LifeConnect24 Reviews

Name: LifeConnect24
Address: 42 Barnard Rd, Bowthorpe Employment Area,, Norwich, Norfolk
Rating: 4.66

4.7 Rating 7,917 Reviews

93 %

of reviewers recommend LifeConnect24

4.7

Based on 7,917 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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LifeConnect24 5 star review on 26th November 2024

LifeConnect24 5 star review on 5th March 2022

Steven North

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“One of the worst organisations I have ever dealt with.”

Helpful Report

Posted 1 year ago

Hello Brenda, Thank you for your review and for sharing your feedback with us. I am sorry to hear that you were unhappy with your experience of the Service. Please rest assured that your feedback has been raised with the relevant department for further review. If you do have any further need of assistance, please feel free to contact us again. Best wishes, Ash

Posted 1 year ago

“Very poor customer service. Initially, the service was great. However, the auto renewal of the contract was not made clear. Money was taken from my account without notice, and the renewable price was 3.2x the previous year. Even after returning the previously unstated rental equipment, I have now had to take legal action to recover my money”

Helpful Report

Posted 1 year ago

Hello Andrew, Allow me to express our gratitude for you having shared your thoughts on the Service thus far. However, I must also admit my sadness that you have been unhappy with the experience thus far. I would like to assure you that all your feedback has been raised with the relevant department for further review. I can also confirm that a contact attempt was made earlier in the week with another to be done in due course. Best wishes, Ash

Posted 1 year ago

“We still do not have a working alarm. Several calls to customer services and finally a call back technical team, have failed to deliver the service promised. We have been left disappointed and in despair.”

Helpful Report

Posted 1 year ago

Hello Susan, Thank you for your review, we do appreciate all feedback. We are sorry to hear that the service we have provided has left you disappointed. We are aware that a member of our technical team has called you today and will be calling you again to get this matter solved. Best Wishes, Elliot

Posted 1 year ago

“Great whilst it lasts, but cancelling needs verbal confirmation and you have to give that to a specific team - so the person who answers and ask why can't take that as verbal confirmation as it is not in line with protocol! Just not the hassle that someone caring for an elderly relative and dealing with their own life needs.”

Helpful Report

Posted 1 year ago

Hi Rebecca, Thank you for your review, we do appreciate your feedback. We are happy that you found our service great however dismayed to hear you have had issues with our cancellation process. Due to the lifesaving nature of our service, cancellation of the account needs to be done via verbal confirmation to protect the safety of our vulnerable customers. However, we do appreciate all feedback provided and this will contribute towards process development in the future. Best Wishes, Elliot

Posted 1 year ago

“The service was good on ordering The package was delivered the next day By being thrown over a 2 metre gate Thanks Royal Mail a Stella performance My 100 year old mother was forced to collect she has great difficulty walking Do we now have a damaged product ?”

Helpful Report

Posted 1 year ago

Hello Paul, Thank you for your review and for bringing this matter to our attention. I have shared your feedback with Royal Mail so that they may consider it in whatever matter they see fit. If you require any additional assistance, please feel free to contact us again. Best wishes, Ash

Posted 1 year ago

“I'm not particularly happy with the Customer Service I've received from Lifeline 24. I purchased the Fall Alarm on Thursday 8th February and the unit arrived on Friday 9th which was great, but the instructions say not to set the unit up until a confirmatory email has been received to say that all my details have been received. I still haven't received an email to date. I went online on Monday and spoke to someone on the 'chat' and they apologised and confirmed that it was ok to set the unit up. However, after following the instructions in the booklet, the unit didn't work and I was getting a 'this number is not recognised' message. I was very busy at the weekend and didn't get a chance to do anything more about it. I tried once on the Saturday to ring Customer Service 0800 number but the queue was so long I gave up after about 10 minutes. Then on Monday 12th I had to go to work (and had to just hope that my husband didn't have a fall). On Tuesday 13th Feb I rang Customer Services in the morning and explained that I wasn't able to set the unit up and was told to unplug everything, leave it for 15 minutes, plug it all in again and it should work, which it didn't. I rang back again and someone told me they would put my query through to the technical team and someone would call me back, no-one did. I rang later in the day and spoke to someone else. I explained that I needed to go out in the afternoon and the whole purpose of having the alarm was so that I could leave my husband alone and have peace of mind in case he has a fall. A young man tried to get me through to speak to someone straight away, but no-one was available. Someone did ring in the afternoon while I was out, but I missed the call and it wouldn't have helped anyway because I wasn't in the house to go through everything with anyone. I tried setting it up again on Tuesday evening with the same results, it still didn't work. I rang Customer Services again and they said that someone "should" call me back the next day as they hadn't been able to contact me earlier on the Tuesday. In desperation, I rang BT to see if they could help me work out what I was doing wrong with the set-up. Some extremely helpful young man at BT went to a lot of trouble and took a lot of time with me and he told me I would need to call Lifeline24 again the following day and ask whether the alarm is compatible with BT's digital voice service. On the Wednesday morning 14th, I did this and spoke to a very very helpful young lady at Lifeline24 who has obviously had some training, because she immediately knew what to do (didn't need to transfer me to the technical team) and went through what I needed to do to set the alarm up through my Router. That young lady's name is Keira Sibbons. I'd really like to commend her, she was very polite, very patient and knew exactly what to do. I hope she gets some sort of commendation or bonus for being so helpful. So now that I have the alarm actually working I'm very happy with it, but I do think that you need to train your staff so that they can maybe ask a few pertinent questions, as someone non-technical may have been able to help me much earlier on if we'd got to the bottom of what the issue was. I would also recommend that when you send out your alarms, you put a separate sheet inside each of your booklets, explaining what you need to do to set the alarm up if the broadband system at home is BT's Digital Voice service (rather than the standard landline broadband service) as the set-up for this is nothing like what's described in your booklet - and for a non-technical person like me some simple instructions would be a Godsend. Anyway, you asked for feedback so I've given it - and I would again like to thank Keira Sibbons very much for being calm and so helpful. I am a carer and I work full-time and things like this really add to my stress-levels when it was really so unnecessary.”

