HelpLine FAQ's
HelpLine®
Medical Alert Systems
© Copyright 2011 Home Support Services LLC 110A Tandberg Trail Windham, ME 04062 All rights reserved.
Order Online or Toll Free at (888) 892-1454
Q. Is your HelpLine® medical alert system difficult to install?
No, not at all. It is much like hooking up a cordless telephone. You just plug in the power adapter, the telephone line cord, turn the power switch on (located on the underside of the unit) and that's it. Then you test it by pressing the button on the transmitter. When the operator comes on, just say your testing.
Q. What is your cancellation policy?
Our policy is simple...you may cancel at any time, for any reason. Just give us a call at 1-888-892-1454 and we will authorize the return of the equipment. Once we have received the system, we will discontinue service immediately and refund any payment for unused months.
Q. What if I have VOIP for my phone service?
Medical alarm systems are analog devices. VOIP technology is digital. The two do not coexist well. An alarm signal sent over VOIP telephone service may go through fine on one occasion, be corrupted on another, or even completely lost. Therefore, we will not offer service to customers who do not have traditional phone service. It would give them a false sense of security. Another weakness of VOIP service is that it does not work when a power failure occurs. Whereas typical, analog service is uninterrupted. As for the power failure, our HelpLine® medical alert system is equipped with battery back-up. It will last for up to 30 hours and automatically recharge when power is returned.
Q. How about DSL service? Is that OK?
DSL service is not a problem. You just need a DSL filter. If you have this type of service, just let us know.
Q. What if I can't speak, or, the operator cannot hear me?
The communicator features a very sensitive microphone and high output speaker. Typically, the user can be heard by the Operator in most areas of the residence. If, however, the Operator cannot hear the user, the operator would then call the residence over the telephone. If the call is unanswered, the Operator would refer to the user's Emergency Notification preferences and proceed accordingly. Local emergency personnel would also be dispatched. So, if the user is able to activate the HelpLine® medical alert, the call will always be acted upon.
Q. What if I fall outside? Will it work?
Yes, if you fall within the range of the base unit. Our transmitter has an impressive, unobstructed range of up to 400'. However, this range can be reduced by a number of environmental factors, especially the construction materials of the residence. We recommend testing the range in and around the home...anyplace that the user may go. A second person should be stationed at the communicator to cancel the alarm or let the operator know that it is a test, not an actual alarm.
Q. What happens if I accidentally set off my alarm?
Accidental activations are inevitable. Every user does it at some point. It is merely a question of how often it occurs. When it does happen, just let the operator know it is a false alarm. Also, there is never any charge for activations, false or real.
Q. How will rescue get into my home if the door is locked? (Rachel)
Emergency personnel have an obligation to access your residence if they have been dispatched. If necessary, they may break a window or force open a door. If you provide us with the location of a hidden key, we will inform EMS personnel of its whereabouts. This information is secure and only given out in an emergency. Another option would be an exterior lockbox for holding a key to the residence. You can find them at your local hardware store, or, may be purchased from us when you order your system.
Q. Is there anything I need to do to maintain the system? (Jim)
Not really. Just make sure it is kept plugged in and you test it at least once a month. This can be done by pressing your transmitter button
while standing next to the communicator. Let the operator know you are just testing.
Q. Do you perform an automatic test of the system on a regular interval? (Sam)
Yes, each unit is pre-programmed to perform an "auto-test" on a monthly basis. This test confirms that the unit is able to connect with the monitoring center, there is power to the unit and the telephone line is OK. The test is silent and the user is unaware that is being run. This does not replace the manual test that we ask each user to do regularly. The manual test confirms that the unit's speaker, microphone and transmitter are working properly. It also increases the user's comfort level with using the system.
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