FAQ
Here is a list of our Frequently Asked Questions that we get here at Careline Community Service.
What period does a monthly direct debit collect over?
Our billing period runs from 1st April – 31st March collected over 10 monthly direct debit instalments.
**New customers will be charged for the period from the date they join the service for the remainder of the billing period and direct debit instalments will be calculated for the remainder of this time.
Do we charge interest/credit?
No, just the set ongoing weekly fee for the rental of the alarm.
How do I pay for this service?
You will be charged after filling out a direct debit form which one of our installers will give to you after installation of one of our products, you will not need to offer your debit card/cheque book or cash on the day of installation.
Do I pay any upfront costs on the day of installation?
No, we do not charge any up-front costs. On the day of installation, you will fill out a direct debit form and be charged the following month as part of a rolling contract.
Will I be charged if I cancel my service?
No, you can cancel whenever you want and once cancelled, you are only charged up to the end of the month until equipment is returned by you.
Is my pendant waterproof?
Your pendant button is shower proof.
Can I wear my pendant in the shower or bath?
Yes, you can wear your pendant button in both, even when you are washing up! We just recommend you do avoid submerging it.
I need to update my contact list; how do I do this?
To update your contact list, you can either ring us up on 01553 616200 and tell us about the information via telephone. Or you can press your pendant or alarm base, call through to the control centre, tell them your updates and they will do it there and then through your alarm call.
There are charges on my phone bill, and I was not aware I would be charged?
Additional telephone charges will occur if you have one of our personal (analogue) alarms and your pendant is pressed or set off. On installation of one of our personal alarms, one of our installers would explain this clearly. If you have one of our digital products and are being charged, please contact your telephone provider.
My Careline isn’t working.
If your Careline product is not working, please get in contact with us as soon as possible by ringing 01553 616200 or email us at careline.operators@west-norfolk.gov.uk, so we can try and sort the problem through phone/email or arrange a suitable time for us to come and fix for free.
Will the control centre hear me if I fall in another room?
It depends, on installation we take your mobile and home number for the control centre. If they cannot hear you, they will ring through to you, if they get no response, they will call your contacts and if completely unresponsive they will ring through to the emergency services.
I don’t have broadband and I have received this leaflet through the door about a digital switchover, will my alarm stop working?
No, your alarm will continue to work as you do not need broadband for our personal and digital alarms to work within your home.
I have been contacted by my phone company about the digital switchover, what do I need to do?
Please contact your telephone provider and tell them you are a telecare user and have a Careline alarm. Secondly, consider switching over to a digital unit instead of a home unit as this will be more resilient going forward, please contact us to talk through your options.
What areas do you cover?
Careline Community Service look after residents within King’s Lynn and West Norfolk, Breckland, North Norfolk and North Cambridgeshire.
What are the differences between your products?
The digital products use the cellular network, and the home products use the regular phone network.
