Phone Need help? Call us on 0800 085 7371

Taking care of you and your loved ones
Which? Trusted Traders
Approved Service
Personal alarm<br>warranty included
Personal alarm
warranty included
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
TrustPilot
Rated 4.7 out of 5
on TrustPilot

FAQs Product - GSM personal alarm

Will the pendant alarm work in the home and garden?

Yes, it works up to 75 metres from the alarm base unit so you can get about your daily life knowing you can get support if it is needed.

Can you set-up the personal alarm for me?

The 'Landline Free' personal alarm is designed to be really easy to set-up. If you would prefer someone to set-up your alarm for you though, simply add our installation service to your order when you purchase online. One of our friendly advisors will set everything up, test your personal alarm and show you how it works.  If you order a key safe, they will fit that too. We’ll be in touch within 1 working day to arrange a suitable time and date for the installation. The installation service costs £99 (£118.80 including VAT).

What is included with the landline free personal alarm?

When you order the landline free personal alarm, we will send you a personal alarm pendant, a neck and pendant strap, base unit and multi-network SIM card, power adapter and welcome guide.

Also included in the subscription is our free warranty and repair service and unlimited alarm calls.

I was expecting the subscription cost to be higher. What is included in the subscription?

The subscription includes 24-hour monitoring by our Emergency Resolution Centres and the SIM card costs. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year.

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

Yes! We don’t charge for delivery and offer a 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 is covered by the lifetime warranty?

If your equipment 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 alarm battery needs replacing then we'll change that too. There is no charge for this service.

If the alarm uses a SIM card, why is there no extra call costs?

The subscription includes unlimited alarm calls, 24-hour monitoring and the SIM card. You don’t need to remember to top-up the SIM card or pay any additional charges for calls.

How do I set-up the Direct Debit subscription?

You can set-up the Direct Debit when you order online. Either choose to pay the set-up cost and first subscription payment by debit/credit card and complete the Direct Debit instruction later. Or you can choose to include the set-up cost in your first Direct Debit payment.

You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.

If ordering by telephone then the Direct Debit instruction will be set-up over the phone with you by one of our sales advisors.

What if I want to the set-up costs and someone else pay 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 who will be paying the subscription 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.

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.