Med Alert f.a.q.
Frequently Asked Questions
Product Questions:
Does MobileHelp work outside the home?
Yes. MobileHelp is the first and only system that extends the features
of an in-home system, nationwide, on the AT&T Cellular Network.
How does it work outside my home?
The MobileHelp Device combines GPS (Global Positioning Satellite) and
cellular technology, enabling our monitoring center to be notified of
your location and establish 2-way communication.
How does it work inside my home?
Pressing your Pendant Help button will initiate a call to our monitoring center using your base station and home phone line.
What’s is the range of the Pendant Help button?
It is designed to work from anywhere inside your home. It has a
approximate range of 600 feet, depending on the size and construction of
your home.
Is the Pendant Help button water resistant?
Yes. It is designed to be worn at all times including the shower and
bath. It is not designed to be submerged or exposed to water for a
prolonged period of time.
Will the base station work if I lose power at my home?
Yes. In the event of a power outage, the base station will continue to work for approximately 30 hours.
Does the Base Station system use voice to voice (2-way) communication?
Yes. The base station has a built-in speaker and microphone enabling you
to establish 2-way (voice-to-voice) communication with our operators.
Does the Mobile Help Device use voice to voice (2-way) communication?
Yes. The mobile device has a built-in speaker and microphone enabling
you to establish 2-way (voice-to-voice) communication with our
operators.
Will help be sent if I am unable to communicate with, or hear, the operator?
Yes. If you are unable to communicate with our monitoring center, for any reason, help will be dispatched.
Is the system easy to install?
Yes. It is as simple as plugging in the device's phone and power cords.
If you have any questions regarding the installation, then live help
is quickly and conveniently available at 1-877-827-6207.
What are the minimum system requirements?
A home telephone line and power outlet are required to install a base station.
Can I use your system if I have a Digital Subscriber Line (DSL) service?
Yes. However, you must install a DSL filter between the telephone base
and the telephone wall jack. The DSL filter will prevent noise and
caller ID problems caused by DSL interference. If you need additional
information, please contact your DSL service provider.
Is the system compatible with ALL Voice Over IP (VoIP) phone systems?
No. Your VOIP service may not be compatible with our service. Please
contact our Customer Support team at 1-877-827-6207 for further
assistance.
Can I find out if the MobleHelp Device will work in my area?
Yes. Please use the AT&T Coverage Viewer learn more about coverage in your area.
Service Questions:
Do you offer month-to-month service?
Yes, month-to-month service is available. We also offer convenient
quarterly and annual options for additional savings. There are NO
CONTRACTS required.
Is the monitoring service the only cost?
Yes. All system equipment is provided with your monitoring plan and must be returned in order to cancel service.
Do I have to sign a wireless service contract?
No. Service on the AT&T network is included in with your monitoring plan.
Is system repair or replacement included?
Yes. If any equipment is deemed unusable and provided that reasonable
care for the system has been employed, it will be repaired or replaced
at no cost to you.
Are credit card and EFT (check) payment options available?
Yes. We accept American Express, MasterCard, VISA, and Discover as well as payment by EFT.
Do you provide FREE shipping?
Yes. We provide FedEx Ground (3-5 day) shipping a no charge. Optional
next-day shipping is available for an additional charge.
What time can I place order and receive equipment the next day?
Orders received before 2 PM Eastern Time on weekdays are shipped the same day.
Do you offer a risk-free trial service?
Yes. Your satisfaction is important to us and so that you have an
opportunity to try our service first, we provide a 30-day risk-free
trial. If you are not completely satisfied with our services, and you
return all system equipment within the first 30 days of your agreement,
you will be given a full refund, excluding any express shipping costs.
Is there a penalty for early cancellation?
No. If for any reason the service is no longer needed, simply return
all system equipment. A prorated refund will be issued for unused
service that may have been prepaid. To cancel service, simply return
all equipment and accessories to us by mailing the system to us at your
expense. Service will be cancelled effective the day the system is
received at our location.
Company/Monitoring Center Questions:
Where are you located?
Our Corporate office is located in Boca Raton, Florida.
What are your hours of operation?
Our monitoring center is available 24 hours a day, year round. For your
convenience, our Customer Support team is available from 8 am to 8 pm
on weekdays.
What training are operators required to undergo?
All operators are required to undergo three months of training and are
required to attain Alarm Company Employee (ACE) certification.
Are alarms handled by live operators?
Yes. All alarms are handled by live, trained professionals to ensure your safety and well-being.
How do I specify my Emergency Contacts?
Our Customer Support team will contact you by phone to obtain a list of
your local responders. That is, someone in close proximity to your home
and who can provide assistance to you in the event of an emergency such
as a neighbor or family member. To assist you further, we can notify
someone who may not be in close proximity, such as an out-of-state
family member, so that they are kept in the loop in the event of an
emergency.
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