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Frequently asked questions.
Here are some of the most common questions about our fall alarm.
Fall alarms are devices that can detect when an individual has fallen and alert others for assistance.
Anyone who is at risk of falling, such as older adults, people with balance or mobility issues, or individuals recovering from surgery or injury, may benefit from having our fall alarm plan.
The wearable fall sensor should be worn on your non-dominant hand (the opposite hand to the one you write with).
When you activate your fall alarm, we’ll speak to you through the loudspeaker and microphone on the base unit. (You can’t use the fall sensor to talk to us!)
If we cannot communicate with you via the base unit, we will call your landline phone to ensure everything is okay.
If there is no response, we will call keyholders or – if the situation requires – the emergency services.
If you have trouble hearing us when we speak to you through your alarm base unit, we will call your landline phone to ensure everything is okay.
If we still can’t talk to you, we’ll call one of your emergency contacts to check that you are okay.
As a last resort or if the situation requires, we’ll call the emergency services.
The device is designed not to trigger if it’s intentionally thrown on the floor or dropped.
The simple answer is no, as everything is included in your plan.
- There is no charge at all if you have one of our digital personal alarm plans.
If you still have one of our analogue personal alarm plans, when you raise an alert for help, your personal alarm unit will act like a phone and place a call to our control centre using an 0844 number*.
- Please note that your telephone service provider may charge you for these calls if they are not included within your tariff. You should check with your phone service provider or visit Ofcom for further details.
*Using 0844 numbers for careline services is something that is recommended by Ofcom. We cannot change this number.
If the fall alarm is accidentally activated, the monitoring centre will contact the individual to ensure that everything is okay. If they cannot reach anyone, they may contact emergency services as a precaution.
At Telecare24, our team is trained to respond to any and every call for help, even those that are made by accident. You should not worry about calling for help accidentally.
We don’t mind accidental calls because it lets us know that your device is working properly should you ever really need us.
Our fall alarm is waterproof with an IP67 rating, which means you can comfortably wear your alarm whenever you take a bath or shower.
You must connect the base unit equipment to a mains power outlet.
In the event of a power cut, the base unit is features a backup battery that will last up to 48 hours dependent on use, ensuring your careline service remains intact while your mains power is restored.
Keep in mind that if there is a power cut and the battery backup in the base unit has run out, the wearable alarm will not do anything when activated.
The wearable fall sensor has an excellent battery, which will last for approximately 12 months (dependent on use) and has a great reputation for reliability.
Our team will automatically be notified when the battery runs low. When this happens, we’ll reach out to arrange a free replacement.
The equipment you get with our digital fall alarm plan uses mobile phone technology to connect to the digital mobile network (GSM) in order to communicate with our careline team.
To ensure optimal service, the base unit is equipped with a ‘non-steered’ SIM card that seamlessly connects to the strongest available signal from any mobile network throughout the UK.
If you have trouble getting a strong signal from any mobile network inside your home, rest assured, we’ve got you covered. Our digital fall alarm also has the ability to be connected to a broadband router, ensuring continuous protection and peace of mind.
In the event of a power cut, this base unit has a backup battery that will last up to 48 hours (dependent on use) ensuring your careline service remains intact while your mains power is restored
- Keep in mind that if there is a power cut and the battery backup in the base unit has run out, the wearable fall alarm will not do anything when activated.
The base unit you receive with our digital fall alarm plan features two ways to connect to our monitoring team, greatly reducing the risk of being unable to get help when you need it;
- A ‘non-steered’ SIM card that connects to the strongest available signal of any mobile phone network in the area. This will be more than enough for most people.
- A broadband connection. Use the included ethernet cable to connect our alarm directly to your broadband router.
Your safety is paramount to us, so we sought out the best equipment that would help to ensure the best protection for our customers in situations like a power cut.