Your Questions Answered

Q. What if I press my Call24 alarm by mistake?

A. Everyone accidentally activates the alarm buttons at some time; they are designed to be sensitive. If you do set your Call24 alarm off by mistake, do not worry; when we answer, tell the Operator it was unintentional.

Note: once the alarm is activated please hang on and speak to the Operator. If you don’t, we must treat the call as an emergency.

Q. Do I need to regularly test my Call24 alarm?

A. Yes. We ask you to test the Call24 alarm on a monthly basis starting the day after installation.

The test call must be done by pressing the button on your pendant or wrist strap, so that we can check the strength of the battery in your pendant. The Call24 alarm unit measures the battery strength of the pendant and alerts us if it needs replacing. We will then arrange for it to be replaced. The monthly test call is therefore very important to ensure the equipment is working properly. When we answer, tell us that you are testing your Call24 alarm.

If the Call24 alarm does not connect, contact us by telephone (regardless of the day or time), on 0800 085 0407. If you forget to test we will endeavour to remind you.

Q. What would happen if I was to unplug my alarm unit?

A. The Call24 alarm unit has a built in emergency battery supply to enable it to work in the event of a power cut. If you unplug your alarm or accidentally switch it off at the mains, it will dial us automatically after 1 hour, plus then every 4 hours after that, until the battery power runs out. You will know that the power is off because the alarm unit button will flash and/or beep rapidly.

Q. What if the telephone line is not working?

A. The Call24 alarm unit will only work if your telephone line is connected. If the line is faulty or you disconnect the unit from the telephone socket, the Call24 alarm unit sounds a regular warning beep until it is reconnected. If you have a broadband internet connection then the two way connector (or sometimes called the broadband filter) should be plugged into the wall socket first, and then the Call24 alarm is plugged into the “phone” socket of the two way connector. We recommend that your telephone should accept incoming calls.

Q. Does it matter what telephone provider I have?

A. Yes. We are aware that some Telephony Suppliers may not guarantee to support personal alarm systems. This may result in your Call24 alarm not getting through to our 24/7 monitoring centre.

If your Telephony Supplier is not British Telecom you must check that they do support personal/social alarm systems. You should find this issue referred to in the Terms and Conditions of your Contract with them. If it is not referred to in the Terms and Conditions we recommend that you contact your Telephony Supplier to check. We cannot guarantee our social alarm system will always work with all telephone Supplier Networks.

Your safety is our paramount concern. Call24 recommends that you test your personal alarm system on a monthly basis, by pressing the pendant or the button on your Call24 alarm unit.

Q. What if my details change?

A. If there is a change to any details of the information we hold about you, it is vital that you let us know immediately. This may include a change of telephone number, an alteration to your list of emergency contacts, a change to your medical condition; or a change of doctor.

Q. What if I move house?

A. If you move and wish to keep your Call24 alarm, you must notify us prior to your relocation - giving as much notice as possible. An installation fee maybe payable for your new home.

Q. Will my details be kept confidential?

A. The information we hold on you is strictly confidential. We will only divulge information when we consider your health, safety or welfare is at risk.

Q. What should I do if I go away on holiday?

A. Please inform us if you are going to be away from home for any period of time. Leave the alarm plugged in and switched on. Should it then go off, we can take the appropriate action to ensure the security of your home by telephoning a key holder or the Police.

Q. What should I do if I suspect a fault to my Call24 alarm unit?

A. Please advise us as soon as you suspect a fault. Once we are aware of a fault, we will arrange for it to be rectified.

We aim to repair or replace equipment displaying a critical fault, as soon as possible, normally within 48 hours and no more than 96 hours. A critical fault is the unlikely failure of your Call24 alarm preventing contact to our Call24 Telecare Response Centre.