“It was almost excellent but we had a bad start with the 008 number out of action. Instructions are good and clear but didn't fit in with my B&O telephone system. Your help line plus supervisor support eventually sorted it out by juggling your wires around. I was on and off the phone and found it difficult to get back to the previous helper because they were on another line, which I understand. Sorry I am advised not to wear the alarm button in bed as I get up at night and the bathroom is 'danger area'. Again I understand and not your fault. I feel safer now the job is done. THANK YOU”
Dear Thelma,
Thank you for taking the time to leave us a review! We are so pleased to hear that the alarm system is now fully installed and tested successfully, and that you feel safe. Thank you for your patience regarding the installation of the alarm system. We are so sorry if it took a little longer than anticipated.
Occasionally, there are slightly different telephone systems, wiring or handsets which require a slight adjustment for the installation, but we are always able to work around these differences in equipment.
You are welcome to wear your pendant button at night, however, sometimes depending on the individual’s movements during sleep, there can be a few false alarms generated at night which may disturb the alarm user. In such situations, we may recommend leaving the pendant button on the pillow next to you, hanging up on the bed post, or on the bedside table. As your rightly say, in this situation is would be imperative to pick up and wear the pendant if you were to wake up during the night.
Some of our customers order a second pendant button to be kept as a spare for the bedroom or the bathroom to protect against the eventuality that they may not remember to put the pendant button back on again in the night.
Please do let us know if we can be of any further assistance and we will be happy to help.
Kind regards,
Chloe
“ITS PEACE OF MIND, ALTHOUGH WHILE DOING THE REVELANT CHECKS ON PLUGING IN THE L;IFELINE. IT WAS QUITE UPSETTING WE RECEIVED AN ENGAGED TONE ON MANY OCCASIONS. AS YOU CAN BE WELL AWARE IF YOU HAVE HAD A FALL AND VERY WEAK OR GO UNCONSCIOUS AND THE LINE IS ENGAGED.THE LIFELINE WILL NOT KEEP YOU ON HOLD TO SAVE YOUR LIFE.”
Dear Mr Pearce,
Thank you for taking the time to leave us a review. We hope that your Lifeline Alarm System is fully up and running now.
We are sorry to hear you experienced an engaged tone while testing your alarm system. This is a highly rare occurrence which we are currently investigating. In the meantime, please rest assured that the alarm system has the safety feature in place that enables the alarm to continuously redial to our Care Team. This means that even if there is any unforeseen issue on the telephone line, the alarm will get through to our Care Team as soon as possible without any further input from the alarm user.
Please feel free to contact us if we can be of any further assistance.
Kind regards,
Louisa
Dear Mrs Johnstone,
Thank for taking the time to leave us a review and I'm so glad to hear that you found the alarm equipment easy to install!
Regarding checking the emergency contact numbers provided us, although we do not call through every number checking they are correct, we do have rigorous checks incorporated into our system and staff training which aids in the correct input of emergency contact data.
For example, our online New Customer Form in which you can input the emergency contact details, the form will not accept mobile or landline number shorter than 11 digits. Also the online and paper New Customer Forms that are processed by our Customer Service Team are also checked thoroughly to ensure that all numbers have the correct amount of digits, and that landline numbers have the correct area code.
Please rest assured that in the rare eventuality that a phone number is incorrect, our Care Team would be able to contact another emergency contact or the local ambulance service in an emergency. Inquiries would then be conducted and followed through so that we could obtain the correct telephone number.
I hope that this information proves helpful for you and sets your mind at rest. Please always feel free to contact us on 0800 999 0400 or on info@lifeline24.co.uk and we will be happy to assist in any way we can.
Kind regards,
Louisa
“Very quick service and pleasant people on the phone. Easy to set up for my mum and we all now feel much better knowing she has someone at hand to help should she need it.”
“The unit was mislaid by Royal Mail and sent to the wrong sorting office (not your fault). It took almost a week to arrive. However when it arrive it was very straight forward to set up, and we are relieved that Julia will not again be lying on the floor for a long period. It puts our mind at rest.”
“Good service easy to set up only criticism is the cost of calls when pressing alarm is not stated anywhere and was not informed that the line would be tested again next day”
Dear Mr Miller,
Thank you for taking the time to leave us a review and we are happy to hear you feel our service is good.
Regarding the alarm activations, as the alarm is attached to and works via the landline telephone, when the alarm is pressed for help, there will be a standard charge for the use of the landline. However, this charge is exactly the same as if the alarm user were to phone a friend or family member themselves. The number dialed by the alarm is not a premium rate number.
We are sorry that this was not made clear to you on point of order and will certainly aim to provide clearer information as and when you require.
Concerning the testing of the alarm. After the first initial test calls conducted by the alarm user (or a friend or family member), our Care Team do conduct an automated test call regularly as a safety check, to ensure that the alarm is functioning correctly from their lines, to yours. These auto-tests are quick and usually conducted in an hour that would not disturb the alarm user. They are necessary to ensure the alarm fully operational for the safety of the alarm user.
We do hope that this clarifies the matter for you and if you require any further information, or if we can be of any further assistance, please get in touch and we will always be happy to help.
Kind regards,
Chloe
“Arrived very quickly. Operators very efficient but I felt they could have explained more on what they were testing on the phone as found it a bit confusing and rushed”
Dear Julie,
Thank you for taking the time to leave us a review and we're pleased to hear the equipment arrived quickly and you found our operators efficient. We are sorry, however, that you found the initial testing to be confusing and rushed.
Our Care Team who guide you through the initial testing also answer any emergency calls generated, so it may have been that there were many emergency calls waiting, which our Care Team must prioritise for safety reasons.
If this was the case, please accept our sincerest apologies. We do certainly aim to be a friendly, informative service and are always willing to help in any way we can, taking our time to explain matters thoroughly and to the best of our ability.
If you do require any information, would like to check any technical matters or update your records, please always call 0800 999 0400 where our Customer Service Team will be happy to help.
Kind regards,
Louisa
“Ordered on a Tuesday received on a Wednesday.However as a non family member it took me a while to get the information that you required and as I was unable to save at each stage it meant I had to obtain the info and then only input once I had it all (but you dont know all the info you require)”
“I feel happier and more at ease that my mum aged 92 has decided to have a lifeline fitted in her home. Mum feels more confident too. It is well worth the money.
Sandra Longworth”
