Number change for UK users

CareCalls delivers its service via a large multinational Telecommunications partners, Twilio.

Twilio provides the infrastructure that connects us to the UK (and global) phone networks.

Twilio have informed us that the current number (02380000319) is part of a series of numbers that is due to be de-commissioned, this is due to an undesirable but unavoidable change in their own supplier network, as well as regulations which limit the ability for SMS to be delivered from a local landline number.

This change will not prohibit CareCalls from delivering our service in the same fashion as before and according to our SLA.

That said, we would not choose to make this change if it was entirely in our control, using a consistent number enables users to recognise and trust that a call or sms they are receiving is from CareCalls. There are two implications which may affect users

1. Recognition of the number and/or saved contact details. Many of our users (both those receiving reminders/check-ins and those receiving alerts if someone does not answer their reminder/check-in) will have saved our number in their phone so that ‘CareCalls’ comes up when we ring them. This change will mean that the new number will come up when we call and, if desired, will need to be added to their contacts.
2. Call guardians Call guardians stop nuisance calls from reaching you (unwanted sales calls e.t.c). When setting up a service CareCalls checks if a number has a call guardian on it. If it does then we support the person setting up the service to add our number to a ‘whitelist’. Due to these change the new number will need to be added to the whitelist of any phone which has a call guardian