Helpful Report

Posted 1 year ago

Hello Teresa, Thank you for your review and for bringing this matter to our attention. I regret to hear of your initial difficulties with setting up the Alarm and receiving the required help from us. This is certainly not our intention for our initial processes and I will be more than happy to share your comments with the Team for review. I am gladdened to hear of your kind words for our Staff and will be certain to share your words with Keira when possible. If you require any additional assistance, please feel free to contact us again. Best wishes, Ash

Posted 1 year ago

“I am disgusted with this company, I have had a alarm that has only partially worked, so thinking I was safe with a falling alarm I was left at risk, when I sent it back and asked for a refund I was told no. they state that the monitoring of the alarm is only half the service but are can you monitor something that is not working? then the other part you say is the rental but again I ask you is it fair to expect someone to pay for something that did not work most of the time. Also they have no governing body because they are private. I cannot ask the question about a refund as you have said I will not get one”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. We are sorry to hear that you are dissatisfied with your experience of the Service and can confirm that several private messages have been sent to you in the hopes of resolving your concerns amicably. Of course, I can also confirm that all of your comments with be shared with the appropriate department for further review. Best wishes, Ash

Posted 1 year ago

“Terrible customer service. My unit was flashing and was told to change the battery. It’s wired in, I’m disabled not an electrician. They sent me a new unit, that also had a flat battery and was talked through how to reset it, which cut off my phone line snd unit didn’t work due to the flat battery . Finally got a female customer service operator who sent me another unit, plugged in and worked straight away. This was a careline box, not a lifeline box. I feel they were trying to get rid of old untested stock? Very poor service. Apart from that I was charged £50 more than the advertised price this year. Guess who won’t be renewing nrxt tear? Help line operators can’t be faulted, but customer service need some training, except for excellent female operators. Males seem to have no interest which can be heard in their voices, that is when you can even hear them, both male operators said it was a bad line but the female lines were 100% . Most odd. I will look elsewhere for my help next year, I would now except I read the refund process is “difficult” which I read as non existant”

Helpful Report

Posted 1 year ago

“Made an initial contact by telephone to arrange a contract and got the most dreary, unintelligible and uninterested individual. Decided if this was the frontline for the company what would the product and rest of the service be like. Shame as the product offering looked very good.”

Helpful Report

Posted 1 year ago

“Contacted via email to advise mother had gone to hospital & will be going into care. Told I had to ring to cancel - seriously never heard of anything so ridiculous. Refused to do this - a written cancellation is more than adequate! Paid annually, still over 2 mints to go and told no refund due! WHY?????? Already had to pay an additional £60 for a replacement fob too. This company are robbing the disabled. I would NOT recommend them - look for another service provider.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for sharing your thoughts on the Service. I am sorry to hear that you are unhappy with the cancellation as it has transpired on this account. I have sent you a private message in the hopes that I can address your concerns. Best wishes, Ash

Posted 1 year ago

“My elderly mother had the personal alarm service but having recently taken over her finances I have found that LifeConnect24 have been charging her for three years for the more expensive fall detector service. I was offered no refund or apology. My Mother recently had to go into Care so I have ended her contract which still had 10 months remaining. Again, no refund given, so we are paying for 10 months service that will never be used. My advice to anyone is to make sure you only pay monthly rather than annually because you won't get any money back. Also make sure you cancel your standing order with the bank as they won't do that for you. They are happy to sign you up but are very mean spirited when it comes to ending your contract.”

