Frequently asked questions

The equipment

Yes. Our pendant and fall alarm equipment needs to be plugged into your existing master telephone socket, and a mains power socket.

The Buddi GPS equipment just needs to be charged using the charging cables that we provide.

We’ve made sure that your equipment is really simple to set up, but we are always happy to help if you need us to - just give us a call.

Yes. Your careline unit will still work as it has a battery back up which will power the unit for approximately 48 hours.

The pendant has an excellent battery which will last for approximately 3-5 years and has a great reputation for reliability.

If you purchase the Buddi GPS alarm, just remember to keep it charged!

You’ll need a working landline telephone for our pendant and fall alarm plans. If you don't have one, our GPS plan may be suitable.

You can always speak to our team to discuss your needs.

Yes. Our careline alarms will work up to 200 metres from the base unit, depending on which of our plans you choose. That’s comfortably enough for most homes and gardens.

With our GPS plan, you can go anywhere.

All of our alarms can be worn comfortably on your wrist like a watch. Our pendant and fall alarms can also be worn around your neck on a lanyard.

The Buddi wristband is designed to be worn at all times – in bed, in the bathroom and out and about. The Buddi clip can be worn around your neck on a lanyard, carried in your pocket or handbag, or fastened to a bag or belt.

Yes.

The pendant alarm, fall sensor, and Buddi wristband are rated as IP67 water resistant so that you can comfortably wear your alarm whenever you take a bath or shower.

The IP67 rating means that the alarm can be dropped into a body of water up to a meter deep for as long as half an hour.

Buddi customers, please note. The clip should not be taken into the bath or shower. It has an IP54 rating, which means it is only protected against small splashes.

To raise the alert, just press the SOS button that is located on your alarm pendant or wristband.

Pendant alarm and fall alarm customers can also press the additional SOS button on the included base unit.

If you have a fall alarm or a GPS alarm, your device can automatically detect when you have fallen and raise the alert for you, even if you can't.

We've got a great video to show you - click here.

Pendant and fall alarm customers - when you activate your alarm, we'll speak to you through the loudspeaker and microphone on the base unit.

Buddi GPS alarm customers - we'll speak to you through the loudspeaker and microphone built-in to your clip, so keep it close by!

No. The device is not designed to trigger if it's thrown on the floor or dropped.

The Buddi GPS alarm uses the mobile phone network (also known as GSM) to communicate with our careline team.

In order to ensure the best possible service, the device comes fitted with an EU-wide roaming SIM card which connects to the strongest signal of any mobile network that is available in your area.

If you are unsure as to whether the Buddi GPS alarm is suitable for you, give us a call and we'll help you find the solution that's right for you.

Please note that the mobile network coverage in your area or the strength of the signal that you are able to receive inside your home are elements that are outside of our control.

Plans & pricing

This non-refundable fee enables us to prepare your careline alarm and collate all of your medical and emergency contact details on our systems.

On the pendant and fall alarm plans, you rent the equipment from us for the duration of your service. Your equipment must be returned to us at the end of your service agreement.

On the Buddi GPS plan, you purchase the device so it is yours to own.

We can accept payment via credit/debit cards, Direct Debit, PayPal, and cheque.

Please note:

  • Using a credit/debit card is the quickest way to pay, and can be done securely online or over the phone. This also helps us to process your order more quickly, dispatching your new alarm sooner.
  • If you choose to pay by cheque, we'll wait for your cheque to arrive before we dispatch your new careline alarm.
  • Buddi GPS alarm customers may only make the initial payment using credit/debit card or PayPal. We'll then set up a Direct Debit for your monthly subscription using the details we collect from you during the checkout.

If you have a disability or a long-term medical illness, HMRC allows you to order a careline alarm from Telecare24 without paying VAT. We call this VAT exemption. Examples of qualifying conditions include, but are not limited to, angina, arthritis, blindness, cancer, deafness, high blood pressure, and poor mobility.

To avoid paying VAT when you order from us, simply choose "I am exempt from paying VAT" at the checkout, and we'll take care of the rest.

Please note, VAT applies to key safes, regardless of your VAT exemption status.

Yes, you can.

This is an excellent idea if you have someone else living in your home who may also benefit from using a Telecare24 careline alarm, or if you would like another device handy in another location in your home.

