What happens if my equipment develops a fault?
If your equipment appears faulty, you can:
a) Contact our monitoring centre by pressing the base unit/accessory button and explaining the issue. They will pass it to us, and we will contact you to either remotely triage the issue or arrange for a replacement.
b) Contact us directly via our freephone number.
c) Use the website enquiry form, providing as much detail about the fault as possible.
No charge will be incurred for servicing/replacement of rental equipment unless the fault or damage is caused by you or a third party. Lost equipment will be chargeable. Extras or ‘one-off’ equipment purchases are covered under a standard 1-year manufacturer’s warranty, after which replacements will be chargeable.
Can I check my cellular signal strength on my GPS device?
Yes, as follows:
GPS Watch
The watch face has a signal meter showing the cellular signal strength.
Oysta Rio
Observe the green LED light:
Single Flash every 3 seconds: Stable mobile signal.
Double Flash every 3 seconds: Data connection.
Stay Connected
Monitor your signal strength to ensure your device is always ready.
Can I check my cellular signal strength if I move my home digital base unit?
Yes, checking the cellular signal strength is encouraged to ensure connectivity:
Optimal Connectivity: Regularly check your signal strength to ensure reliable alerts.
Will my home digital base unit work if there is a power cut?
Yes, the base unit has a battery backup that powers it for approximately 24 hours. It will automatically call the control centre shortly after a power cut, allowing you to speak to the operator even without electricity.
Continuous Protection: Ensure your unit is plugged into a power surge protector to avoid electrical damage.
What do the lights mean on my home digital base unit?
Power Button
Back-lit green indicates the unit is on. Press to hear the status, hold to turn off, press to turn on.
Flashes Orange: Mains power is disconnected. A voice message will notify you.
Solid Red: Battery is no longer functioning or missing.
Flashes Red: Battery is low.
No Light: The unit is turned off.
Do I need to check that my accessory is working?
Absolutely, yes. It is recommended to test your accessories monthly to ensure they are functioning correctly. While we hope you never need to use the service, it’s crucial to have confidence that it works when you do:
Pendant: press the button and inform the operator that it is a test alert. They will log it as such.
Falls Detector: press the button like the pendant. Additionally, you can test the auto-alert falls function by dropping it from waist height onto carpeted flooring to avoid damage. Inform the operator that it is a test.
GPS Watch/Oysta Rio: press the button to ensure connectivity to the monitoring centre and inform them it is a test call.
Stay Confident: regular testing ensures your equipment is ready when you need it.
What happens if I press my lifeline alarm unit or accessory accidentally?
Accidental activations can happen, and there are easy ways to cancel them:
If you are unable to cancel the alert in time, simply inform the operator when they speak to you that it was an accidental activation.
No Worries: Don’t worry about false alerts. The monitoring centre will be pleased to know that you are safe and well.
Can I wear my accessory in the bath or shower?
Our accessories are water-resistant:
Home Package Pendant: IP68 (can be used in bath and shower)
Home Package Falls Detector: IP67 (can be used in the shower, but should not be submerged)
GPS Watch/Oysta Rio: IP67 (can be used in the shower, but should not be submerged)
If you prefer to remove them in the bathroom, place them at a low level so you can reach them if you fall or get stuck.
Water-Resistant Options:
All devices should not be submerged (except the pendant) and should not remain in soapy water or with soap on them for any longer than necessary (rinse quickly).
Can I wear my accessory in bed?
Pendant/Wristband or Falls Detector: You can wear them in bed, but there is a small chance of accidentally setting off an alert. We recommend placing them on your bedside table and taking them with you if you get up during the night.
GPS Watch/Oysta Rio: Use bedtime to recharge your watch. Charge it next to your bed so you can put it on if you get up during the night.
Can I talk through GPS devices?
Yes, but only when an alarm has been activated. The Out and About Watch and Pendant opens a channel between the device and designated responders (monitoring centre) during an alarm.
