Frequently Asked Questions
Below you’ll find answers to our most frequently asked questions, including details on how to order, set up and use your personal alarm.
Browse the sections below to find the answer you’re looking for.
How long will it take for the equipment to be delivered?
Your base unit and personal alarm will not be dispatched until you’ve signed up to the service. Equipment is normally shipped within 3-5 working days of placing your order.
Should I pay VAT?
Most of our customers don’t pay VAT. If you, or the person you’re ordering for, have a disability or long-term medical condition, you may qualify. Take a look at our VAT exemption guide to learn more.
Who do I tell if I need to change my details?
If you move to a new house, change your telephone number or there are changes to your health or key contacts, it’s very important that you tell us right away. This information ensures we can help you when you’re in trouble.
If you need to change any of your details, contact customer services on 03301 737 584.
Do I own the equipment?
No, you hire the equipment. The minimum hire period is 18 months.
Can I by the Care Hub, Care Hub Plus or Care Go devices outright?
No, CareTech is a rental service and priced accordingly.
Should I wear my pendant to bed?
For safety reasons, we would advise that you do not wear your pendant alarm in bed. However, make sure your device is always easily accessible.
What do I need to set up the Care Hub or Care Hub Plus?
We’ll deliver the base unit and pendant alarm straight to your door. The base unit is really easy to set up and guides users through the installation process with spoken instructions.
Once you’ve set up your Care Hub or Care Hub Plus, we’ll run a few tests to make sure it’s functioning properly.
What if I need help installing the Care Hub or Care Hub Plus?
The Care Hub and Care Hub Plus are specially designed for self-installation. However, if you encounter any problems, you can always give us a call on 03301 737 584. We’re always happy to answer your questions and offer advice.
What happens if I have an emergency but can’t get to the base unit to speak to the monitoring team?
When you register with us, we’ll note any medical conditions and take down your details, as well as those of your emergency contacts (the friends and family we’ll contact if anything goes wrong). This means if you send an SOS signal but can’t get to base unit, we’ll know where you are, who to call and be able to advise the emergency services on what might be wrong.
Do I need a landline or internet connection to use the Care Hub or Care Hub Plus?
No, our personal alarms use multi-network SIM cards to contact our monitoring centres. This makes them extremely reliable and means they don’t require a landline or internet connection.
Can I wear the pendant alarm in the bath or shower?
Yes, the Pearl and Pearl Advanced are both waterproof. However, due to the nature of the pendants’ RF signal technology, we do not recommend fully submerging them.
Can I have more than one pendant?
Yes, we can provide additional pendant alarms. Each pendant alarm costs an additional £10.47 a month and incurs a one-off set up charge of £29.50.
What happens if there is a power cut?
Please don’t worry if there is a power cut. The base unit features a long-lasting 70-hour backup battery so you can still contact us in the event of a blackout.
What happens if I set off the fall detector by accident?
The Pearl Advanced uses clever algorithms to avoid false alarms. However, if you do accidentally set off the alarm, you can use the pendant’s unique shake-to-cancel feature to call it off.
If you fail to cancel the alarm in that time, you can always use the speakerphone on the base unit to talk to our monitoring centre and explain the situation. We’ll double check that you are okay and then cancel the alarm.
How do I use the fall detector?
The Pearl Advanced must be worn around your neck to accurately detect falls from standing.
The detector is designed to detect falls automatically. But if you feel unwell and wish to call for help manually, you can send an alert to the base unit by pressing the SOS button in the middle of the pendant.
How do I set up the fall detector?
Press and hold the SOS button until a series of ascending tones play. The alarm will then flash and beep. The number of flashes and beeps will let you know which setting the pendant is in. (For example, two flashes and two beeps means setting two).
Press the button to scroll through the various settings. When you reach your desired setting, put the pendant down and wait for the alarm to play a series of descending beeps. Your Pearl Advanced is now reprogrammed.
How effective are fall detectors?
