Frequently Asked Questions


How To Self-Install Your Personal Alarm

Please watch this video if you have received your personal alarm via the post.


FAQs

What happens when I press the alarm pendant?

Pressing the button triggers an alert for our monitoring team who will then contact the user via the Base Unit [DS2] or on the phone. This first response will come just seconds after the button is pressed. Our support team will seek to understand what has happened and what level of assistance is required.

 

During the subscription process, we will ask the user to nominate friends or family that can be contacted in the event of an emergency or that they would want us to contact if they simply needed some help. Once assessment has been carried out, we will then contact either the emergency services or one of the nominated network of friends, family or carers and provide them with necessary information such as address, incident details and any access codes for doors or locks.

 

How much does it cost to press my personal alarm?

The cost of a telephone call with your provider.

 

What are the personal alarm units like and what wiring is required?

We offer two types of base unit – analogue and digital. Our analogue units connect to your existing landline & once connected your home phone plugs into our unit. Our digital unit connects to a standard wall plug and uses a SIM card or a router [DS3] to connect to our call centre.

 

Does pressing my personal alarm mean I will have to go to hospital?

No – our team of trained Technology Enabled Care responders will determine the type of help you need. In an emergency or the event you need immediate help then the emergency services will be called.

 

What do you do with my information?

All the information we obtain from you is kept secure and safe, and treated with the utmost confidentiality – it is covered by the Data Protection Act. You may request to see this information at any time.

We will use the information we hold to assist you and may need to share it with the emergency services, or with your named contacts and other support agencies.  It will only ever be used by those people or agencies that need the information to help you.  We do not share your information with any other third-party organisations.

 

Does the system affect my land line?

No – your landline will continue to operate as normal.

 

Can I wear my personal alarm in bed?

Yes however you might prefer to leave it on your bedside table to ensure that you are not pressing the button when you roll over / move around.

 

Is my personal alarm waterproof?

Our alarms are splashproof – wearing them in the shower is fine, but they cannot be worn in the bath.

 

What happens if I press my personal alarm by mistake?

Our Technology Enabled Care responders will check whether you need assistance, once they have established that you are ok the call will be ended.

 

How will the ambulance service get in if I need medical help?

Our responder team will contact your nominated key holder or the responder team will be able to give the emergency services your key safe code and where the key safe is located.

 

Will my personal alarm work in the garden?

The range from the base unit to the pendant is approximately 50 meters. You can test the reach of your device when you are doing your set up. Additionally we offer a GPS device that allows you to be in contact with our responding team when you are out and about.

 

What will happen if the responder team can’t hear me?

Our responder team will try to speak to you through the base unit, they will then try your land line or mobile phone [DS4] before asking your key holder to attend.

 

Will I be charged VAT?

If you have a long-term condition such as high blood pressure, arthritis or diabetes or are registered disabled you do not have to pay VAT on goods or services that are designed to help with your daily living. You will have to complete a declaration form at checkout otherwise VAT will be charged.

 

How quickly can I get my personal alarm?

We aim to despatch within a couple of days of receiving your contract.

 

Can I test my personal alarm so I know it works?

Absolutely & we recommend doing a test call once a month.  Just let the responder know that you are just running a test and that you do not need assistance.

 

Will the personal alarm interfere with my broadband? 

Not necessarily, you may need a broadband filter installed onto each of your phone line points, which the personal alarm will be plugged in to. If installed this way, your internet and phones should work fine alongside your alarm unit

 

Can I order additional pendants?

Yes you can, prices can be found here xxx

 

Can I cancel?

Yes – just call us. We ask for 1 months notice. We will arrange for a courier or one of our service team to collect the equipment. Alternatively you can drop the equipment into one of our service centres.

 

How do I update my contact details?

You can call us on 0800 130 0011 or email us at [email protected] with the updated information or press your personal alarm and let our responder team know the change in details.

 

Can I take my alarm with me if I move?

Yes, you will need to notify us of your new address and phone number and you may need to adjust your keyholders listed.

You will need to disconnect the equipment, when you are ready, and ensure all the cables are kept safe. When you install everything at your new address, it’s important to test and notify the monitoring centre that you are now living at your new address.

If your alarm was originally prescribed by an occupational therapist then you should contact us before you move, as you may have sensors that belong to the local authority.

 

If I am with another provider, can I switch to you?

Yes. This is an easy process, which we can talk through with you.

 

How do I make a complaint?

You can raise a complaint by contacting us on xxxxx or by email @ xxxxxxxxx

 

How can I tell which Technology Enabled Care alarm company I am with?

There will be a company label on your base unit with their details or you can press your personal alarm and the call centre will tell you who your provider is.

 

 

Pressing the button triggers an alert for our monitoring team who will then contact the user via the speaker system or on the phone. This first response will come just seconds after the button is pressed. Our support team will seek to understand what has happened and what level of assistance is required. During the subscription process, we will ask the user to nominate friends or family that can be contacted in the event of an emergency or that they would want us to contact if they simply needed some help. Once assessment has been carried out, we will then contact either the emergency services or one of the nominated network of friends, family or carers and provide them with necessary information such as address, incident details and any access codes for doors or locks.

