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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My husband has had an alarm for almost a year. It stopped working and Lifeconnect24 sent another 2 that also didn't work and we were unable to speak with the staff when pressing the lifeline! However they sent us a new model which apparently is 4g and this one is working but my husband is struggling to use this model as it doesn't make any sound like the previous one it just vibrates when you press the button. The design needs to be reviewed.”

Helpful Report

Posted 2 years ago

Good Afternoon, Thank you for taking the time to leave your feedback regarding the Service. I am sorry to hear that you have been unhappy with the design of your GPS Alarm. I can confirm that I have raised your feedback with the manufacturer. Kind Regards, Cordelia

Posted 2 years ago

“first alarmed not work with my Digital phone. Trying to set up replacement but no-one seems to know how to do this. I was told when offered a replacement that I had to telephone for instructions and I had to press abutton on my internet box (WPS?) but the installation team seem unaware if this requirement. So far Have not succeeded I installing it”

Helpful Report

Posted 2 years ago

Dear Margaret, Thank you for taking the time to leave your feedback on the Service. I can confirm that a member of our Customer Service Team has been in touch to resolve the issue. Kind Regards, Ash

Posted 2 years ago

“My brother and I paid annually for mums lifeline. Over the years it has been a comfort to know she was able to get in touch with someone if needed. We paid the bill at the end of October 22 and Mum sadly passed away in December 22. We called lifeline and they asked for the equipment to be returned, we asked about a refund as we had paid up until Oct.2023. NO refund! if we had paid by direct debit we would have just stopped it! Can’t fault lifeline on the service over the last few years but their end of life actions really sucks!!! Basically they have walked away with 10 months of our payment! Piece of advice - don’t pay annually !”

Helpful Report

Posted 2 years ago

Dear Kevin, We would like to express our gratitude that you have taken the time to leave your feedback on the Service. However, I am sorry to hear that you have been unhappy with the cancellation policy as it has been described to you. I would like to affirm that I have raised your feedback with the appropriate departments for further review. I have also sent you an additional message via email to try and resolve the matter. Kind Regards, Ash

Posted 2 years ago

“Took a long time to come after promises. Service initially was poor. Made a formal complaint and after 10 days of waiting, I received a response and the lady was accommodating and put things right.”

Helpful Report

Posted 2 years ago

Dear Anthony, Thank you for your review today and for taking the time to provide your feedback. We welcome comments of any nature, as they are critical in helping to improve the Service further in future. I am sorry to hear that you had a negative experience with the Service at the outset. However, it is heartening to hear that the issue has been resolved by a senior member of our Staff. If you require any additional assistance, please do not hesitate to contact us again. Kind Regards, Cordelia

Posted 2 years ago

“Waiting for step by step Instructions after calling last night to try and set it up . As my father has no phone line it’s connected through the wi fi .”

Helpful Report

Posted 2 years ago

Dear Sam, Thank you for taking the time to leave your feedback today. I am sorry to hear that you have had to wait a little while to receive these instructions. I can confirm that I have re-sent the initial email that was sent on Tuesday with the instructions attached, to ensure that they are available to you. If you require any additional assistance, please feel free to contact us again. Kind Regards, Ash

Posted 2 years ago

“Wrong one sent.then I reordered and can't find anyone to set my second one up .As I only have one hand other one in plaster”

Helpful Report

Posted 2 years ago

Dear Sheila, Thank you for taking the time to leave your feedback today. We appreciate feedback of any nature and I will be sure to promulgate your feedback with the relevant departments. I can confirm that I have arranged for a member of our Customer Service Support Team to get in contact with you to discuss how the matter can be most swiftly and satisfactorily resolved. Kind Regards, Cordelia

Posted 2 years ago

“If I had known how fiendishly complicated and stressful this would be I would never have started. The only good thing is your excellent phone support. It took nearly an hour for the installation, me lying under the telephone table listening to Alec's instructions ( he was very good ) torch in my mouth, magnifying glass and glasses on the floor beside me, to try to discern the tiny white-on-white icons. Even Alec gave up after 55 mins, then I could not get up. I had to call a neighbour to help me up!! THAT was the photo you need on your brochure, not beaming marrieds. Most customers live alone. Also, your phone people should not address old people by their first names, it is unprofessional and impolite. Eventually I was sent a box you just plug in, thank you, but I didn't see it advertised or I would have bought it. The key safe is IMPOSSIBLY fiddly & difficult for an old person, it took me 2 days and the code doesn't seem to work. So you get 2 stars for good customer relations and none for your impossible product. Simple to install, just 3 steps is NOT TRUE & I do not like being pestered for a direct debit. Old people are told never to give bank details. The whole business with Lifeline 24 was utterly wretched.”