Our fall detectors use sophisticated sensors and algorithms to differentiate between ‘significant’ falls and other movements. Like many similar devices on the market, we cannot guarantee they will detect every fall as this depends on where they are worn and the amount of shock or impact they encounter. If you fall and can press the emergency button then we recommend you do so.
What is the expected battery life of the Pearl device?
The Pearl pendant has a 5-year battery life with typical use – typical use is defined as one activation per month, and an RF test signal every seven hours.
When the Pearl’s battery reaches 20% capacity, it notifies your responders via the SECOM Care app. This early warning feature is designed to provide ample time to order a free Pearl or battery replacement from our technical support team.
Does the Care Go require a telephone line?
No, the Care Go is a GPS personal alarm and is therefore fully mobile. It is designed to be taken with you wherever you go, and uses a multi-network SIM card to establish your location and contact our monitoring team.
Do I need to pay for the SIM costs?
No, you do not need to make any payments for the cost of the multi-network SIM. There are no hidden charges and all of the costs are included in your subscription.
How long does the Care Go take to charge?
Approximately three to five hours.
What is the expected battery life of the Care Go pendant alarm?
This depends on how you use the device. If certain assumptions are made, we estimate it will take 29 days before the battery runs low on charge.
How long will the Care Go device run for without any user interactions once a low battery notification has played?
The Care Go will last for one week after the low battery notification has played. We advise charging the device at the earliest opportunity.
How does Care Alert work?
Using a range of high-quality sensors and a specially designed control panel, we can reliably detect movement in your home and raise an alert whenever we detect inactivity, low temperatures, or your loved one leaves the front door open or forgets to take their medicine.
Will I have to carry or wear a device while I’m at home in order for Care Alert to notify someone that I have had a fall?
No, while we would always advise you consider using a personal alarm so you can raise an alert in the event of an emergency, Care Alert is designed to automatically detect periods of inactivity at the times you’ve told us you should be active.
Why do you recommend temperature monitoring?
This is an important feature of Care Alert, particularly during the winter months. Alerting family members/carers to low temperatures within the home can minimise an elderly relative’s risk of contracting hypothermia and the associated health risks.
Can I use my Care Alert system as a regular burglar alarm?
Yes, Care Alert can operate like a normal intruder alarm, protecting your home while you’re out and about. We also offer full police response. Speak to one of our consultants to learn more.
Can I have a Care Alert system if I have pets?
Yes, we offer pet-friendly motion detectors. Our consultants will advise you on the most appropriate system settings and design, to ensure we provide the most reliable service for your particular needs.
Can I install Care Alert myself?
No, our Care Alert system must comply with the relevant security standards and therefore must be installed by one of our trained engineers.
How much does a Care Alert system cost?
Because each system is designed around your specific requirements, the cost of installation and maintenance will vary.
Why do I have to have a maintenance agreement?
As Care Alert operates as an intruder alarm, we must provide a maintenance package to ensure it works correctly – 24 hours a day, 365 days a year. Our maintenance agreement also ensures the system complies to insurance policies and police requirements.
What happens to my Care Alert system if there is a power cut?
Provided your Care Alert system is regularly maintained, the rechargeable backup battery inside the control panel will kick-in and provide the care and security you need for up to 12 hours.
How many people can have access to my system and receive notifications on the SECOM Care app?
This depends on your control panel. As a guide, entry-level control panels can have up to 40 unique users.
What happens if I want to move to a new house?
You can either leave the system in situ for the new owners – a feature of the Care Alert is that it can be easily reprogrammed to operate as a burglar alarm. Alternatively, we can provide you with a quote to relocate your system.
Will I have to remember a numerical code to use my Care Alert system as an intruder alarm?
No, we will provide a key fob so you can set and unset your system without any complicated codes. Additional key fobs are available for keyholders too.
Will installing a Care Alert system create a lot of mess and disruption in my home?
No, as all of the detection devices are completely wireless, disruption to you and your home is kept to a minimum.
