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FAQs

How much does the Lifeline service cost?
Visit our Online Store for details on pricing. The price includes a Lifeline home unit, personal radio trigger and 12 months monitoring.

How do I pay for the Lifeline service?
You can pay by Credit or Debit card when you order via this website. We will also send you a Direct Debit slip with the Lifeline home unit for you to complete and return to us so that after the first year you can pay our monthly monitoring charge by Direct Debit.

How is the Lifeline service installed in my home?
The Lifeline is supplied with simple installation instructions and all that is required is a telephone socket within 2 metres of a mains power socket.

How will I learn to use the Lifeline service?
Just follow the simple instructions to install the service. Then all you need to do is remember to wear your personal trigger and press it whenever you need help. If you would like to ask a question about the service in future just press the personal trigger or the red button on the Lifeline and one of our operators will be pleased to help you.

What happens if I push the personal trigger but can't get to the home unit?
The Lifeline home unit contains a powerful loudspeaker and microphone, however should you not be able to hear it or we cannot hear you we will immediately follow our procedures and contact one of your keyholders.

What do I do if I move home?
Just take the equipment with you and install it in your new home. Then test the personal trigger and let us know that you have moved home and our operator will update your records. We also need you to keep us informed of changes to your keyholders and medical history. Please click here to view our 'How you can help us' leaflet.

How far away from the home unit will the personal trigger work?
This depends on your house (e.g. thickness of walls) however on average the personal triggers work up to 50 metres from the Lifeline home unit. This should ensure it works in all rooms within your house and the majority of your garden. We recommend that you test your personal trigger when you install the service to see what the coverage is in your home.

How can I be sure the Lifeline service is working?
We recommend that you test your personal trigger every month to ensure it is working properly. When the call is answered just let the operator know that you are testing the service and that everything is ok.

Can Lifeline be used if there is an extension telephone/Internet connection being used on the same telephone line?
All extension telephones should be plugged into the Lifeline 400, in accordance with the installation instructions, to ensure disconnection of normal telephone calls when an alarm call is made. A good quality filter must be installed on the line for use with internet connections including broadband.

What happens if my Lifeline stops working?
In the unlikely event that your Lifeline stops working please return it to us at the address below with a note including your name, address, telephone number and what the problem is. We will then repair it or send you a replacement.

How do I cancel the Lifeline service?
The service has a minimum contract period of 12 months. After this period the service can be cancelled with 30 days notice by pressing your personal trigger or red button on your Lifeline home unit and the operator will help you.