Frequently Asked Questions
What If I Have Digital (VOIP) Phone Service?
Medical alarm systems are analog devices. VOIP technology is digital. The two technologies do not coexist well 100% of the time.
VOIP calls may go through fine on one occasion, be corrupted on another, or even completely lost in extreme cases.
Also, VOIP does not work when a power failure occurs. Our Cellular systems include battery back-up (rated for up to 12 hours).
For your safety, if you have VOIP service, we recommend you consider our Cellular system. If you have regular phone service, order a Standard system.
VOIP calls may go through fine on one occasion, be corrupted on another, or even completely lost in extreme cases.
Also, VOIP does not work when a power failure occurs. Our Cellular systems include battery back-up (rated for up to 12 hours).
For your safety, if you have VOIP service, we recommend you consider our Cellular system. If you have regular phone service, order a Standard system.
Is Your HelpLine® Medical Alert System Difficult To Install?
No, we do it for you. However, if you live outside our service area you’ll find it simple to do.
It is actually much like hooking up a cordless telephone. You just plug in the power adapter and telephone line cord. Then, turn the power switch (located on the underside of the unit) on. That’s it! Our Cellular systems are just as easy.
Finally, test the system by pressing the button on the transmitter. When the operator comes on, just say your testing.
It is actually much like hooking up a cordless telephone. You just plug in the power adapter and telephone line cord. Then, turn the power switch (located on the underside of the unit) on. That’s it! Our Cellular systems are just as easy.
Finally, test the system by pressing the button on the transmitter. When the operator comes on, just say your testing.
Do You Have A Cancellation Policy?
Our policy is simple…you may cancel at any time, for any reason. Just give us a call at (888) 892-1454 and we will schedule a pickup. If you live outside our service area, we will authorize the return of the equipment.
Once we have received the system, we discontinue service immediately and refund any payment for unused months.
Once we have received the system, we discontinue service immediately and refund any payment for unused months.
How About DSL Service? Is That OK?
DSL service is not a problem. You just need a DSL filter. If you have this type of service, just let us know.
What If I Can't Speak, Or, The Operator Cannot Hear Me?
The communicator features a very sensitive microphone and high output speaker. Typically, the user can be heard by the Operator in most areas of the residence.
If, however, the Operator cannot hear the user, the Operator would then call the residence over the telephone. If the call is unanswered, the Operator would refer to the user’s Emergency Notification preferences and proceed accordingly.
Local emergency personnel would also be dispatched, if appropriate.
If, however, the Operator cannot hear the user, the Operator would then call the residence over the telephone. If the call is unanswered, the Operator would refer to the user’s Emergency Notification preferences and proceed accordingly.
Local emergency personnel would also be dispatched, if appropriate.
What If I Fall While Outside? Will It Work?
Yes, if you fall within the range of the base unit. Our transmitters have an impressive, unobstructed range of more than 400′. However, this range can be reduced by a number of environmental factors, especially the construction materials of the residence.
We recommend testing the range in and around the home…anyplace that the user might go. A second person should be stationed at the communicator to cancel the alarm or let the operator know that it is a test, not an actual alarm.
We recommend testing the range in and around the home…anyplace that the user might go. A second person should be stationed at the communicator to cancel the alarm or let the operator know that it is a test, not an actual alarm.
What Happens If I Accidentally Set Off My Alarm?
Accidental activations are inevitable. Every user does it at some point. It is merely a question of how often they occur. For the most part, they are rare.
If it does happen, just let the operator know it is a false alarm. Also, there is never any charge for activations, false or real.
If it does happen, just let the operator know it is a false alarm. Also, there is never any charge for activations, false or real.
How Will Rescue Get Into My Home If The Door Is Locked?
Emergency personnel have an obligation to access your residence if they have been dispatched. If necessary, they may break a window or force open a door.
If you provide us with the location of a hidden key, we will inform EMS personnel of its whereabouts. This information is kept secure and only given out in an emergency.
Another option would be an exterior lockbox for holding a key to the residence. You can find them at your local hardware store, or, may be purchased with your system.
Is There Anything I Need To Do To Maintain The System?
Not really. Service and maintenance is included if you live in our service area. Just make sure it is kept plugged in and you test it at least once a month.
This can be done by pressing your transmitter button while standing next to the communicator. Let the operator know you are just testing.
This can be done by pressing your transmitter button while standing next to the communicator. Let the operator know you are just testing.
Do You Perform A Regular Automatic Test Of The System?
Yes, each unit is programmed to regularly perform an “auto-test”. This test confirms the unit is able to connect with the monitoring center, there is power to the unit and the telephone line is OK.
The test is silent and the user is unaware that it is being run. This does not replace the manual test that we ask each user to do regularly.
The manual test confirms the unit’s speaker, microphone and transmitter are working properly. It also increases the user’s comfort level with the system.
The test is silent and the user is unaware that it is being run. This does not replace the manual test that we ask each user to do regularly.
The manual test confirms the unit’s speaker, microphone and transmitter are working properly. It also increases the user’s comfort level with the system.
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