Frequently Asked Questions

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How does the medical alert system work?

Basically what would happen is you would have a little pendant that you wear either around your neck, or on your wrist. It is water resistant so you can wear it in the shower or tub. The important thing is if you ever need help, all you have to do is push the button you are wearing. About 40 seconds later our central station is going to begin to have a two way conversation with you through a little console that is plugged in at your house. At this time you may say something to us like - I don't need an ambulance but would you please call my son or daughter, neighbor, or friend? - It's not always a paramedic emergency and we are going to do pretty much whatever it is you ask us to do. However, if we are unable to speak with you or you say it's an emergency, we would immediately dispatch the local paramedics to your house.

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How close to the console do I need to be in order to be heard?

The system we use is very unique. It is actually an acoustical computer. In the average home we can usually speak with you regardless of what room in the house you are in. However, please understand that we have had people in the very room where the system is located who were unable to speak with us perhaps because of a heart attack, stroke, or choking on something. In that case, we would immediately dispatch your local paramedics to your house.

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Must I sign a long term agreement?

No, you do not have to sign a long term agreement and you will not be forced into an automatic long term agreement. We have a month to month agreement no matter how you are billed and it will remain a month to month agreement for life of your agreement.

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Is your service covered by Medicare, Medicaid, or insurance?

You should check with your insurance provider to see if they will cover your medical alarm.  If you have a claim or a prescription for a medical alarm, payment must be arranged between the two of you. Payment is usually made to you on a reimbursement type basis.

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Does the system work outside the home?

If you should have a problem outside your house, anywhere within two to three hundred feet from the house, the system will still work. However, we are not going to be able to speak with you because you are outside, but we will know you are in trouble and we will dispatch paramedic rescue to your house. In high rise apartments, however, the range is limited to the living space.

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I have a rotary phone line, will that affect the system?

Not at all. Our system will work with either a rotary/pulse or tone telephone line.

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Can I take the system with me if I move?

Yes. Simply give us 24 hours prior written notice so that we can update your file with the new address and telephone number. You can even take it with you while you are visiting someone for a couple of weeks.

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Who responds to my call for help?

A friendly operator at our Monitoring Center will come through the voice console and speak with you. If rescue is needed we will call your local fire department and dispatch rescue.

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What happens if my electricity goes out?

The system has a battery back-up that will operate the unit for up to 18 hours after an electrical outage. When power is restored the battery recharges, so it is ready for any additional power outage.

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How will the paramedics get into my home?

Should we have to call paramedics, we would immediately call any friends, neighbors, or family members on your contact list that have a key to your home and live close enough to meet rescue and open the door. You can also hide a key outside or we have a realtors type lock box available where you can place a hidden key and we will give the combination to rescue at the time of the emergency.

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How big is the pendant and console?

The console is about the size of your average telephone and sits easily on any table. The pendant is very lightweight, less than an ounce, and not cumbersome in any way.

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Is the pendant difficult to push?

No, the button you press on your pendant is designed so that it can be easily pressed and is sunken into the pendant in order to prevent accidental activations.

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What happens if I accidentally set off my alarm?

If you should accidentally set off your alarm that is OK. Simply tell the operator, who speaks to you through the console, that you accidentally pressed the button. They will then disconnect and no further action will be taken. We are there 24 hours a day and happy to assist you.

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I live in a rural area, can I still be covered?

We provide service nationwide and as long as you have telephone service you can have our service ANYWHERE in the United States.

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How do I plug it in? Do I lose my telephone jack?

You just simply plug the alarm in just like you would a table lamp. You would also snap it into a telephone jack and whatever is in the phone jack now, you simply pop into the back of our alarm unit.

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Do I need a special phone jack in order to have your system?

No special type of jack is required in order for our alarm to work. However you will need a regular modular phone jack to plug your alarm into. It will work off your existing modular phone jack and will not affect your telephone or any other item plugged into the jack.

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How long does it take to get a response after I press my pendant?

About 45 seconds (the length of time it would take to place a phone call).

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If something should ever go wrong with my alarm, how do I get it fixed?

If this should happen, simply call our toll free number (1-800-542-0438) and we will attempt to determine the problem. If for some reason we cannot resolve the problem we will send you a replacement unit at no charge.

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Can I update and change information after I set up the system?

Of course! Just give us a call letting us know what you wish to change. PLEASE NOTE: Contact information can be updated over the phone, however subscriber address and telephone number changes must be faxed or mailed to us prior to making the change.

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Do you have any other payment options after the initial credit card charge?

Yes. If you choose to we can continue to charge your credit card, set up an automatic debit from your checking account, or we can send you a invoice. You decide.

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I want this for my mom AND dad, do I have to pay two monitoring fees?

No, there is no additional monthly fee to monitor two people in the same home. There is a one time fee of $35.00 for an extra pendant.

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What happens if I cannot talk or respond to you after I press my pendant?

If we are unable to speak with you, we would immediately call paramedics and dispatch rescue your house.

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How do I receive the alarm?

We send the system to you United Parcel Service (UPS). There is no charge for delivery. You would receive the system two business days after you order it if you place the order prior to 3PM Eastern time.

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I'm ordering this alarm for my parents, but I want to be the one billed for it, is that possible?

Yes of course. Simply give us your billing instructions and we would be happy to send you an invoice instead of the person using the alarm.

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Can I use this system with VOIP?

Please be advised that no medical alarm system, including ours, will safely work with Voice Over IP (telephone service through your internet provider). If you are currently using VOIP technology this system may not send a signal to our monitoring center when needed. In order to use this system you will need to have a good old regular phone line installed that bypasses this internet based phone technology.

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Can I use this system with DSL?

Yes, we have systems that are compatible with DSL. Our DSL system is specifically designed for use with DSL (High speed internet through your phone). Our systems have the technology built into them so they will work with DSL, we don't just give you a DSL filter. Make sure to mention or choose the DSL option when your order if you are using DSL.

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What if the user of the alarm is hearing impaired?

Our systems are designed for the hearing impaired so this should not be a problem. However, just remember that we do not require that you speak with us. Even if you are unable to hear us or speak with us, as long as you press your pendant, help is on the way.

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How often should I test my system?

It is important that you perform regular tests of the transmitter and alarm system. Instructions for how to complete these tests are included when you receive your alarm system.

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