FAQs About HelpLIne Medical Alert Systems

Frequently Asked Questions

Is there anything I need to do to maintain the system?

Not really.  Service and maintenance is included.  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.

What is your cancellation policy?

Our policy is simple…you may cancel anytime, for any reason, without penalties or cancellation fees.  Just give us a call at (888) 892-1454 and we will schedule a pickup.

Once we have the system, we discontinue service immediately and refund any payment for unused months.

What if I have VOIP (digital) phone service?

The primary problem with installing any medical alert system using VOIP is that VOIP does not work when a power failure occurs.  Therefore, your medical alert system will not work either.  As long as you are willing to accept that fact, you may still choose a Standard system.

However, if you do have VOIP service, you may want to consider our Cellular system.  It still works during a power failure and is independent of your phone service.  It includes a battery back-up (rated for up to 12 hours of service).

How about DSL service? Is that OK?

DSL service is not a problem.  We simply add a DSL filter.  If you have this type of service, just let us know.

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, if appropriate.

What if I fall outside? Will it work?

Yes, if you fall within the range of the base unit.  Our transmitters have an impressive, unobstructed range of more than 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.

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.

How will rescue get into my home if the door is locked?

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 with your system.

Do you perform an automatic test of the system on a regular interval?

Yes, each unit is pre-programmed to perform a monthly “auto-test”.  This test confirms 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 it is being run.

This does not replace the manual test that we ask each user to do regularly.  The manual test confirms the unit’s speaker, microphone and transmitter are working properly.  It also increases the user’s comfort level with the system.

If You Still Have Questions About Medical Alarm Systems,
Call Us At (207) 892-1454