Mi-Guardian comes at a flat monthly price based on a personalised package of alarms and monitors. The system is live from the time of subscription and can be activated immediately upon receipt if required.

The Mi-Guardian personal alarm is typically worn as a pendant or wristband and operates wirelessly. The service can be extended to include additional product monitors for gas, flood and smoke to suit the personal needs, wishes and activity level of each user. The intercom/speaker that is supplied connects into a standard telephone line and plugs into a nearby power point. The image at the top of the page shows two of our typical standard units and pendants.

Pressing the alarm alerts our monitoring team who will then make contact with the user and carry out an assessment of the situation. If the user is hurt, in pain or feeling unwell the emergency services can be contacted by our monitoring team, directed to the address and given any access codes required to enter the property. If the alert does not give rise to concern for the health of the user or is not assessed as an emergency, one of the users’ response network will be contacted, normally a friend, neighbour or member of the family.

The simple answer is no. Whilst Mi-Guardian does use your telephone line as a means of communication, the technology inside our unit allows your telephone to continue functioning as normal even if the Mi-Guardian system is in use. You should not experience any interference with your telephone calls or internet connection whilst running the Mi-Guardian service.

You can wear your personal alarm when you go to sleep, but please be aware that if you roll over, you could accidentally make a call to the monitoring centre. You could instead leave it on your bedside table (next to your bed), but please remember to put it on if you get up in the night.

It is splash-proof so you can wear it in the shower, but not in the bath. Just leave it by the side of you whilst bathing, which is within grabbing distance.

Yes, we offer different wearing options to suit your preference.

Just wait for the call centre to answer and then let them know you’re ok and that you’re testing your personal alarm or you pressed it by mistake. They won’t mind and like you to test it monthly, as it keeps the personal alarm’s battery charging up.

Either your nominated key holder will be called (by the monitoring centre) to let them in or if you have a key safe the monitoring centre will give them the keycode and location of it.

It is a small safe, which is fitted to a wall outside your front door (or in a location you’d prefer). You can store a spare key in it. You’ll be asked to choose a unique pin number to open it – which only you, your next of kin and the monitoring centre will know.

The range is about 50 metres from the base unit. GPS locators can be used if you need reassurance away from the home.

The call centre will try to talk to you through the base unit; they’ll increase the volume if they can’t hear you or ring you back on your landline before asking your key holders to attend.

You do not have to pay the VAT on some goods and services if you are disabled or have a long-term condition (such as high blood pressure, arthritis or diabetes) and the goods are designed to help you with your daily living. You will need to complete a declaration form otherwise we have to assume VAT is chargeable.

It depends on your critical needs, but normally you can expect it to be with you within a couple of days of ordering it.

Yes please, we actively ask service users to test their personal alarm at least once a month to help keep the battery charged. When you do a test just let the monitoring centre know you are ok and are only testing. If you do not reply, they will assume it is a genuine call for assistance.

When it beeps it means that the 9v battery needs replacing. Once it has been replaced, simply hold down the test button and and let the monitoring centre know you’re testing your smoke alarm. We recommend you test your smoke alarm each month.

Prices start from £3.99 a week plus VAT (unless you’re exempt from VAT). You will receive an eight week free trial, with no obligation to continue if you don’t think the alarm is suitable.

Not necessarily, you may need a broadband filter installed onto each of your phone line points, which the personal alarm will be plugged in to. If installed this way, your internet and phones should work fine alongside your alarm unit.

In addition to the personal alarm (which is an additional cost), you can also lease from us smoke alarms, fall sensors, carbon monoxide detectors, medication dispensers, heat detectors, flood detectors, temperature extreme sensors, additional pendants, passive infra-red sensors, care pagers and GPS locators. Prices are available on request and before purchasing we will always do a suitability check.

The base unit comes with one personal alarm, but if additional people in the same house would like their own personal alarm, these are available for £1 per week plus VAT.

This is an easy process and can be requested over the phone. As per our terms and conditions, we do ask for one month’s notice (not applicable if the service user passes away). Once you notify us that you no longer require the service we will arrange for a courier or one of our technicians to collect the equipment from you. If you live near to one of our service centres, you can drop everything there. We will talk through these options with you.

You can press your personal alarm or base unit and let the call centre know the new information. Alternatively, you can call us on 0800 130 0011 or email [email protected]

Yes, you will need to notify us of your new address and phone number and you may need to adjust your keyholders listed. You will need to disconnect the equipment, when you are ready, and ensure all the cables are kept safe. When you install everything at your new address, it’s important to test and notify the monitoring centre that you are now living at your new address. If your alarm was originally prescribed by an occupational therapist then you should contact us before you move, as you may have sensors that belong to the local authority.

Yes. This is an easy process, which we can talk through with you.

There will be a company label on your alarm unit with their details or you can press your personal alarm and the call centre will tell you who your provider is.

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