Helpful Report

Posted 1 year ago

Hello John, Thank you for your comments on the Service. I am sorry to hear that you have been unhappy with the cancellation as it has proceeded in this instance. I have sent you a private message that seeks to resolve the matter for you. Best wishes, Ash

Posted 1 year ago

“Fast delivery and excellent help from Assistant to setup pendant”

Helpful Report

Posted 1 year ago

“Got the box. Got charged £35 for set up fees. It didn't work and I ended up on the phone for half an hr up and down off the floor, unplugging box, plugging back in, crawling behind tv to try and set wifi up on it cause it wasn't workin. To then be told they'd send me another box and I had to send this one back. Surely its me who shod be getin the set up fee. What a joke. Good job it wasn't my 83 Yr dad havin to do it”

Helpful Report

Posted 1 year ago

Hello Joanne, Thank you for your review and for taking the time to share your thoughts on the Service. I am sorry to hear that the initial experience has not been entirely positive for you. I can confirm that a private message has been sent to you in the hopes of resolving the matter, in addition to a report that has been created detailing your concerns. Best wishes, Ash

Posted 1 year ago

“When I received the new alarm it didn't work. I spoke to your technical team and they suggested I revert to the old alarm, which partially works and I have returned the new one to you. Not much good.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. I am sorry to hear that you have been having trouble with your Alarm Equipment. I have raised your feedback with the appropriate department. Please also rest assured that the device you currently possess has the same functionality as the new item that was provided and should entail a reduction in capability. Best Wishes, Cordelia

Posted 1 year ago

“Lifeline24 once denied my request for ambulance when i was having angina . I am heart patient , diabetic, deaf and in wheelchair . I was a domestic violence victim . Due to a DV incident i had to call police . a grumpy police officer was there. He was rushing off and very arrogant. so he told Lifeline24 call handler that he believe i am okay and no need medical assistance. Then life line24 call handler told me, they don't have any special privilege for call ambulance. And ended my call. This is very unreliable service . Dont waste money on it. You will pay money but there will be no guarantee that they will assist you. I am looking forward to take legal action for not calling ambulance when they are aware of my heart condition.”

Helpful Report

Posted 1 year ago

Good Morning, Thank you for your review and for taking the time to leave your feedback on the Service. We are sorry to hear that you have felt let down by the Service thus far and would like to assure you that a full report of your concerns has been compiled and shared with the appropriate department for further review. I would be more than happy to proffer additional assistance for you, but have been unable to locate your account in our records with the information provided. As such, if you would like to discuss this matter with us in hopes of an amicable solution, you can do so by either calling us at 0800 999 0400 or by emailing info@lifeconnect24.co.uk. Best Wishes, Cordelia

Posted 1 year ago

“Have cancelled my order because at 91 years old I didn't expect to have to set it up on my own. I have sent equipment back I am still waiting for m6 refund.”

Helpful Report

Posted 1 year ago

Hello Teri, Thank you for your review today and for taking the time out of your day to share your feedback on the Service. I am sorry to hear that you were dissatisfied with the requirement to install the equipment. We have endeavoured to make the process as easy as possible, but I will be certain to share your feedback with the relevant departments for future review. Best Wishes, Cordelia

Posted 1 year ago

“The alarm doesn't work outside our home. We have been persuaded to try an upgrade but it hasn't arrived yet. When the alarm does work it is the base that talks - it is unlikely to be in hearing distance from the user...”

Helpful Report

Posted 1 year ago

Hello Alice, Thank you for taking the time to leave your feedback on the Service. I am sorry to hear that you have had a few difficulties with the set-up of the Alarm. I have written you a private message to further assist with the matter and have raised the matter with the appropriate departments for further review. Best Wishes, Ash

