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Taking Care Anywhere Product FAQs

What is included with my Taking Care Anywhere order?

Your order includes the location-aware GPS pendant with wireless charger, cable and plug.

The location-aware GPS pendant comes with a hypo-allergenic stainless steel chain and a split ring, so you can choose to wear it around your neck or on a key ring or belt.

You will also receive a backup pendant and an alarm base unit. An easy-to-follow user guide is included that shows you how to set up and test the personal alarm service. 

What is included with the subscription?

The subscription includes 24-hour monitoring by the Emergency Resolution Centre and a free lifetime warranty and repair service. 

The lifetime warranty covers your equipment if it develops a fault or stops working. Taking Care will either repair or replace the equipment for you for free. If the pendant alarm battery needs replacing, then they will change that for you too - at no extra cost! 

The subscription can be set up by monthly or annual Direct Debit.

Can I wear the location-aware GPS pendant if I have a pacemaker?

If you have a pacemaker then you should not wear the pendant around your neck and fall detection will need to be turned off. This is because a mobile device should not be placed near a pacemaker.

If you have a pacemaker, tell Taking Care when you place your order by telephone or select the pacemaker option when ordering online. Taking Care will turn off the fall detection feature. You should attach the location-aware GPS pendant to the supplied split ring, which can be attached to a belt clip or keys, so it is not worn around the neck. The location-aware GPS pendant must be kept at a minimum distance of 15cm from your pacemaker at all times. If you have any questions or concerns, Taking Care is happy to help. Call 0800 085 8032, Monday to Friday 9am - 6pm, to speak to a Taking Care advisor. 

What network does Taking Care Anywhere use?

When out-and-about, the GPS location-aware pendant connects to the strongest available 3G or 4G network.

When the GPS location-aware pendant is within range of the in-home unit, it will communicate through the unit's 2G or 4G multi-network signal. The in-home unit will inform the alarm user if there is an issue connecting to the mobile network when a self-test is run automatically.

The 3G network is being gradually phased out over the coming years, with the Government requiring that all 3G networks are switched off by 2033. While the mobile network operators are making changes at different times, you don’t need to worry as your GPS location-aware pendant and in-home unit are set to "roam" to find the strongest signal that is available for you at that time. There is therefore no immediate issue and we expect 3G networks will continue to operate successfully for many years to come.

What does the set-up cost include?

The set-up cost includes setting up your account with Taking Care and registering you as a customer. You will need to set up the personal alarm yourself. The set-up cost does not include any in-person installation assistance.

How do I provide you with the details of my emergency contacts?

If you order online or by telephone and provide an email address, you will receive an order confirmation email with a link to an online account setup form. If you do not have an email address, you can complete and return the form included in your welcome pack with your personal alarm.

Please complete either form so that Taking Care has the following details available in case an emergency alarm call is made:

Emergency contacts – so Taking Care knows whom to contact in an emergency, please provide the names, addresses and phone numbers of family, friends or neighbours. Taking Care will also ask if your contacts have keys to access your home in an emergency.

Medical details – so Taking Care can arrange the most appropriate help in an emergency, please provide details of any medical conditions.

Key safe – if you have a key safe, let Taking Care know the code and location so they can get help to you in an emergency.

If you prefer, you can provide this information by calling Taking Care's Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

How do I set up the Direct Debit subscription?

The subscription is paid by Direct Debit and for convenience Taking Care recommends you set this up when you order online. If ordering by telephone then the Direct Debit Instruction will be set up over the phone with you by Taking Care's sales advisors. Your Direct Debit will be confirmed in writing by Taking Care no later than 10 working days before the first collection.

When you place your order online, you will have two payment options to choose from. You can choose to pay the set up cost as part of your first Direct Debit payment, in which case you will need to complete the Direct Debit Instruction shown when you have completed your order.

Or you may prefer to pay the one-off set up cost and first subscription payment by debit or credit card and set up the Direct Debit later. Some customers prefer this option if someone else is paying for the subscription. For example, customers may order the personal alarm service for family members who wish to pay the subscription themselves.

Your order confirmation email will include a link to the Direct Debit Instruction in case someone else needs to set it up or you wish to do it later. If you have any problems setting up the Direct Debit, please call the Taking Care Customer Services team on 0800 085 8032, 9am – 5pm Monday to Friday or email 

Does the location-aware GPS pendant detect all falls?

The pendant has a sensor that uses an algorithm to recognise the difference between ‘hard’ falls and other movements. Like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall. If you fall and are able to press the emergency button then you should do so.

The location-aware GPS pendant is equipped with sophisticated fall detection technology and will automatically raise an alert for help when it detects a fall, and significant impact has occurred. The pendant is designed to be worn as a pendant openly around the neck for the fall detection algorithm to work as intended. Using, wearing, or attaching the pendant in any other manner may not provide accurate fall detection and could result in a fall not being detected.

Can I make an alarm call from the location-aware GPS pendant from any location?

