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Troubleshooting your In-Home Classic Personal Alarm

Common Self-Install Faults and Solutions

Many common personal alarm faults can be quickly and easily resolved by the personal alarm user or on their behalf by a family member or neighbour by following the solutions below.

However, if you need any help then please call our Customer Services team on 0800 085 7371 - we are here to help.

Issue Resolution
The alarm unit says: ‘Warning – telephone line disconnected’
  • Check the alarm unit is plugged into a working telephone socket. The alarm unit will not work if it is not connected to an operational telephone line.
The alarm unit says: ‘Warning – there is no mains power’
  • Check the alarm unit is plugged into a working electrical socket. The alarm unit has a back up battery and will continue to operate for approximately 40 hours. If the battery is exhausted the alarm unit will stop working until mains power is restored.
  • Providing your telephone line is working, the alarm unit will automatically inform the monitoring centre in the event of power failure. The operators will contact you, or your keyholders, to ensure that power is restored as soon as possible.
Your home telephone is not working
  • Ensure you have connected the alarm base unit to the telephone master socket on your wall using the telephone lead supplied, or via a broadband filter.
  • Ensure the extension lead is connected to the alarm base unit. Then insert your home telephone (or DECT cordless telephone base unit) into one of the extension lead sockets.
  • If you have more than one home telephone (non-cordless), ensure you connect any telephone extension leads into the extension lead supplied.
The sound quality from the alarm base unit is poor or there is interference
  • Make sure that the unit is not placed in a confined space or near other electrical equipment, including broadband routers.
  • The unit microphone is on the side of the unit, to the right of the big red button. This must not be obstructed.
  • If you have a DECT (cordless) home telephone, please make certain that the alarm base unit is positioned at least 2 metres away from the telephone base unit.
  • Check that you have a good quality broadband filter and that you have a filter fitted to each telephone socket in use.
The alarm unit says: ‘Warning – battery low’
  • Check the alarm unit is plugged into a working electrical socket.
  • Please note the alarm base unit has a battery back up that will last for approximately 40 hours.
The alarm base unit is not working following a storm
  • Thunder and lightening can affect your electrical supply, telephone lines and can damage broadband filters.
  • If your home electrical supply is working normally, then check the socket is not faulty by testing another piece of electrical equipment in its place.
  • If you use a broadband filter, try replacing it with a new one.
  • If the alarm base unit power is restored, please make a test call to our response centre and tell the operator that you are testing the alarm base unit.
  • Please note the alarm base unit has a battery back up that will last for approximately 40 hours.
Your personal alarm is stuck in a loop when trying to connect
  • Unplug the cables from the alarm base unit. The alarm base unit will turn itself off.
  • Plug the cables back in to the alarm base unit and wait for it to turn back on.