Care alarm not working
Guide reference: HG-0091
Quote this reference if you contact us about this guide.
Approx. 2 min read
Checks when a telecare device fails. Confirm dial tone on Phone1, remove other equipment temporarily, run the alarm test mode, and contact your alarm...
Don't worry if a care alarm fails after a phone change. The line and alarm must both work, and your alarm company must retest with you.
Quick answer
Confirm dial tone on Phone1, remove other equipment temporarily, run the alarm test mode, and contact your alarm monitoring provider the same day. Report alarm faults to your alarm provider, not to Simple Telecoms.
More detail
Care alarms dial the monitoring centre when you press a pendant or on a schedule.
Simple Telecoms does not support care alarms. We fix the phone line; your alarm provider fixes the alarm equipment and monitoring.
Other equipment such as answering machines or call blockers plugged into the phone path can stop alarms working. Test with only the alarm and phone connected.
Tell us and your alarm company about the care alarm before we place your order.
Step-by-step checks
Unplug answering machines, call blockers, and extension leads temporarily.
Pick up the phone on Phone1 and confirm dial tone.
Check the alarm is plugged where the provider instructed, usually Phone1 or as they specify.
Run the alarm self-test button if the device has one.
Ask the monitoring centre to confirm they received a test signal.
Restart the phone box if dial tone failed, then retest alarm.
Do not ignore failed tests. Call alarm provider support immediately.
Report a phone line fault online if dial tone is missing on Phone1.
Common mistakes
- Only calling us without telling the alarm company.
- Plugging alarm into dead extension wiring.
- Assuming old alarm works on digital without provider approval.
Things to know
- See Using your phone with a care alarm for setup planning.
- Power cuts stop digital lines without backup.
- Keep alarm provider number on the fridge.
Frequently asked questions
Who fixes the alarm?
Your alarm provider for the device and monitoring. We fix the phone line only. Report alarm faults to them, not to us.
Line OK, alarm fails?
Alarm provider must reprogram or replace kit.
Test how often?
Follow alarm company schedule, often monthly.
Still not working?
If the phone line fails normal call tests, report a fault online and tell your alarm provider the line is being repaired.