Posted 1 year ago

“Customer for several years and always satisfied with all aspects of service. From days of Tynetec and Lifeline this has been a service I’d recommend to any one. Since becoming Life Connect 24 there has been a noticeable decline in the attitude towards customers, being made to feel like ungrateful cash cows ready to fork out more cash for extras when ‘basic’ doesn’t quite match physical abilities. The basic service was previously of good quality and offered some flexibility. The basic service is now “one size fits all’ , and anything different has become a chargeable extra, even for something as small as a wrist-strap. The new basic wrist-strap has become a piece of floppy elastic with a clasp but nothing to hold the surplus 4/5 inches in place. When washing your hands, this gets soaked and stays wet for the rest of the day. The equipment becomes uncomfortably unwearable. Arthritic hands/fingers make it impossible to switch to pendant, which has also been downgraded so that the face of the pendant has little protection from accidental activation such as when putting on a tee-shirt, resulting in time-wasting calls for call-handlers and even for key holders who become unnecessarily alarmed and concerned. After a short trial of these inconveniences, I contacted Customer Services who recommended the Fall Detector which looked like the previous versions of a personal alarm, with a sturdy flexible plastic wrist strap which could be wiped dry if it got wet. It had a protected, better-designed pendant face. Of course, this would be on top of the annual £230 I had pre paid. (Shown as an extra £110 annually) There was no similar wrist strap available for the basic button-style pendant. I was advised to go online and look for one myself. With severe arthritis in dominant hand, this is difficult, time-consuming and painful. It has taken me months to find a workable solution, but I discovered another service provider able to provide the wrist strap and pendant that was fit for my needs. I test-compared the 2 and the Lifeconnect 24 continued to set off false alarms even when I wasn’t wearing it! LifeConnect 24 equipment in my opinion, has never been fit for purpose, and the whole business plan seems designed to push people into buying evermore pieces of their equipment. This is how Customer Services seems to have been trained. Prepayment of an annual plan seems to exclude me from having any kind of refund for the remaining months when no longer require this unfit-for-purpose equipment. The lack of refund for unused months has not been clearly pointed out in your printed information. You do not ask reviews to mention the functionality of the equipment, just customer service, price, delivery, returns and refunds”. I wonder why? I wouldn’t recommend you to anyone, even if your call handlers are always pleasant and polite and deliveries are good. All for the sake of a wrist strap you have lost this customer, and anyone I may tell of my experience.”

Helpful Report

Posted 2 years ago

Hello, Thank you for your review today and for taking the time to leave your feedback on the Service. I am sorry to hear that you have been dissatisfied with the equipment provided to you over your time with us. I can confirm that your feedback will be shared with the relevant departments and that I have written to you privately to try and resolve your concerns. Best Wishes, Ash

Posted 2 years ago

“I am about to return my equipment and ask for a refund. It’s the worst customer service ever. I have tried all day to get through to the customer service number that is advertised as 24/7 I have listened to music and recorded messages for over an hour at each attempt to talk to someone. I have pressed the alarm and expressed my concern to the operators three times, on each occasion I was assured my message would be emailed as urgent and I would receive a call back as priority. The last person that responded to my pendant call gave his name as Jack and gave assurance that I would definitely get a call back and he understood why I was so disappointed with the service. It is now past 10pm I have received no call back and still get no response from the 24/7 telephone number. I do not recommend this company, and will request a full refund tomorrow.”

Helpful Report

Posted 2 years ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. However, I am sorry to hear that you have had a negative experience with our Customer Service Team thus far. Please rest assured that your feedback will be promulgated with the appropriate department for further review. I can also confirm from our records that a member of our Team has been in touch and successfully resolved the issue amicably. Best Wishes, Cordelia

Posted 2 years ago

“This company is out to take advantage of vulnerable customers. I ordered an alarm in July. When it arrived, contrary to the website stating that it is easy to set up, it really wasn’t. My parents have broadband and it turns out after numerous calls with the contact centre, that their phone line was not compatible. One technical support agent told us there was a fault with the alarm itself and we had to return it and they would send us a new one with a special adapter in it. A new alarm was sent without the adapter! After further calls, we finally gave up trying to set this up. I was advised by the customer service agent that I would get a full refund as it was during the 30 day cooling off period. However only €37.47 of the initial €139 was refunded- for something that didn’t even work. I also found the service appalling and sometimes when I was contacting lifeline by mobile phone, the calls were either not answered or took ages to answer. I contacted them again to query why I was not refunded the full €139 and I was advised it was the due to the set up fee! But it was not set up!! I can’t find anywhere on the website where it advises that I would be charged over €100 even if the device was returned and it didn’t work for us. Even on the phone, I was not advised of this. I have to say, I wouldn’t have ordered it if the company was clear on their website how much the set up fee was. I will be pursuing my complaint further in order to retrieve my money. Be warned about this company!”

Helpful Report

Posted 2 years ago

Hello Yvonne, Thank you for your review today and for taking the time to leave your feedback regarding the Service. I am sorry to hear, however, that you have been dissatisfied with the cancellation of the Service. I can confirm that I have written you a private message to hopefully ameliorate your concerns. Best Wishes, Cordelia

Posted 2 years ago

LifeConnect24 is rated 4.7 based on 7,917 reviews