Helpful Report

Posted 2 years ago

Good Afternoon, I'd like to thank you for taking the time to get in touch with us today and for leaving your feedback. I am sorry to hear that you have had a difficult experience with the Product that we offer and with installing the device in your home. However, I will be certain to inform the Staff Member in question of your kind comments about his customer service. We appreciate feedback of any nature and I can confirm that all your comments will be properly logged and raised to the appropriate departments. If you require any additional assistance in future, please do not hesitate to contact us again. Kind Regards, Cordelia

Posted 2 years ago

“Can't get it to work from her land line when plugged in the phone does not work”

Helpful Report

Posted 3 years ago

Dear Carol, Thank you for getting in touch and for leaving your feedback. I am sorry to hear that you have been experiencing technical issues with the Lifeline24 Personal Alarm Unit. Following this review, I arranged for a member of our Technical Support Team to get in touch with you to rectify the issue. I can now confirm that this call has now taken place and additional equipment is on its way to you that will resolve the matter. If you experience any further difficulties with the installation, please do not hesitate to contact us again for further technical support. If you have any questions or queries of a different nature, please feel free to get in touch regarding those as well. Kind Regards, Ash

Posted 3 years ago

“On opening the box I was surprised at how antiquated the device and setting up is. Surely by now, a Bluetooth or wi-fi system should be available to those who have Broadband and smartphones. To connect this analogue control box I had to move half the furniture in the room to get to the landline input socket. Then I had to insert your line directly to the landline and run the telephone as a subsidiary from the control box. Really! Conspiracy theorists (for they walk amongst us) would surmise that this box can now monitor telephonic conversations. Now there's a thought. I don't believe you have covertly inserted such a chip and have nothing to hide anyway so it does not bother me. I put all the furniture back and after the ascribed hour I tested the device and was surprised by a voice coming from the box itself. I had placed it on the windowsill beside the bed for want of somewhere to put it as it is constrained by the wiring to the landline socket and so had to speak to him whilst stretching over the bed. This is very poor. As you intersect the landline why not route the talking to the telephone? I have 4 telephones around the house situated for convenience yet to talk to you I have to got to get myself to the control box. He agreed to phone me but he never did.”

Helpful Report

Posted 3 years ago

Dear Brenda, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that you are unhappy with the technology behind your Personal Alarm Service and that you are still awaiting contact from one of our agents regarding this. To clarify regarding the nature of the Lifeline VI Alarm that we have provided, it is so that this needs to be plugged into the phone line. As such, the device is limited to being installed in the main phone and current technology does not allow for us to re-route the audio from these calls to additional telephone units. This is the main kind of Service that we provide with our Service, but we do also provide alternative Alarm Systems that do work using a built-in SIM Card, allowing the device to be plugged in anywhere in the home. If this is something that may work better for your home, we can certainly arrange for kind of device to be sent to you. If you'd like to arrange such a thing, I would recommend contacting us at 0800 999 0400 to begin the process. Regarding the phone call that you never received from one of our agents, I am sorry to hear that this expected phone call was not made. It is certainly not our intention to not follow through on promised contact and your experience with our Service has not reflected the level of care we wish to provide. Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards Ash

Posted 3 years ago

“Goes off too easily. Taking off for shower causes an alarm call.”

