Tom Kamber, the executive director of Older Adults Technology Services (a nonprofit associated with AARP), said that any effort to help save lives would be appreciated. If that is what they are going to do, it could save some lives. It may even be part of the solution. However, people still ask for it to be postponed until the end.
“Since February of 2019, we have worked with our business customers to help them transition their 3G devices to newer technology,” an AT&T spokesperson said in a statement. “We’ve sent many communications to them and our account team has been supporting them throughout their upgrade cycles.”
CTIA, a wireless industry group that represents AT&T and other carriers, said in a statement that the industry is prepared for a smooth transition.
CTIA reports that 99% of Americans have access to 4G networks.
According to the organization, “Wireless providers are able to successfully transfer customers from older generations to new ones.” They also have more than two decades of experience working with customers, often offering phones or other support to ease the transition to 3G. To discuss your options and get further information, customers should contact their provider.
Oppenheim said that if it weren’t for the pandemic, three years would have been sufficient for the transition, but he said AT&T would not account for those challenges. He also pointed out that the 3G sunset was a greater lift than the 2G retirement due to the increased number of connected devices who arrived in the 3G time period. Kamber indicated that even a few more months would be enough to ensure more systems are on the networks by the shutdown deadline.
Kamber said that now that some of the restrictions on pandemics are loosening, people have more options to either get vaccinated or have technicians come to their house. Kamber said, “Hopefully, this will be the year that everyone who wishes to or needs to transition can do so.” The manufacturers can also clear out a lot the backlog in technology supply chains.
Kamber encouraged Americans take stock of all connected devices and to contact their service providers if any have been in place for more than five years.
Kamber suggested that people should see this as a chance to plan for the future.
WATCH: 3G shutdown could have big impact, especially among most vulnerable
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