Can I talk through my home package accessory?
The accessories activate the base unit, which has a powerful microphone that allows you to converse with our monitoring centre partners, even if you cannot speak directly through the pendant or falls detector.
What happens if I cannot hear you or speak to you?
Home Packages: If we receive a call and do not get a response, we will call you back immediately. If there is still no response, the operator will send help based on your provided information and contact your responders/key holders or emergency services.
GPS Packages: The monitoring centre will pinpoint your location and send help to where you are located.
Do you track me with the GPS devices?
No, we do not track customers. We only use location finder capabilities, which are initiated by you when you press the alarm or request help. The only exception is if a geofence has been set up.
Geofence: An invisible perimeter set by you or your family that sends an alert if breached, useful for those with dementia or learning difficulties.
What is meant by a ‘hard fall’?
A ‘hard fall’ includes falls from an upright standing position that are not broken (e.g., falling against something while going down), slow falls (falling in stages), or slumping falls (sliding down a wall or furniture). The auto falls detection aid uses accelerometers and tilt meters to detect falls, but it may not register all types of falls.
Manual Activation: Always use the emergency button if the auto falls detector does not activate.
What happens if the automatic falls detector activates?
You can still manually raise an alarm by pressing the button if the automatic falls detector does not activate.
Extra Protection: Consider adding more falls detectors for increased safety.
What happens when I press the button on my digital base unit or accessory?
Accidental activations can happen, and there are easy ways to cancel them:
Pendant Alarm: If you press the button by mistake, you can cancel the alert by pressing the Cancel button on the base unit. Alternatively, inform the operator when they speak to you that it was an accidental call, and they will cancel it.
Falls Detector: If you accidentally set off the alarm, you will see a light flashing on the device and feel a haptic ‘buzz’. You can manually cancel the alert by shaking the falls detector (whether in pendant or wrist-worn mode) until the lights stop flashing and it stops vibrating.
GPS Watch/Oysta Rio: You can cancel an alert by re-pressing the button within a few seconds of activation.
If you are unable to cancel the alert in time, simply inform the operator when they speak to you that it was an accidental activation.
No Worries: Don’t worry about false alerts. The monitoring centre will be pleased to know that you are safe and well.
How are the GPS Watch/Out and About Package alarms activated?
There are two ways to activate the alarm and get help from the monitoring centre or friends and family:
Button: Press the button on the watch or pendant.
Falls Detector: If enabled, the falls detector will automatically notify the monitoring centre and/or friends and family in the event of a non-slumping fall/hard fall.
How are the Starter & Falls Package alarms activated?
There are three ways to activate the alarms and get help from the monitoring centre:
Upgrade Your Safety: Consider adding extra pendants or falls detectors for comprehensive coverage.
Can I order an extra accessory?
Yes, you can order additional accessories for other household members or for convenience. Provide us with the second user’s details if applicable. Additional accessories are available at checkout or can be ordered later by contacting us.
Customise Your Package: Enhance your service with extra accessories for added convenience and safety.
How many key holders do I need to have?
We recommend having two responders/key holders within 20 minutes of your home. If this isn’t possible, we suggest installing a key safe to allow authorised access in emergencies. You can select a key safe when purchasing your package.
Secure Access: Add a key safe for convenient and secure home access in emergencies.
Do you have an installation service?
Yes, we offer an installation service in certain areas. See details on the product pages.
How is the lifeline alarm unit installed?
Our packages are pre-configured by our technical staff for easy installation. Digital starter and falls packages with dual mobile SIMs do not require a landline and can be placed anywhere with a cellular signal. These packages include a voice-assisted installation guide for easy self-installation. GPS devices also contain SIMs and can be used wherever there is a cellular signal.
Easy Setup: They are essentially ‘plug and play’ devices, however, you could opt for our installation service if you need assistance, available in select areas.
What happens if any of my details change?
It is important to keep Argenti updated with any changes to your details, such as contact numbers, responder details, or medical conditions. Keeping your information current ensures we can provide the best possible service.
