Frequently Asked Questions
Does my Personal Care Alarm box work with any fixed telephone landline?
Yes, as long as you have a live, fixed telephone line it will work with any provider.
Does it work with broadband?
Yes, your base unit is compatible with broadband, please follow installation instruction on
page 6/7.
How long does the customer have to sign-up for?
When the customer registers their alarm they will need to complete a Direct Debit mandate
for a minimum of 12 months. No payment will be taken until the inclusive monitoring period
that was purchased as part of the initial transaction, has been used. Payment is monthly in
advance.
Is the service available on a Bank Holiday?
Yes, the service operates 365 days a year, 24-hours a day.
What if the Personal Care Alarm box doesn’t work or is faulty?
Please call the BT Personal Care Alarm Helpdesk on 0330 123 4133 Mon – Fri 9am-5pm
(excluding public holidays in England and Wales) for all technical queries.
What happens if I lose or accidentally break my Personal Care Alarm box or
Mobile Alarm?
Should you accidently damage / lose your Personal Care Alarm box or Mobile Alarm this is
your responsibility. Replacement items can be purchased online at www.lloydspharmacy.com
and www.betterlifeheathcare.com and these may be distributed direct to you within 48
hours.
Can I wear the Mobile Alarm in the shower or bath?
Yes you can, it is waterproof.
Who do I contact if I have a compliment, comment or complaint about the service?
We welcome comments that will help improve the service to our customers. Please call, write
or email us if you have any feedback about our service. If it is a technical issue please call
the BT Personal Care Alarm Helpdesk 0330 123 4133 Mon – Fri 9am-5pm (excluding public
holidays in England and Wales). For other issues or queries call the LloydsPharmacy custom
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er service team on 0345 600 3565 Mon – Fri 9am-5pm (excluding public holidays in
England and Wales).
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Could my Mobile Alarm affect my pacemaker?
The Mobile Alarm does not interfere with a pacemaker because it operates on a separate
frequency.
What would happen in the event of a power cut?
The unit will put an automatic call through to the 24/7 BT Alarm Monitoring Centre to
indicate power is off. The unit will beep and the light on the unit will continue to flash. Once
the power is restored a further automatic call will be sent to the 24/7 BT Alarm Monitoring
Centre. If no power restored call is received we will follow this up with the customer to ask
them if the unit is plugged in and switched on, or if there is a power cut or a problem with
their electricity supply.
Can the Personal Care Alarm be used by deaf people?
Yes it can, we would need to be aware that the user has a hearing impairment.
Will the Mobile Alarm work outside?
Yes, as long as it is within range of the Personal Care Alarm box. This can be tested as part
of the range test so you will know where it will work.
What do I need to do if I move house and my details change?
Call the customer service team and we will change your details.
For more frequently asked questions please visit www.lloydspharmacy.com.
