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Personal Alarm Service FAQs

  • What do I need to set-up the personal alarm?

    The alarm unit is really easy to plug in, although you may need to bend down to reach the telephone and power sockets.

    Delivery is free of charge. All you need is a modern phone socket and a mains electricity socket nearby (within 10 feet).To get help to you as quickly as possible, we recommend you have a keyholder within 30 minutes or a key safe. A keyholder is someone who has keys to your home and can come to your assistance if needed. This means there is always a way to get help to you, whenever you need it. We can supply a key safe when you order your personal alarm. 

  • What if I need some help setting it up?

    One of our friendly advisors can set everything up for you. This service costs £99 (£118.80 including VAT) and you can add it to your order when you purchase online. If you prefer to order by telephone, just let us know when you call 0800 085 7371

  • Do I need to pay VAT?

    94% of customers do not need to pay VAT on their orders, including installation. If you, or the person who you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, or high blood pressure, or are registered disabled, you may qualify for VAT exemption. You can check our VAT exemption guide for advice.

  • What happens if I have an emergency and cannot speak through the alarm?

    Even if you're not able to speak, when you press the pendant alarm we’ll always know who you are, and where you’re calling from. This means we can direct support to you very quickly by calling your emergency contacts or the emergency services. 

  • What if I change my mind after ordering?

    You have the right to cancel within 14 days of purchase. There are no complicated requirements or hidden charges.

  • Do I need an ADSL filter on my telephone line if I have broadband?

    We recommend you have a broadband filter on each telephone socket that is in use. Broadband filters are widely available from electrical stores, online or from your broadband provider.

  • Can I use your personal alarm service if I don't have a telephone landline?

    If you do not have a telephone landline, you can still benefit from our 24 hour monitoring service with our GPS personal alarm or no landline personal alarm. 

  • How much does delivery cost?

    The cost of delivery is included. We offer free next working day delivery to all postcodes in England and Wales for self-install orders received by 1pm, Monday - Friday. This means you and your family can quickly benefit from the peace of mind that our personal alarm service provides. If you prefer, you can nominate a day for your delivery or pay an additional £4.99 for Saturday delivery. Please give us a call on 0800 085 7310 to arrange. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48 hour delivery instead.

  • How do I connect my personal alarm?

    We provide a brochure with full instructions and diagrams for you to follow. You can also follow the set-up instructions on our website to connect and test your personal alarm.

  • Can I wear the pendant in the bath and shower?

    Yes, the pendant is waterproof and we would encourage you to wear it in the bath or shower where you are at most risk of slipping.

  • Will my personal alarm service interfere with my broadband?

    It shouldn’t do, but just to be on the safe side please ensure a broadband filter is fitted to each telephone socket that is in use. Broadband filters are widely available from electrical stores, online or from your broadband provider.

  • Can I have more than one pendant?

    Yes, you can add another pendant for anyone living at the same address for just £35 (£42 including VAT) with no on-going additional charge. If you would like to find out more contact Customer Services on 0800 085 7310 who will be happy to help.

  • What if I need an ambulance and I cannot let them in?

    We recommend you fit a key safe to store your house keys securely outside of your home. On such occasions, we’ll share the key safe code with the emergency services so they can get to you quickly.

  • Who do I tell if anything changes?

    If you change your address, telephone number or there are changes to your medical conditions or keyholders contact information, it’s important to tell us straightaway. We rely on this information being correct so we can arrange assistance for you if you need it.

    Please call Customer Services on 0800 085 7310 and speak to one of our team.

  • What happens if there is a power cut?

    If this happens, please don’t worry; the battery in the base unit will keep the service going for approximately 40 hours. The alarm unit will also send us a signal if your power goes off and we’ll call you to check you’re aware and that you’re OK.

  • What happens if my telephone line is not working?

    We won’t know if this happens, but your unit will play a message to inform you of the issue. We suggest borrowing a phone from your friend or neighbour to inform your telephone provider of the fault.

  • Can I use the personal alarm service if I am deaf?

    Yes, you’ll need to be set-up with ‘Type talk’ or ‘Next Generation Text’ for us to be able to contact you, or alternatively we can contact your chosen keyholders.

  • What if I have more than one phone?

    If you have more than one landline telephone, it may interfere with the alarm unit when the other phone is in use or if it is left off the hook. Get in touch with our Customer Services on 0800 085 7310 for further advice on how to avoid this.

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