Medical Alert & Philips Lifeline FAQs - Philips Lifeline

Frequently Asked Questions

Check our Frequently Asked Questions below to get answers to common questions about products and service. If you have any questions and would like to speak with us, please feel free to call Customer Care at 1-800-387-1215.

Medical Alert Costs & Payment Information

Can I have the Lifeline monthly payment charged directly to a credit card?

In most situations, yes. Your Lifeline sales representative will be happy to tell you more about the availability of Pre-Authorized credit card billing in your particular area.

How much does the Lifeline medical alert service cost?

There is a monthly fee which includes the 24-hour monitoring and rental of the Lifeline equipment. The monthly fee may vary slightly depending on the equipment selected and/or program offering in your service area.

With Lifeline, there are no hidden costs, and you may discontinue the service at any time.

For pricing on the Lifeline programs nearest to you, simply call this toll-free number 1-866-784-1992.

Will calling for help with my Lifeline cause me to have higher telephone bills?

No. All help and test calls to our Response Centre are through a toll-free number.

Medical Alert Button Information

Can I get the AutoAlert Help Button on a wrist strap?

No, the AutoAlert Help Button is only available as a pendant.

Can I use the Personal Help Button outside?

Depending on the range of your Personal Help Button, you may be able to use it outside of your home. It’s important to understand your coverage area. Conducting a range test will help you determine your coverage area. Watch our informational video on conducting a range test here.

Can I wear my AutoAlert Help Button with my pacemaker?

We suggest that you contact the manufacturer of your pacemaker and inquire about whether your pacemaker is susceptible to RF emissions consistent with the frequency of our device. The AutoAlert Help Button emits a radio frequency (RF) of 312MHz, and it is in compliance with FCC Part 15 restrictions, including those for radiated emissions. Therefore, by governmental standards, we comply with the rules and regulations required of a transmitting device such as ours.

Can I wear my Personal Help Button in bed?

Yes, we ask that you wear your Personal Help Button at all times when you are in your home. The button is designed to provide adequate protection against sending an accidental signal, even if you roll over on it.

Can I wear my Personal Help Button in the shower or bath?

Yes, the Personal Help Button is waterproof and should be worn at all times. However, please note that when the Personal Help Button is fully submerged, the signal is weakened and may not be received by the Communicator.

Can more than one person have a Personal Help Button?

Yes, up to two people in a house can have a Personal Help Button. To add a second subscriber to your Lifeline subscription, please call our Customer Care department at 1-800-387-1215.

Do I need to replace the battery in my Personal Help Button?

No. It has a non-rechargeable battery that can only be replaced at our factory.

Does the Personal Help Button have a speaker or a microphone?

No, there is no sound mechanism built into the Personal Help Button at this time.

How far away from the home unit will the Lifeline button work?

You can be in another room or on a different floor of your home. We’ll also test your button’s range to see if it works outside on your porch, in your garden, or elsewhere on your grounds.

What happens if I push the medical alert button and can’t get to the phone?

The Lifeline unit contains a highly sensitive speakerphone. If you still can’t hear it or answer, we will immediately follow up according to the instructions in your profile.

Will my AutoAlert Help Button call Lifeline if I accidentally drop it?

In most situations, the AutoAlert Help Button’s sensors can tell that it has been dropped, and it will not generate a Help Call. However, if a Help Call is sent, tell the Personal Response Associate that the Help Button was dropped and that you do not need assistance.

Product Information and General Questions

Can I change the cord or wrist strap?

You are welcome to change the wrist strap yourself. However, if you have the pendant-style button you must use the Lifeline-supplied cord as it is designed to break away under certain conditions.

Can I use any phone/cable service with my Lifeline Communicator?

Most telephone services are compatible with Lifeline, with the exception of Verizon Home Connect and any other cellular/wireless phone service.

Can Lifeline be used if there is an Internet connection being used on the same telephone line?

Yes, but a filter must be installed on the line, just as it is for your other phones.

Do I have to connect a telephone to my Lifeline Communicator?

No, it’s not necessary for a telephone to be connected to your Lifeline Communicator, but it’s an option that allows you to have a phone in the same room as your Lifeline Communicator. Please refer to the User Manual that came with your product for important information on connecting an additional device to your Lifeline Communicator.

Do I need to call Lifeline if I am changing phone service providers?

No, but please be aware that the Lifeline Service is not compatible with Verizon Home Connect and any other cellular/wireless phone service. You should always test your Lifeline Service after changing phone service providers to confirm it is working properly. However, if you change your phone number, you do need to call Lifeline.

How can I be sure the Lifeline system is working?

We encourage you to press your button once a month to ensure that Lifeline is working properly.

How is the Lifeline service set up in the home?

In most situations, a Lifeline home service representative will schedule an appointment to install the home unit and test the service. This usually takes less than an hour as it is relatively easy to set up. The representative would also answer any questions to ensure that the subscriber is fully comfortable using the Lifeline service. Other times a representative may not be needed to come to the home. In these cases, the unit could be shipped to the home or picked up at the local Lifeline program. A caregiver could then set up the service using the easy to follow instructions and a dedicated telephone support representative would provide any needed assistance. It is best to contact Lifeline to determine the best way to set up the service.

How will I learn to use the Lifeline system?

When installed, the representative will carefully explain the system so that everyone understands how it works. If you need help later, a simple press of the button will connect you to a response associate who has all the answers.

I need to adjust my neck cord. Can I tie a knot in it?

No. Tying a knot may prevent the break-away feature from working properly.

What if I move?

We can transfer your system to your new or second home. Just give us a few weeks notice to arrange the transfer.

What is the break-away feature?

Philips Lifeline neck cords contain a special fuse designed to breakaway under certain conditions to reduce the remote risk of strangulation. If the neck cord breaks apart, contact Philips Lifeline or your representative for a replacement.

How do I adjust the neck cord?

The neck cord can be shortened or lengthened using the following process:

To shorten: With a tab between your first finger and thumb of each hand, slide both tabs apart in line with your shoulders.

To lengthen: Pull one strand of the neck cord while sliding the tab to the back. Repeat on the other side.

Illustration of the process to lengthen the lifeline neck cord.
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