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Personal alarm
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Digital Fall Alarm FAQs

  • What happens if the Digital Fall Alarm goes off by accident?

    The Digital Fall Alarm pendant uses intelligent algorithms to eliminate most false alarms associated with day-to-day movement. If it does go off, we will always contact you to make sure you are OK. You can cancel the call by shaking the pendant.

  • Does the fall sensor detect all falls?

    The fall sensor 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 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.

  • What do I need to use the Digital Fall Alarm?

    Everything you need to setup your Digital Fall Alarm is included with your order. You will need a mains electricity socket within 3 metres of where you want to place the base unit. You may need to bend down to reach the power socket.

    We recommend that you let us know of any emergency contacts we should call should 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. So that we can arrange the best help in an emergency, we’ll also ask you for GP details and medical condition.

  • How do I order the wrist or pendant option?

    You can select which wearable option you prefer when ordering online. You can also choose to add a second pendant to use as a spare or for someone else who lives at the same address. If you are already a customer and would like to add a fall alarm to your personal alarm service, please call us on 0800 085 7371

  • What if I change my mind after ordering?

    You have the right to cancel within 30 days of purchase. If you change your mind, simply give us a call.

  • What if the battery runs out?

    The Digital Fall Alarm pendant has a long two year battery life. It performs a daily self-test and has a low battery reporting function so there is no need to worry about the battery running out.

  • 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, we’ll always know who you are when an alarm call is made 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.

  • 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 set-up the Digital Fall Alarm?

    Follow the voice-guided set up instructions to quickly and easily set up the Digital Fall Alarm yourself; a friend or a family member can also setup the alarm without the help of a technician. We also provide a user guide with full instructions and diagrams for you to follow. 

  • Can I wear the Digital Fall Alarm in the bath and shower?

    The Digital Fall Alarm pendant is water resistant up to 1 metre for 30 minutes, so you can wear it in the bathroom and shower (IP67 standard).

  • 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.