FAQ
Here is a list of Frequently Asked Questions that we are asked here at Careline Community Service.
Help! 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.
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.
Is there a charge for interest/credit?
No, just the fee for the rental of the alarm equipment, paid monthly.
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 your debit card, cheque book or cash on the day of installation.
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 in which the equipment is returned to us.
Can I wear my pendant in the shower or bath?
Yes, our pendants are water resistant and should be worn 24/7. You can wear your pendant in the shower, bath, and when washing up! We just recommend you do not submerge it for long periods.
I need to update my contact list; how do I do this?
The best way to do this is to press your pendant or alarm button to call the monitoring centre, and give them the new information directly.
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 basic (analogue) alarms and your pendant is pressed or set off. On installation of one of our basic alarms, our installers would explain this clearly. If you have one of our digital products and think you are being charged, please contact your telephone provider as our digital products use the mobile phone network, not your landline.
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. For more information on the digital switchover, see this page.
I have been contacted by my phone company about the digital switchover, what do I need to do?
- Please contact your telephone provider, tell them you are a telecare user and ask to be added to their Priority Service Register (PSR).
- Consider switching over to a digital alarm – please contact us to talk through your options.
- Continue to test your alarm monthly by pressing the pendant button.
What areas do you cover?
Please click here for our current service area.
What are the differences between your products?
Our basic alarm uses a telephone landline, our digital home and digital mobile alarms use the mobile phone network.