Helpful Report

Posted 3 years ago

Dear Robert, Thank you for getting in touch. I am sorry to hear of the difficulties you have experienced. I can see a member of our team has been in touch and has been able to organise replacement equipment. I hope that you get on much better with the new alarm. However, if there are any other issues, please let us know. Kind Regards, Rebecca

Posted 3 years ago

“Fault on Alarm being sent has been going on for 45 mins, unable to cancel call unable to ring 0800 999 0400 call just drops out. So glad I am not needing help”

Helpful Report

Posted 3 years ago

Dear Marie, Thank you for getting in touch and for leaving us your review. I am very sorry to hear about the problems you have experienced with your system. I can see a member of our Technical Support team has been in touch and has been able to resolve your problem. We have now received a successful test from the alarm. Our Senior Team has also tested our 0800 number to ensure there is no issues with that line. Again, I would like to apologise for any upset or inconvenience caused. I have escalated your complaint to our team to review whether there is a clearer way we can inform our customers of how to cancel a false alarm. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“The unit and the contact centre are good, they are friendly and reassuring. The admin and renewal is not so good. Be aware that the prices do increase annually without any pre warning or notification of what the new prices are. It doesn’t mention this on the website when you order. The terms and conditions are not available on the website. I’ve notified trading standards because it continues to be hidden a year after me first raising it, but could easily be rectified with a bit more transparency.”

Helpful Report

Posted 3 years ago

Good Afternoon, Thank you for getting in touch. I am sorry to hear about your experience with your renewal price. We do contact our clients before their renewal is due to confirm any prices increases. I am sorry to hear this was not the case for you. I have escalated your feedback to our Web team to see why you did not receive this email. In order to ensure this does not happen again, I have frozen your price going forward so that there are no future increases. Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards, Rebecca

Posted 3 years ago

“We are now on our third alarm and have yet to find one that works, At this moment in time I would not recommend your company to anyone. Still waiting for an answer to my last e-mail”

Helpful Report

Posted 3 years ago

Dear Ian, Thank you for getting in touch and for leaving us your review. I am very sorry to hear about the difficulties you have experienced with the system, I can see you have since been in touch with a member of our Technical Support team who has upgraded you free of charge to a different type of alarm for you to try. I do hope that this system works better for you and has a stronger signal. If you do come across any problems with the replacement system please get in touch. I can see a clear note has been left on the account to ensure you are immediately passed through to our Senior Technical Specialist should you need to call again. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“Installed two weeks ago , bought the GPRS model as dad is out of the house a lot so we need to know his location if he needs help . Dad is also deaf in one ear . First weekend dad felt unwell in the night , pressed lifeline but couldn’t hear the person on the other end as it was too quiet so I was called out an hour later , emergency services hadn’t been called . Was assured when I made complaint that it would be clearly marked on his file that he is deaf and to speak up . Tonight I was called out at 2am again , told them I could be there in 20 mins as I live further away . Ambulance was at house but again had no idea dad was deaf as they weren’t told this info and they had to request me to be contacted as nobody had informed me . Fire brigade had to break in as dad had locked a bolt on the door . Dad also has dementia so can’t remember things . So far I’m unimpressed and feeling it was a waste of money”

Helpful Report

Posted 3 years ago

Good Morning, Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear about the issues you have experienced. I can see the matter has been raised with our Care Team managers who are looking into the matter and will be in touch soon. If there is anything we can assist with in the meantime then please get in touch. Kind regards Richard

Posted 3 years ago

“My mum has had a lifeline alarm for a few years now. The alarm itself works fine - although the battery in the pendant ran out and no one noticed (perhaps some kind of alarm would be a good idea) so we were effectively paying for nothing for that period. My problem is with auto renew. I seem to be paying more and more each year, with no notification and no option to cancel should the amount charged become stupid. I have just paid £194 for my renewal and only found out when I received my credit card bill! I doubt very much that I will be allowing the auto renew next year and may look elsewhere for my mother's alarm.”

Helpful Report

Posted 3 years ago

Dear Michelle, Thank you for getting in touch. I am sorry to hear that you have been unhappy with your renewal payment. From looking into the account, I can see that you have previously been paying automatically once each year. I have now canceled the automatic payments so that no payments are taken without us first making verbal confirmation with you. I am sorry to hear that you were not expecting the payment, however, this has been the agreement for the past few years so we had no reason to suspect you wished to stop the automatic payments. I can see that you have since been in touch with our friendly Customer Service team who has added a month of free service to the account as a goodwill gesture. Thank you again for getting in touch and for providing us with this feedback as it will allow us to improve the service going forward. I would also like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“still waiting to hear if you have yet sorted my problem out with brentwood council. i have two systems here neither of which work. i contacted you last saturday and wait your promt reply?”

