Product and Service Support HomeSafe with the Wireless Communicator

Visit our Troubleshooting Tools to find information on common topics related to your Lifeline Communicator’s operation. We invite you to explore Frequently Asked Questions to get additional answers about product and service support. If you have any other questions and would like to speak with us directly, please feel free to call Customer Care at 1-800-387-1215.

Troubleshooting Tools

Select a Troubleshooting Topic below to get information on your Lifeline Communicator’s operation.

Poor voice quality, crackling, or low volume on your Lifeline Communicator could be happening for several reasons. Please check the following: Do you have DSL Internet service? If so:

  • Your Lifeline Communicator must be connected to a DSL filter.
  • Any additional phones in the house also need to be connected to a DSL filter.

Are you experiencing static on the Lifeline Communicator? If so:

  • Check other phones in the home for static. First, check the phone connected to your Communicator and then check any that are not connected to it. If the phones in your house have static, that is a good indication that your phone service needs to be checked. Turn your Communicator off and then back on. If static persists, you should notify your phone company, as it does not appear that the Communicator is causing the problem.
  • Do you have an optional Philips Lifeline Voice Extension? If so, please make sure that it is at least 50 feet away from the main Lifeline Communicator.
  • Make sure that your Communicator isn’t near any electronic devices (e.g., a cell phone or a cordless phone that’s not plugged into the Communicator).

Is the volume on your Communicator very low? If so:

  • Adjust the volume using the control switch on the side of your Communicator.

Is the Lifeline Personal Response Associate having difficulty hearing you? If so:

  • Make sure that your Communicator is on a flat surface. There is a microphone on the bottom of your Communicator and you should verify that nothing is blocking it.

Helpful Tips: It is recommended that you turn your Communicator off before making any adjustments to it. After making adjustments, you can then turn your Communicator back on and test it. If you are still experiencing problems, contact our Customer Care department at 1-800-387-1215

Your Lifeline Communicator might not be working properly for several reasons. Please check the following:

Power

Is your Communicator turned off? If so:

  • Please turn your Communicator on by locating the on/off switch on the back of it.
  • Confirm that your Communicator is plugged into a working power outlet not controlled by a wall switch.

Phone

Are you having telephone problems? To check:

  • Do you have a dial tone on all of your phones? If not, contact your phone company. Your Communicator will not work unless it is connected to a working phone source.
  • The phone jack that is connected to the Communicator might not be working. To verify whether it is working or not, plug a phone into the exact phone jack that the Communicator is connected to. If the phone doesn’t work, contact your phone company or move the Communicator to a working phone jack.
  • Is your Communicator connected to the correct phone source? If you have cable phone service, you will have a modem in your house. Depending on your setup, you may need to plug the Communicator directly into Line 1/Phone 1 of the modem.

Setup

Please note that your Communicator could look slightly different than the one shown here, but it will connect the same way. Is your Communicator connected properly? To check:

Cable modem with phone

Your Communicator and cable modem should be installed in the same room.

  1. Plug the Communicator’s phone cord into the telephone jack on the cable modem. This jack should be labeled as Phone 1 or Line 1. If the cable modem has more than one telephone jack (Phone 1, Phone 2), the Communicator must be plugged into the first one (Phone 1). Do not plug the phone cord into the larger plug labeled Computer, Internet or Network.
  2. Plug your telephone into the Communicator’s auxiliary phone jack.

Cable modem with phone Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Cable modem without phone

Your Communicator and cable modem should be installed in the same room.

  1. Unplug the phone cord from the cable modem, and plug the phone cord into the Communicator’s auxiliary phone jack.
  2. Plug the Communicator’s phone cord into the telephone jack on the cable modem. This jack should be labeled as Phone or Line. If the cable modem has more than one telephone jack (Phone 1, Phone 2, the Communicator must be plugged into the first one (Phone 1). Do not plug the phone cord into the larger plug labeled Computer, Internet or Network.

Cable modem without phone Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Standard wall jack with phone

  1. Unplug your telephone cord from the wall jack.
  2. Plug the Communicator’s phone cord directly into the telephone wall jack.
  3. Plug your telephone cord into the Communicator’s auxiliary phone jack.

Standard wall jack with phone Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Standard wall jack without phone

  1. Plug the Communicator’s phone cord directly into the telephone wall jack.

Standard wall jack without phone Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

DSL Service

The Communicator does not need to be in the same room as your computer, and it does not need to be plugged into the same phone jack as your computer. You should have a DSL filter for your wall jack (either provided by your internet service provider or purchased from an electronics store).

  1. Connect the Communicator’s phone cord into the DSL filter.
  2. Plug the DSL filter directly into the telephone wall jack.

DSL Service Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Dial-up Internet

Your Communicator and computer should be installed in the same room.

  1. Plug your computer’s phone cord directly into the Communicator’s auxiliary phone jack.
  2. Plug the Communicator’s phone cord directly into the telephone wall jack.

Dial-up Internet Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Important: If you require an access code, such as pressing “9″ to dial out, please contact us Monday through Friday, 8:30 a.m. to 6:00 p.m. EST, so we can reprogram your Communicator. It is important that you contact us using the telephone plugged into the Communicator. Helpful Tips: While making any adjustments to your Communicator, it is recommended that you turn it off. After making adjustments, you can then turn your Communicator back on and test it. If you are still experiencing problems, contact our Customer Care department at 1-800-387-1215.

Your Lifeline Communicator could not be receiving power for several reasons. Please check the following: Are you experiencing a power outage? If so, wait until your power is restored and then test your Communicator. Is the black power cord tightly plugged into the back of your Communicator and into your power outlet? If you are not sure, push it in tightly on either side. Is your power outlet on and working properly? If you are not sure:

  • Check to see if your power outlet is controlled by a wall switch. If so, relocate the Communicator to a different outlet not controlled by a wall switch.
  • Check to see if the Communicator is connected to an extension cord or a power strip.
  • If connected to an extension cord, make sure that it is tightly connected to the Communicator’s power cord and the power outlet.
  • If connected to a power strip, make sure that it is turned on.
  • Verify that your power outlet is working by plugging something else directly into it. If the other object does not work, you know that the power outlet is not working and your Communicator should be relocated to a working outlet.

Helpful Tips: It is recommended that you turn your Communicator off before making any adjustments to it. After making adjustments, you can then turn your Communicator back on and test it. If you are still experiencing problems, contact our Customer Care department at 1-800-387-1215.