But an attempt to install the important device has left Mrs Rodgers' family without a home phone for 10 days and the mother of three says Telstra needs a "shake-up" over the matter.

Mrs Rodgers, who lives at Brooks Reach, Horsley, with her husband, children and 85-year-old mother-in-law Eileen Bird, said her telephone trouble began on June 9, when she registered a medical alarm with the National Broadband Network (NBN).

Three days later she was told their existing NBN service - which has operated without problems since April last year - would be disconnected for two days because modified technology was needed to run the alarm.

On June 22, Mrs Rodgers' phone and internet were turned off, leaving her mother-in-law "at home with no contact whatsoever".

"They disconnected and then they didn't book in a reconnection at all and it's blown out from there," she said.

"They did offer us a phone, a mobile, initially, but I said 'no' thinking it was only going to be two days and we could cope."

The family's internet service was restored this week, but the phone woes continued.

"They flicked the switch somehow on Monday night and all of a sudden we got our internet back, but the phones still aren't working. We need a phone rather than the internet," she said.

Ms Bird, who uses a walking frame because she is unsteady on her feet, is often at home by herself. Six weeks ago she had pneumonia and fell out of bed.

"Thankfully, I was home within the hour of that happening so she wasn't on the floor for too long, but still that required a week-and-a-half in hospital," Mrs Rodgers said.

"We really need this [alert system] for her peace of mind, especially after that last fall she really needs it.

"I think Telstra need a bit of a shake-up, it's just not good enough the way they've handled this at all.

"I've spoken to over a dozen people in the last 10 days and nothing has happened, no resolution is in sight."

A Telstra spokesman told the Mercury on Thursday a technician would visit the Rodgers' home on Friday.

"We sincerely apologise to Mrs Rodgers and her family for the delay in connecting her service and we understand the concern this has caused," the spokesman said.

"We have had high demand in the area for NBN services and unfortunately some customers did face delays with us being able to connect them.

"Certainly in this instance we have not met the service standards we expect to provide for our customers and we are working with the family to resolve their issue as quickly as possible."

The alert system allows the user to press a button on a pendant, which dials up to four phone numbers programmed into it.