Help with your equipment

Common faults

No power to the lifeline

The red light on the base unit will flash intermittently indicating that the power supply has been interrupted.

There may be a power cut (your electricity supplier will be able to tell you if there has been a power cut and when power will be returned).

Alternatively, there is no power getting to the base unit (if the power has been switched off by accident). If this is the case, plug the unit back in or ask a friend or neighbour to help.

You don’t need to worry too much because your unit will still work using its own battery for at least 36 hours (provided it is fully charged).

After 4 hours the base unit will automatically alert the control centre that there is a problem with the power supply and we will contact you to investigate the reason for the power failure and attempt to rectify the problem.

Calls not connecting when lifeline is activated

If you press your pendant or the unit and the call doesn’t connect to us, this may indicate that there is a fault with your phone line or that the cables have become disconnected.

Try making a phone call – if your line is dead then this is why your lifeline is not working. You will need to contact your phone provider to resolve this fault.

If your phone is OK the fault may be because the lifeline leads are disconnected. You can either try to reconnect them or ask a friend or neighbour to help. If the unit still doesn’t work or this is not possible, contact us.

Lost pendant

If you lose your pendant we can provide a replacement but there will be a charge for this. If you subsequently find your original pendant we will give you a refund on the replacement minus an administration charge. 

If you have pressed the pendant and it does not work we will come and replace it for you with a new one at no extra charge.

Testing

We ask you to test your pendant each month to make sure that it is working as it should. In addition we run a report each month which tells us when the battery is running low.

We can also supply an easy press button if you are finding it hard to push the button.

If you are ever in doubt whether there is a problem with your lifeline alarm, push the button and make a test call.

Pocket Pal user guide