Frequently Asked Questions
What do I do if I accidentally activate my medical alert system?
Do not worry and please do not pick up your phone. When our emergency dispatcher speaks with you through the Helpline Panel or Home and On-the-Go button, simply tell them it was pressed by accident.
What happens if my home loses power?
Your At Home System will continue to work for 12-24 hours as it has a rechargeable battery back-up. Note… if your home phone service requires AC power to operate, in the event of a power failure, your At Home System will not be able to communicate with us. Your Home and On-the-Go System, has an approximate 36-hour battery life, after which it will require AC Power to charge. This device will alert you in the event a low battery is detected.
Your GPS watch requires to be charged daily – and or depending on it’s use.
I am going on vacation. Can I take my Helpline with me?
This is certainly possible, please call us to discuss at 705-523-7000 / 1-800-667-8019
How can I change my personal information that I gave Helpline?
Simply call us at 705-523-7000 / 1-800-667-8019 and ask to speak with someone in our Data Entry Department.
Will the Home System work in the yard outside of my home?
Our At Home system is designed for indoor use and although the button has a range of up to 200-300 FT in open air, this distance can be affected by many variables, such as home construction, obstacles…. If you are out and about and looking for security on the go, you may want to consider our “Home and On-the-Go” system.
What type of information does the Emergency Response Centre have access to?
All information (address, phone numbers and responding parties…) is kept strictly confidential and is to be provided by the client and or other family members. Only authorized users on the account (as designated by you) will have access to this information should they call in.
Will Helpline affect my telephone service?
All At Home Helpline panels have a port to plug in another phone. So, if you only have one phone jack in your home, the phone can be plugged into our panel and work as it should. Should other telephony problems pop up, we have a service department available 24/7 to assist.
What if I am unable to speak when I press the personal help button?
In the event we receive a medical signal and there is no response or we are unable to understand you, we will dispatch EMS to your location and notify responding parties of the dispatch.
In the event I believe I need service, what do I do?
Simply call us at our Helpline service number at 705-523-7000 or 1-800-667-8019, 24/7/365.
If I’m moving, what do I do?
Prior to moving, please call the Helpline office at 705-523-7000 or 1-800-667-8019