Helpful Report

Posted 3 years ago

Dear Joan, Thank you for getting in touch and for leaving us your review. I am sorry to hear of the difficulties you have experienced with setting up your new system. From looking into the account, I can see that our friendly Customer Service team has organised for you to receive a visit from the Council to arrange an installation for you. Again, I am very sorry to hear of the issues we have had with the setup of your system and hope that we have now been able to resolve your complaint. In the meantime, if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“So far, very disappointed. This has been purchased for my elderly mother who recently has had a fall. Lifeline seemed an obvious choice as a safeguard. The unit was delivered without the pendant and telephone connecting cable. Therefore it cannot be used. Obviously, if the equipment is not checked prior to delivery it does cause concern that in the event of an emergency, the service expected may not be there!”

Helpful Report

Posted 3 years ago

Dear Keith, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear of the issues you have had with your order. I can see you have since been in touch with our friendly Customer Service team who have been able to provide you with replacement equipment. Thank you for bringing this to our attention as it will allow us to investigate further and ensure this does not happen again. Again I am very sorry about the problems you have experienced with starting up your system. I have ensured to add a month of free service to the account as a goodwill gesture and so that you have not been charged for any time you could not use. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I was disappointed that I had to install the lifeline myself also the key box , fortunately for me I was able to get help help, I personally think you should offer help to those who aren't able to set up the device”

Helpful Report

Posted 3 years ago

Dear Claire, Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear of the difficulties you have experienced with the setup of your system. The alarms we provide are designed as a 'plug and play' system which means that they are sent out preprogrammed and ready to install. The standard alarms that we use plugin the same way as a standard landline phone - into the phone line and a source of power. This avoids any extra costs associated with organising an engineer and also means the alarm can be set up very quickly. For our customers with a more complicated setup, or that feel they would struggle with installing their alarm, we can provide a digital system that simply plugs straight into a power source in the wall. Our friendly Technical team is available 24 hours for any queries you may have. We can provide a key safe installation service throughout the UK and in certain areas alarm installation can be organised as well. However, I can certainly see why expanding where we can provide installations could definitely be beneficial to some of our clients. I have processed your feedback through our complaints system and it will be reviewed by our Senior team to see how we can improve our service going forward. Thank you for leaving us your feedback as it will allow us to improve our service for our customers in the future. If you have any further feedback, or if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Need .more instructions how to put this together not sure I have done this properly”

Helpful Report

Posted 3 years ago

Dear Edith, Thank you for getting in touch and for leaving us your review. I am sorry to hear of the difficulties you have experienced with the setup of your system. I have organised for a member of our friendly Technical team to call you directly to take you through the next steps. The alarms we provide are plug and play systems, meaning that you just need to plug them in through the landline and into a source of power and then they are ready to go. However, we do recognise that some of our customers may require further support and as such we have our Technical Support line open 24 hours for any advice you may need. We do also have a newer Digitial alarm now available which does not connect to the landline and simply needs to be plugged into a power socket in the wall. I would like to apologise again for any inconvenience caused and thank you for bringing this to our attention. We will be in touch very shortly to provide further asssitance. In the meantime, if we can be of any further help, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I find it incredible that I had to recruit the services of a highly technical friend to unravel the nonsense in your box. The system is now set up, but would not be without his assistance. Wrong cables etc. Also I find your registration procedure to be absolutely ridiculous. I lost count of the number of times I gave you the same details. I can only hope that the alarm works better, if needed.”

Helpful Report

Posted 3 years ago

Dear Anthony, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear of the difficulties you experienced with the setup of your alarm. The alarm systems we use are designed as 'plug and play' systems. The product you chose works like any normal landline telephone. You simply unplug your home phone, put in our alarm box wherever the phone was, and then plug your phone into the back of the alarm. For customers that would prefer not to use their landlines, or have a more complicated setup, we recommend our newer digital alarms. These alarms plug directly into a power source and are then ready to use. I am pleased to see that you were able to contact our friendly Technical Team and they were able to get the alarm up and working with you. You have now tested through successfully. I have passed your feedback on to our Senior team so that we can look into ways of improving the setup of our service. We are currently looking into ways of improving the registration forms for your feedback is very important to us. Again, I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

LifeConnect24 is rated 4.7 based on 7,917 reviews