If you order an extra pendant or fall sensor for somebody else, we'll ask you for their medical and emergency contact details as well.

Extra pendants and fall sensors are available at the checkout at an additional cost.

No, you don't have to have a keyholder to use our service.

We are one of the only careline providers who allow you to join to our service even if you don’t have any keyholders living nearby; all we ask is that you install a key safe.

Having a key safe installed means we can still get you the help you need in an emergency, even if you don't have a keyholder living close by.

We'll begin setting up your new careline alarm as soon as we have received your initial payment and your completed Service Agreement.

When we come to dispatch your new alarm, we will use DPD’s Next Working Day service, at no additional cost to you.

Please note, DPD cannot guarantee next working day delivery to some addresses in the UK. For more details, please refer to our delivery page.

When you trigger your alarm, your careline alarm unit will call our control centre using an 0844* number. We will not charge you when this happens.

Please note, however, that your telephone service provider may charge you for these calls. Please check your phone providers tariff or visit OFCOM for further details.

*0844 telephone numbers are recommended by Ofcom for contacting organisations such as Telecare24.

Both our pendant and fall alarm plans are contract-free, meaning you may cancel your service at any time.

Buddi GPS plan customers are subject to a 12-month contract.

We do not charge our customers a fee for cancelling their service with us, subject to our terms and conditions.

Please note, however, that there is a £30 restocking fee that is applicable, should you choose to cancel your service after the initial cooling-off period has ended.

This restocking fee covers the cost of a several things;

  • Shipping the rental equipment back to us (we'll send you a pre-paid return label in the post)
  • De-programming and refurbishing the rental equipment
  • Administration relating to the closing of the account with our careline monitoring centre

If you have paid for your service upfront and are cancelling early, we'll deduct this fee before issuing you a pro-rata refund based on the number of days remaining on your account.

Existing customers

We prepared your new careline alarm for use before we sent it out to you. In essence, all you need to do when it arrives is plug it in and switch it on.

We’ve made sure that your equipment is straightforward to start using, and we included a handy instruction guide in the box we sent out to you.

If you need us to, but we are always happy to help. Just contact us.

We recommend putting your base unit close to a mains electricity socket and the master telephone socket, as this reduces the chance of having any trailing cables around that may cause a trip hazard.

Please note, our alarms are not compatible with internet-based phone lines.

If you are a Buddi GPS alarm customer, you should keep the wristband and clip on your person.

Yes. Ideally, you should check all your equipment at least once a month and make a test call to our team. It gives you the reassurance that your alarms are working and lets us know it's fine too.

This is an excellent idea if you have someone else living in your home who may also benefit from using a Telecare24 careline alarm.

As an existing customer, you'll need to get in touch with our team at your earliest convenience.

We'll ask you for the new user's medical and emergency contact details, so please have these to hand.

If any of your details have changed and you think we need to know, please get in touch with our team at your earliest convenience.

Examples of details we need to keep up to date include but are not limited to; changes to your telephone number or address, new medical conditions, changing your key safe code, or changes to your key contacts.

Rest assured, we store this data securely and only share vital information with the emergency services.

Please get in touch with our team to arrange replacement(s) for your lost equipment.

Please note, charges will apply.

It is rare for our units to develop a fault. However, in the unlikely event that an issue occurs, please call our customer services team in the first instance.

You can download a copy of our alarm user guides by using the links below. This may be ideal for you if you have lost your printed guide, or if you need to see it much larger on a screen.

Please contact us in the first instance, letting us know that you would like to cancel.

If you are a pendant or fall alarm customer, you are not tied into a contract so you may cancel your service at any time. If you are a Buddi GPS customer, you are subject to a 12-month contract.

Buddi customers, please note. You have a 14-day cooling off period from the order date whereby you can cancel your contract with us.

Please note, there is a £30 restocking fee when cancelling your service with us, should you choose to cancel your service after the initial cooling-off period has ended.

This restocking fee covers the cost of a several things;

  • Shipping the rental equipment back to us (we'll send you a pre-paid return label in the post)
  • De-programming and refurbishing the rental equipment
  • Administration relating to the closing of the account with our careline monitoring centre

If you have paid for your service upfront and are cancelling early, we'll deduct this fee before issuing you a pro-rata refund based on the number of days remaining on your account.

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