As with other GPS personal alarm models, it will work anywhere in the UK, excluding the Channel Islands, where where there is a 3G or 4G mobile network to communicate, subject to atmospheric conditions, radio interference, buildings, or other forms of interference that can block the pendant's connection to GPS satellites. The multi-network SIM is pre-fitted like a mobile phone and provides the best possible coverage.

You should wear the location-aware GPS pendant at all times and use the backup pendant only when the location-aware GPS pendant is charging. In some cases, the mobile signal may not be strong enough indoors for you to speak with the Emergency Resolution Centre through location-aware GPS pendant. In this situation, you will still be able to speak with the Emergency Resolution Centre through the base unit. When you set up your Taking Care Anywhere, Taking Care will ask you to test the equipment from different locations in your home and garden so the range and signal is fully tested.

What happens if the location-aware GPS pendant cannot connect to a mobile signal at home?

If a mobile signal cannot be found, the location-aware GPS pendant will switch to using the alarm unit to call the Emergency Resolution Centre.

How does the GPS tracking work?

The location-aware GPS pendant does not track your location all the time. It will send coordinates of its location when an alarm call is sent. A GPS satellite network must be available for the location-aware GPS pendant to determine its location. The location-aware GPS pendant will not work outside of the UK.

GPS technology can be affected by certain atmospheric conditions, radio interference, buildings, or other forms of interference that can block the pendant's connection to GPS satellites. Your location information may not be available if the GPS satellites are unavailable or the GPS signal is blocked. The location-aware GPS pendant will play a voice message to provide the status of the cellular coverage and inform you when it conducts a GPS location check. 

How long does the location-aware GPS pendant battery last?

The battery will last one to two months with standard use before it needs to be recharged. Voice messages and lights indicate when battery is low, approximately 20% capacity. The low battery is reported automatically to the Emergency Resolution Centre. It is recommended the pendant’s battery is charged after an emergency activation

Does the backup pendant work only in the home and garden?

Yes, the backup pendant will work up to 300 metres / 984 feet from the alarm base unit (depending on the model). As part of the set up, you will be asked to test the range from different locations so you are confident of getting help around the home

Does the backup pendant detect falls?

No, the backup pendant does not have an in-built fall sensor. 

When should I use the backup pendant?

You can wear the backup pendant in the home and in the garden when charging your location-aware GPS pendant so that you can still call for help. Taking Care recommends you wear the location-aware GPS pendant whenever possible because it works out and about and includes a fall detection. 

How long does the battery in the backup pendant last?

It has a 5-year battery life with typical use. A low battery report is automatically sent to the Emergency Resolution Centre when the backup pendant battery reaches 20% capacity. When the battery needs replacing, Taking Care will send you a replacement backup pendant for free. 

Does the backup pendant have an in built speaker and microphone?

No. The Emergency Resolution Centre will talk with you through the microphone and speaker built into the base unit if you make an alarm call using the backup pendant. 

Are both pendants water resistant?

Yes. The location-aware GPS pendant alarm is water resistant up to 1 metre / 3.3ft for 30 minutes (IP67 standard). The backup pendant is water resistant up to 1.5 metres / 4.9ft for 30 minutes (IP68 standard). You can wear either pendant in the bathroom and shower, where slips are common.

What is the alarm base unit for?

The backup pendant requires the alarm base unit to work. If you press the SOS button on the backup pendant, it will alert the Emergency Resolution Centre through the base unit. The Emergency Resolution Centre will talk with you through the microphone and speaker built into the base unit. The style and appearance of the alarm unit is subject to change.

Is the delivery, warranty and repair service free of charge?

Yes. There is free delivery that includes next working day delivery for orders received by 1pm, Monday – Friday to postcodes in England and Wales. For areas of the UK that Taking Care is unable to deliver to within 24 hours, a 48-hour delivery is offered instead.

In the event of a personal alarm fault or if your pendant battery needs replacing, Taking Care will fix the issue, free of charge. Depending on the nature of the issue, Taking Care may send you a replacement personal alarm or one of their advisors will visit your home to repair the equipment or replace the battery. 

What is covered by the personal alarm warranty?

In the event of a personal alarm fault or if your pendant battery needs replacing whilst you are a customer, Taking Care will fix the issue, free of charge. Depending on the nature of the issue, Taking Care may send you a replacement personal alarm or one of their advisors will visit your home to repair the equipment or replace the battery. 

Do I need a telephone landline to use Taking Care Anywhere?

No. The location-aware GPS pendant and alarm base unit use a pre-fitted multi-network SIM so a telephone landline is not needed. 

Will my personal alarm be affected by alarm pendants that may be nearby?

No, your personal alarm cannot be triggered by another alarm pendant.

Do I own the equipment?

You do not own the personal alarm equipment, it is rented to you for the duration of your subscription. When you no longer need the service Taking Care will provide you with a freepost Royal Mail return collection bag. 

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