Digital Fall Alarm

Frequently asked questions

• Can the Digital Fall Alarm be used by someone with Epilepsy, Parkinson's or tremors?

  When the Digital Fall Alarm detects a fall, it will automatically call the Emergency Resolution Team. This can be cancelled by shaking the pendant. If the person who will be wearing the Digital Fall Alarm has Epilepsy, Parkinson’s or tremors, the pendant can be set up without this option. Please call 0800 085 7371 to request this option when ordering. Lines are open Monday - Friday, 9am - 6pm.

• What is the difference between the Digital Personal Alarm and the Digital Fall Alarm?

  The pendant included with the Digital Fall Alarm detects falls, where as the Digital Personal Alarm does not. Both use two multi-network SIM cards instead of a telephone landline, so are perfect for customers who don't have a telephone line or if their phone line is being upgraded to the digital network (known as the Digital Switchover). The SIM and data usage are included in your subscription so there are no extra costs.

• What is the Digital Switchover?

  BT has announced that by 2027 all analogue phone lines will be replaced with digital ones. The switchover means all new houses are set to be built with a digital-only connection from 2023 and many households have already upgraded.

  Telephone landlines will still exist, and you can still have a landline telephone at home. However, the network that the phone uses will be different. Your telephone provider will send you a digital hub that you will need to connect your phone to. Any other equipment that connects to the phone line will also need to be connected to the digital hub. You may also need to replace your telephone handset, although your telephone provider can advise on this.

  You can find out more about the telephone digital switchover on our Resources and Advice web pages.

  Personal alarms have traditionally relied on analogue telephone landlines. Newer devices, including the Digital Fall Alarm and Taking Care Anywhere, are unaffected because they do not use a telephone landline.

• What if I can't get a mobile signal where I live?

  The Digital Fall Alarm uses two multi-network SIM cards and will connect to the strongest mobile network available. The Digital Fall Alarm is not limited to mobile coverage from a single mobile network. The alarm base unit also has a large internal antennae to improve reception.

  For customers in areas that cannot get a signal, we supply the Classic Personal Alarm so they too can benefit from our life-saving personal alarm service. The Classic Personal Alarm connects to a telephone landline and has been tested in Openreach's laboratory with the leading telephone providers' digital telephone networks to ensure maximum longevity. However, you may need to pay an upgrade fee if your telephone provider makes a change in the future that affects your alarm. The Classic Personal Alarm does not detect falls.

• What does the set-up cost include?

  The set-up cost includes setting up your account and registering you as a customer. You will need to setup the personal alarm yourself.

• Will the Digital Fall Alarm work if there is a power cut?

  Yes, the battery backup in your in-home alarm unit will work for approximately 40 hours, if fully charged. This means that during a power cut, you will still be able to make an alarm call and speak with our Emergency Resolution Team.

• Does the fall sensor detect all falls?

  The fall detector may not detect every fall as it is designed to detect hard, unobstructed falls. If you are able to do so, you must ensure that you press the emergency button each time that you fall.

  The fall alarm sensor uses an algorithm to recognise the difference between ‘hard’ falls and other movements so like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall. Our guide to how fall alarms work explains the types of falls that trigger an alarm call.

• Is the fall alarm pendant water-resistant?

  Yes, the fall detector pendant is water-resistant up to 1 metre for 30 minutes (IP67 standard) and can be worn in the bath and shower. 

• What happens when I press the button on my fall alarm pendant?

  When you press the emergency button on the pendant alarm or base unit, an alarm call is made to our 24/7 Emergency Resolution Team and quickly answered.

  The Emergency Resolution Team will know who you are and where you live. The Emergency Resolution Team will talk with you over the alarm unit and assess the situation. Even if you are unable to speak, they will know where to direct help.

  If you need further help, we will either call your nominated emergency contacts, such as friends, neighbours or family, or the emergency services. 

• Can I choose how to wear the fall alarm pendant?

  Yes, you can choose either the wrist strap or neck pendant when you place your order.

• Can I have more than one fall alarm pendant?

  Yes, you can add another falls pendant for anyone living at the same address, or for use as a spare, for just £5 per month (£6 including VAT) when you place your order. If ordering online, you can select this option when you choose your subscription plan and package options.

• Will the fall detector work in the garden?

  Yes, the fall alarm works up to 300 metres / 984 feet from the alarm unit so you can get about your daily life knowing you can get support if it is needed.

  As part of the set-up process, the Digital Fall Alarm will guide you through a range test so you can be confident the alarm pendant will work around your home. 

• Can the fall detector be used as a personal alarm pendant?

  Yes, you can press the button to call our Emergency Resolution Team. They will speak to you over the alarm unit and arrange help should you need it.

• What do I need to use the fall detector alarm?

  The fall detector calls our Emergency Resolution Team through the alarm unit. All you need is a modern phone socket and a mains electricity socket nearby (within 10 feet) to connect the alarm unit to.

  We do recommend that you let us know of any emergency contacts we should call in case you need assistance.

  If you have a key safe, we recommend that you provide us with the location and key safe code. We will only share this information with the emergency services so that they can access your property quickly and conveniently if required.

• Do I need a key safe?

  We recommend customers have a key safe, particularly if they do not have an emergency contact who lives within 30 minutes travel time that can come to their assistance when needed.

  If you have a key safe, you can share the location and code with us. We will only give the code to the emergency services if we call them on your behalf and you’re unable to get to the door.

• What can I do to reduce the likelihood of falling?

  Falls can have serious consequences as we age. There are steps you can take to make your home safer and improve strength and balance to reduce the risk of falls.

  Download our free Falls Prevention Guide for useful tips and advice to keep you or your loved ones safe in their home.

• What is covered by the lifetime warranty?

  If your Digital Fall Alarm develops a fault or stops working at any time whilst you are a customer, we will either repair or replace the equipment for you. If the pendant battery needs replacing, we'll change that too, free of charge.

• Is the delivery, warranty and repair service really free of charge?

  Yes. We don’t charge for delivery and we include next working day delivery for orders received by 1pm, Monday – Friday to all postcodes in England and Wales. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48-hour delivery instead.

• What if I want to pay the set-up costs and someone else pays the subscription?

  No problem! Many of our customers order on behalf of family members who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person paying the subscription fees can use this link to complete the Direct Debit instruction or call our Customer Services Team, 9am – 5pm, Monday to Friday on 0800 085 7371.

• How do I provide you with my emergency contacts?

  Once you have submitted your order, you will receive an email with a link to an online account setup form. Please complete and submit this form so we know who to contact in an emergency. If you do not have an email address, you can complete and return the form included in your welcome pack with your personal alarm. The information can also be provided by telephone by calling our Customer Services Team on 0800 023 4301, Monday – Friday, 9am – 5pm.

  We’ll also ask for some other details so we can provide the best possible response, including medical details, and your key safe code and location, if you have one.

• Do I own the equipment?

  The equipment is rented from us for the duration of your contract. This means that if the equipment develops a fault, we will repair or replace it free of charge. When you no longer require our service, we will provide a Freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.