Find the answers to our most Frequently Asked Questions here!


Frequently Asked Questions

Q. What do I get for my monthly or annual fee?

Your all-inclusive standard monthly rental includes the Telecare24 Careline Alarm Base Station along with your own waterproof pendant or wrist band. Our Careline Monitoring Team will be on hand 24 hours a day to assist you in any emergency you may have allowing you to have complete peace of mind.

Q. How do I wear my Careline Pendant?

We provide you with a full wearing kit with your Careline Alarm that includes options to wear on your wrist, neck or belt clip. This kit allows you to change your wearing option at any time should you want to.

Q. How is the Telecare24 Careline alarm unit installed?

The alarm unit can be located virtually anywhere in your home. You will need a telephone line with a modern phone socket and a power point close by. Telecare24 uses the existing telephone line – you do not need another installed.

Q. Can I install the Telecare24 Careline alarm unit myself?

Yes. The Telecare24 Careline unit simply needs to be plugged into your existing telephone socket and also needs to be plugged in to the mains for power. It really is that simple.

Q. How many key holders do I need to have?

Ideally we would suggest you have one key holder who lives within 20 minutes of your home. However, we appreciate that this is not always possible. If you do not have a trusted friend or relative living close by that would be happy to be allocated as a key holder to your home, then we ask that you have a key safe installed. This will enable authorised persons access to your home in the event of an emergency. Telecare24 can arrange for a key safe to be supplied and installed. You just need to select that option when you purchase your alarm in the Buy Now section.

Q. How is the Telecare24 Careline alarm unit activated?

There are two ways to activate the Telecare24 Careline alarm unit and get help from the Careline alarm centre: 1. By pressing the red button on the base unit. 2. By pressing the button on your pendant or wrist band.

Q. What happens when I press the red button on my Telecare24 Careline alarm unit or pendant?

When you press the button on your Careline unit or pendant, it places a call through to our staff at Careline and alerts them to provide assistance, even if they cannot hear you. When the operator accepts your call their computer will display your details including name, address, doctor, key holder and next of kin information as well as any relevant medical information. Our Operator will talk to you via the powerful loudspeaker and microphone in the Careline unit to establish what has happened and agree the best course of action. If required they will stay on the line with you until help arrives. If we call the emergency services, your next of kin will be informed. No call will be cancelled until the operator is sure the call has been dealt with appropriately.

Q. What happens if I cannot hear you or speak to you?

Don’t worry, if we have received a call and do not get a response, we will telephone you back immediately. If you do not respond to that call, the operator will have all the information they need to know where to send help and will ask one of your nominated key holders to visit you and check you are safe and well. If you have no local contacts we will call the emergency services. No call will be cancelled until the operator is sure the call has been dealt with appropriately.

Q. Can I talk through my pendant?

No. The pendant simply activates the Careline unit when you are in a different room in your house. The powerful microphone in the Careline unit is extremely sensitive and will enable you to converse normally with our Operator.

Q. Do I wear my pendant in bed?

You can if you wish although generally we recommend you place your pendant on your bedside table but remember to take it with you should you need to get up at night.

Q. Can I order an extra pendant?

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 you would like another one handy placed in another location in the home. There is no extra monthly fee for the additional pendant. If there is a second user in the home you just need to provide us with their details. Additional pendants are available in the check out when you purchase your alarm for a one off price of just £49. If you are an existing customer and require an additional pendant, then please call 0800 1808540 and we can arrange for one to be delivered to you.

Q. Can I wear my pendant in the bath?

The pendant we supply is waterproof. However, we generally suggest you put your pendant at low level in the bathroom so you can reach it if you fall or get stuck in the bath. The pendant is fine to wear in the shower or bath but should not be fully submerged under water.

Q. What happens if I press my Telecare24 Careline alarm unit or pendant accidentally?

If you press either button by mistake just tell the operator when they speak to you that it is an accidental call and they will cancel it. The operator will be pleased that you are safe.

Q. Do I need to check that my pendant is working?

Yes. You need to press your pendant at least once a month to let you and our operators know that your alarm is still working.

Q. Why is the red light flashing on my Telecare24 Careline alarm unit?

The red light flashes when: a call to the Careline is in progress or; there is a power cut or; someone has turned off or unplugged the power to your alarm unit.

Q. Why is the green light flashing on my Telecare24 Careline alarm unit?

On some units a green flashing light means that there could be a landline fault or that one of your other phones has been left off the hook.

Q. Will my Telecare24 Careline alarm unit work if there is a power cut?

Yes. Your Careline unit will still work as it has a battery back up which will power the unit for approximately 24 hours. (Please do not remove the batteries from your unit). The unit will automatically call through to the control centre a short while after the power supply has been disconnected or if you have a power cut. This means you will be able to speak to the operator even though the electricity supply is switched off. We would also advise that the alarm unit be plugged into the mains using a power surge protector. This will prevent any electrical surges from damaging the unit.

Q. What happens if my equipment develops a fault?

The pendant has batteries which will last for approximately 3-5 years and has an excellent reputation for reliability. If for any reason a fault should develop we will replace the unit free of charge within 24hrs.

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