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Troubleshooting Your Fall Alarm

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Troubleshooting Your Fall Alarm

Welcome to our comprehensive guide on troubleshooting and installing your fall alarm system

A happy man wearing a Smile fall alarm from Telecare24

Fall alarms are vital tools in preventing injuries and providing timely assistance in the event of a fall. However, like any technology, they may encounter confusion on its installation or functionality. That’s where this guide comes in handy.

In the following pages we’ll walk you through the process of troubleshooting common problems that may arise with your fall alarm system, ensuring it remains reliable and effective. Additionally, we’ll provide clear and detailed instructions on how to install your fall alarm correctly, maximising its functionality and ensuring it integrates seamlessly into your daily life.

Whether you’re a new or an experienced user, our aim is to equip you with the knowledge and confidence needed to tackle any challenges and fully utilise your fall alarm system.

Navigate this page

Use the links below to jump to the section you want to read first:

Common Self-Install Issues and Solutions
What’s in the box?
- About the fall sensor
- About the base unit
How to install your personal alarm?
Download our user guide
Download our testing sheet

Common Self-Install Issues and Solutions

Our Digital Fall Alarm is really easy to set-up and use.

Most common personal alarm faults can be quickly and easily resolved by following the advice to the alarm announcements below.

Questions & Resolutions

What should I do if my fall alarm device is not powering on?

Ensure that the power connection is properly inserted into a functional electrical socket and switched on at the wall.
Attempt plugging the device into a different power outlet to verify whether the current outlet is faulty.

In the event of a power outage, what will occur with my fall alarm?

In the event of a power cut, the base unit 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 the backup power has run out, the wearable alarm will not do anything when activated.
If you have broadband in your home and your base unit is connected directly to your broadband router, your alarm will only work if the broadband router is still powered on.
To ensure your protection in situations like this, upgrade to our new Digital Fall Alarm plan which uses SIM technology, keeping you connected when your broadband fails.

How can I determine if my fall sensor has run out of battery?

The fall sensor has a battery life of 18-24 months, dependent on use. Our team will automatically be notified when the battery on your fall sensor runs low. When this happens, we’ll reach out to arrange a free replacement.

What if my fall alarm device gets wet?

The fall sensor is 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.

Will the fall sensor activate if accidentally dropped on the floor?

The fall sensor technology inside our fall sensor is designed not to trigger if thrown on the floor or dropped.

How often should I test my fall alarm?

You should test your fall alarm every 4-6 weeks.

How do I place a test call?

1. To test press the button on the front of your fall sensor.
2. The base unit will show a flashing red light while it connects through to our 24/7 monitoring centre. Simply tell our team that you are making a test call to check that your alarm is working correctly.
3. Moments later, you’ll be connected to a member of our emergency response team.
4. Our team will tell you everything is okay and they will end the call. Your alarm is now set up and ready to use, should you ever need it.

What happens if the operator cannot hear me when I activate the alarm?

If we cannot communicate with you via the base unit, we will call your main contact phone to ensure everything is okay. If there is no response, we will call other keyholders or – if the situation requires – the emergency services.

Installing you fall alarm

Upon receiving your order, you will find a comprehensive package designed to simplify the installation process and ensure optimal functionality of your fall alarm system.

What's in the box?

Inside the box, you will discover essential components including a base unit, a fall sensor, an ethernet cable, and a power lead.

To streamline installation, we have pre-connected one end of the power lead to your base unit. The Ethernet cable is included for those who wish to connect their base unit to a broadband router, facilitating seamless integration into your home network.

With these components at your disposal, setting up your fall alarm system is made convenient and efficient, allowing you to prioritise safety and peace of mind with ease.

The fall sensor

Communicates with the base unit from a distance of up to 200 meters.
Waterproof. But it should not be submerged for long periods.

Wearing your fall sensor

The fall sensor should be worn on your non-dominant hand (the opposite hand to the one you write with).

How to call for help using the fall sensor?

1. Press the fall sensor until it flashes red.
(You cannot test the fall sensor by throwing it at the floor)

2. When the alarm is activated, you can speak to our control centre using the microphone and loudspeaker on the base unit.
(Please note, the fall sensor does not have a microphone, we’ll speak to you via the loudspeaker on your base unit.)

Battery life

The fall sensor has a battery life of 18-24 months, dependent on use. Our team will automatically be notified when the battery runs low and will reach out to arrange a free replacement.

The base unit

Has an integrated SOS button if your pendant is out of reach
Has the two-way loudspeaker
Uses mobile phone technology to connect to the strongest signal available in your area

The base unit should be situated on a flat surface close to an available mains power socket.

We strongly recommend that the base unit power lead is plugged directly into a mains power socket and not a power extension cord.

To switch the base unit on, please follow steps below:

1. Switch the mains power supply on.
2. Power on the base unit by pressing the grey power button on the back of the unit for 3 seconds.
3. You will see the lights on the unit run through a cycle and then your alarm will be ready to use.
(Only the red ‘Alarm’ button should be illuminated.)

The base unit uses very little power. It must be left switched on at all times.

If it is necessary to switch the unit off, follow these steps:

1. At the back of the unit you will find a grey power button.
2. Press the button for 3 second and release.
(You will hear a beep and the base unit will power down)

How to install?

Place your base unit somewhere easy to access in case of emergency

Take the loose end of the black power lead and plug it into a mains power socket

Turn on the base unit by pressing the grey on/off button for 3 seconds underneath the unit

Please note, when the green LED goes off (it may take several minutes) it means the unit has successfully registered onto an available network.

If your device struggles to connect and you have broadband at home, use the Ethernet cable provided to connect the base unit to your broadband router.

See the ‘Installation diagram (alternative option)’ section for help with this.

If you are still struggling to connect, please get in touch with us.

Install in 2 easy steps

We make sure that getting started with your equipment is as easy as possible, but we are always happy to help if you need us to – just give us a call free on 0800 180 85 40.

1. Plug your base unit into a mains power socket

2. Test your alarm by pressing the button on your pendant. When you speak to our care team, tell them it’s new and you’re testing it out.

That’s it!

Alternative option

This type of installation is only for users who have poor signal in the home and also have broadband already in the property. If you do not have signal issues you should ignore this page.

Installation guide

In addition to troubleshooting solution, we offer digital copy of our fall alarm user guides to further empower you in understanding and utilising your Telecare24 personal alarm device effectively.

This user guide serves as invaluable resources, offering detailed instructions and setup procedures to ensure smooth operation.

You can download a digital copy of our alarm user guides using the links below. Whether you’re a new user seeking setup guidance or a loyal customer troubleshooting an issue, our user guides are here to assist you every step of the way.

Download the user guide

Remember to test your personal alarm!

If you have a fall alarm—a life-saving device you rely on—you want to be assured that it will be there when you call for help.

That’s why we encourage all our customers to be proactive and test their alarm systems at least once a month, so we can identify any problems and fix them as quickly as possible.

To test, press the button on your pendant and then wait at the base unit for our team to start talking to you.

We have put together a handy testing sheet that you can download and print from the link below.

Download our testing sheet

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