How to Update Your Details:
Via Your Device: Press the button on your device to speak directly to our monitoring centre and update your details.
By Phone: Call us on 0800 0087500 to speak directly to the Argenti team and update your information.
Stay Connected: Regularly updating your details helps us respond effectively in emergencies and maintain the quality of your service.
What happens to my details if I no longer want the service?
If you cancel your service with Argenti, we will delete your data in line with GDPR requirements.
What are the benefits of the Care Technology Service?
Argenti’s Care Technology service provides immediate access to our friendly, highly-trained staff and TEC accredited monitoring partners, available 24/7. We pre-agree on how to respond in different situations, ensuring you get the help you need, whether it’s contacting a family member or arranging an ambulance. Our service offers reassurance and confidence, especially if you live alone.
If my equipment has a SIM in it, who owns it and who pays the fee?
For all digital packages containing SIMs, even those with a one-off purchase fee, the SIM remains our property and responsibility. All SIM charges are included in your monthly, or annual fees.
Once I have ordered a package, do I own the equipment?
Most of our packages are rented, including extra pendants or falls detectors. However, some items, like the GPS watch, GPS pendant, and optional KeySafes, are purchased outright and owned by you.
Is VAT charged on the Care Technology?
TECS equipment may be VAT exempt if you meet certain criteria, such as having a progressive or chronic condition or being registered disabled. You can fill in a VAT exemption form at checkout or when applying for our service. For more information, visit the HMRC VAT Exemption website by CLICKING HERE .
Save on Costs: Check your eligibility for VAT exemption to reduce your expenses.
What personal details do we require for the Care Technology service to start?
We need the following personal details:
Your information is securely stored and only used in emergencies. We share these details only with our service delivery partners, emergency services, or your GP surgery.
Customise Your Care: Add more responders or update your details anytime to ensure the best possible support.
How do I pay for my Care Technology Service?
To start your Care Technology Service, make your first monthly/annual payment, including the setup fee and any extras you’ve selected, using your Credit or Debit Card. Our secure online payment system processes your payment immediately, getting your order underway. Subsequent quarterly payments will be managed through our Direct Debit system. You’ll receive an email with the Direct Debit form after completing your initial payment.
Why do we ask for responder details?
Responder details allow our monitoring centre to contact your designated family members, friends, or neighbours if you need assistance or in case of an emergency. We only contact your responders when we receive a call from you via one of our devices.
Peace of Mind: Ensure you have trusted responders ready to help when needed.
What will happen if I press my button and I’m outside?
Range of Use: Accessories work within a 75-100 meter radius.
In Your Garden: If you’re in your garden, any activation will connect to your digital base unit seamlessly.
Distance Considerations: The further you are (up to 100 meters), the harder it may be to hear the base unit. Don’t worry, our operators will follow protocol by calling you first and then escalating to your responders if they can’t reach you directly.
Designed for Mobility: Perfect for use while you’re out and about, whether in your community or beyond.
Immediate Assistance: If you press your button or an automatic fall alert is triggered, our monitoring partner will communicate with you via your device to assess the situation and provide the necessary response.
Location Tracking: The device’s GPS will be used to locate you, ensuring responders can find you quickly.
Signal Requirements: A GSM data signal is needed for optimal functionality. If the signal drops, try moving a few meters to regain connectivity.
Enhance Your Safety: Consider upgrading to our GPS Package for comprehensive coverage both at home and on the go.
I have a large house and garden. Will the home package still work?
Yes, the ‘At Home’ package is designed to work effectively within a large house and garden. The system uses a powerful signal that can cover extensive areas, ensuring you remain connected and safe throughout your home and garden.
Additionally, if you need coverage beyond your home, our GPS Watch (James Watch) and GPS Pendant (Oysta Rio) are excellent options. These devices provide reliable tracking and safety features wherever you go, making them perfect for larger properties and outdoor areas.
