Digital Personal Alarm

Frequently asked questions

• What is the difference between the Digital Personal Alarm and an analogue personal alarm?

  The main difference is how the alarm base units make an alarm call. An analogue personal alarm uses a telephone landline and therefore the base unit needs to be connected to your telephone socket. The Digital Personal Alarm uses two multi-network SIM cards instead of a telephone landline, so it is 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 traditionally relied on analogue telephone landlines. Newer devices, including the Digital Personal Alarm and Taking Care Anywhere, are unaffected because they do not use a telephone landline.

• Does the Digital Personal Alarm need a telephone landline?

  No, unlike analogue alarms, the Digital Personal Alarm base unit does not need a telephone landline. The Digital Personal Alarm uses two multi-network SIM cards, so it is perfect for customers that don't have a telephone line in their home but need a little support to live independently. The SIM and data usage are included in your subscription so there are no extra costs.

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

  The Digital Personal Alarm uses two multi-network SIM cards and will connect to the strongest mobile network available. The Digital Personal 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.

• 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.

• Does the Digital Personal Alarm detect falls?

  No, the Digital Personal Alarm does not detect falls. If you would like a personal alarm that works in the home and garden and includes fall detection, please choose the Digital Fall Alarm. 

• Is the Digital Personal Alarm pendant waterproof?

  Yes, the pendant alarm is waterproof up to 1.5 metres for 30 minutes (IP68 standard) and can be worn in the bath and shower. 

• What happens when I press the button on my Digital Personal Alarm?

  When you press the emergency button on the pendant 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. 

• Will my personal 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.

• Can I choose how to wear the Digital Personal Alarm pendant?

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

• Can I have more than one Digital Personal Alarm pendant?

  Yes, you can add another pendant for anyone living at the same address, or for use as a spare, for just £4 per month (£4.80 including VAT) when you place your order. If ordering online, you can select this option when you choose your subscription plan and package options.

• 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.

• Does the Digital Personal Alarm pendant work out-and-about?

  No, the Digital Personal Alarm pendant only works in the home and garden, up to 300 metres / 984 feet from the alarm unit. However, the Taking Care Anywhere will work at home and out-and-about. It also includes fall detection and does not need a telephone landline.

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

• What is covered by the lifetime warranty?

  If your Digital Personal Alarm develops a fault or stops working at any time whilst you are a customer, we will attempt to repair the equipment or replace it. If the long-life pendant battery needs replacing, we'll arrange for that to be changed 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 for the Digital Personal Alarm and someone else pays the subscription?

  It’s common for some of our customers to place an order on behalf or family members who wish to pay the ongoing subscription themselves. You can order online as standard, paying with a debit/credit card for the equipment set-up and the first month’s subscription cost.

  The confirmation email that will then be sent to you includes a link to set up a Direct Debit instruction. Whoever will be paying the ongoing subscription can use this link to set up the payments via Direct Debit, or can call our Customer Services Team if they need some help to do so. Available 9am-5pm, Monday to Friday on 0800 085 7371.

• How do I provide you with details of my emergency contacts?

  Once you have ordered the Digital Personal Alarm, you will receive an email with a link to set up your account online. Completing and submitting this form will let us know who to contact if there is 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.

  As well as asking for emergency contact information, the form requests some other details to help us provide the best possible response in the event of an alert being raised. This can include medical details and your key safe location and code (if you have one) so that the right help can be provided when needed.

• Do I own the Digital Personal Alarm equipment?

  Your Digital Personal Alarm equipment is rented from us for the length of your contract. This means that it is our responsibility to repair or replace any equipment that develops a fault, at no cost to you. If you no longer need the digital personal alarm equipment, we will provide you with a Freepost Royal Mail return collection bag so that you can return it to us as easily as possible, free of charge to you.