Frequently Asked Questions

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.


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.


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.


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.


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.


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.


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.


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.


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.


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.


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 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:

Illustration of the process to shorten the lifeline neck cord.

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

 

Illustration of the process to lengthen the lifeline neck cord.

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