FAQ

  • GENERAL QUESTIONS

  • Why is One Call Alert right for me?

    One Call Alert is dedicated to delivering the highest quality of customer service in our industry.

    We provide all of our customers with a dedicated Customer Care Representative that can be contacted with questions, updates to emergency contact information and more.

    We are honest and upfront about all costs. There are absolutely no hidden fees or contracts.

    We want to keep you as a customer, but it should be your choice to stay with us simply because we are doing a great job.

    When an emergency happens, rest assured that our highly trained staff of professional Emergency Operators is ready to be there and get you the help you need.

  • Who should use One Call Alert services?

    Our services help people remain independent at home and away. If you or a loved one falls into any of the categories below, you should consider One Call Alert:
    • Have a history of falling
    • Are more than 70 years of age
    • Live alone or are left alone for extended periods by a caregiver
    • Use mobility assisted devices (walkers, canes, crutches, wheelchairs)
    • Have a history of medication management problems
    • Have been hospitalized within the last 12 months
    • Have sensory concerns (vision, hearing)
    • Have cognitive concerns (dementia, Alzheimer's)

  • Why are One Call Alert's services important for seniors living alone?

    According to the American Academy of Orthopaedic Surgeons, falls are the leading cause of ALL injuries to seniors. In fact, nearly two million seniors will visit the emergency room this year due to a fall related incident. In the event of a fall, a senior may not be able to reach for the phone or call for help. With just the push of a button, a One Call Alert emergency operator will be on the line to help.

  • How long does it take to get a response once the alarm is triggered?

    In less than a minute you should hear the live, comforting voice of one of our professionally trained Emergency Operators.

  • Who answers the calls in an emergency?

    When you press the help button on any One Call Alert system, a two-way voice call will be initiated with our Professional Emergency Monitoring Center. Our Emergency Operators are trained for, and dedicated to, responding to medical emergencies.

  • Who does One Call Alert contact if there is an emergency?

    During the sign-up process for our service, you are asked to provide names and phone numbers for emergency contacts such as friends, relatives and neighbors. These contacts are split into two groups; those who can respond to you in an emergency and those who wish to be immediately notified (such as a family member living out of state). In the event of an emergency, our Emergency Operators will ask you who to contact. If our Operator cannot hear you, or if you request it, Emergency Medical Technicians will be immediately dispatched to assist you. In addition, at your request, our Emergency Operators can text or email the emergency contacts on your list with important emergency information.

  • Can I order this for my parents but have it charged to me?

    Yes, many of our customers are ordering a One Call Alert System for their parents. It is a great way for you to provide safety and peace of mind for your parents. Just provide that information during the short order process.

  • Does One Call Alert offer service in my area?

    Absolutely, One Call Alert is a national service provider.

  • Do you need to have a dedicated phone line?

    No, the In-home Landline system will work on your existing phone line.

  • How quickly can I get service?

    Once the order is placed, we will have your One Call Alert System in the mail within two business days. Typically the unit will arrive within 4-5 business days after shipment. Express shipping is also available. The system, once received, can be installed and tested with our 24/7 Call Center and ready for service in about 10 minutes.

  • How do I sign up?

    To sign up for our services, simply call us at 1.800.994.1846 and speak with one of our Customer Care Representatives or order online.

  • What payment options do you offer?

    We offer monthly, quarterly and annual payment plans. All payments are set up automatically using a credit or debit card (Visa, MasterCard, Discover or American Express).

  • Are there any cancellation fees?

    There is no cancellation fee. You may cancel at any time. However, we do ask that you return the One Call Alert system promptly after the cancellation of services. For more information, please see the Terms and Conditions Agreement.

  • Are there any other fees for this service?

    No, the service fee (monthly, quarterly or annually) covers all One Call Alert services. There are no extra fees for emergency alerts. The calls placed are toll free.

  • Will I pay more if I use the service more?

    No, your monthly service fee covers all One Call Alert services.

  • Is this service covered by insurance, Medicare or Medicaid?

    If covered, it is usually on a reimbursement basis. You will need to contact your provider to determine if coverage is available and arrange for reimbursement directly from them

  • Can I set up the system myself?

    Yes. Set up is easy and typically takes less than 10 minutes.

  • What do I need to set up the One Call Alert system at my house?

    No installation required for any of our systems! For the In-home Landline system, all you need is a standard electrical outlet and phone jack. The electrical outlet should not be controlled by a switch to ensure that it is always receiving power. The In-home Landline system is configured to share a phone jack with an existing phone so you don't have to move anything or purchase additional equipment. If you do not have landline phone service, we offer the In-home Cellular option and the ResCubeTM Mobile option. For more information, please contact a One Call Alert Customer Care Representative toll-free at 1.800.994.1846.

  • What if I move?

    The One Call Alert System can be moved with you anywhere in the U.S. If you do move, even to a new address in the same city, you will need to notify us so that we can update our emergency contact information. These changes are not recommended for moves, trips or vacations of less than two weeks.

  • Can more than one person be protected at a single location?

    Yes, our in-home systems can accommodate multiple users. For a small additional charge we can provide you with an extra pendant. This upgrade is included FREE with our annual and quarterly plans.

  • Can information be changed after the One Call Alert system is ordered and / or set up?

    Yes. To change any of your information, (medication, emergency contacts, etc.) just call us at 1.800.994.1846 and speak to one of our Customer Care Representatives.

  • Can I switch plans once I've made my selection?

    Yes. You can switch plans at any time and there is no fee to do so. Just call our Customer Care team toll free at 1.800.994.1846 for details.

  • Is there a charge if I set off the alarm accidentally?

    No. Accidents happen. When our Emergency Operator comes on the line to ask you if everything is ok, just explain that you accidentally pushed the alarm. One Call Alert will never charge for a false alarm.

  • Who do I call for technical support?

    Call one of our Customer Care Representatives at 1.800.994.1846 and they will be happy to assist you.

  • IN-HOME SYSTEMS

  • How does it work?

    The One Call Alert systems are designed with the customer in mind and are very easy to use. The in-home systems consist of two main components: the Alert Base Station that plugs into a standard electrical outlet and phone jack, and a Personal Help Button pendant, which is waterproof and can be worn as a necklace or wristband. In the event of an emergency, you just press the button on the Personal Help Button, 2-Way talking pendant, or Alert Base Station, and the system automatically calls our professional emergency call center. An Emergency Operator will speak to you through the Alert Base Station or 2-Way Talking Pendant and assess your situation. Our secure database maintains the information you provided for emergency contacts, and we will follow your approved call protocol to get you the help you need. Whether it is an emergency needing immediate medical attention or a minor issue just needing the assistance of a local family member or neighbor, we will be there for you.

  • Will the Alert Base Station be able to hear me anywhere in my house?

    The in-home system will work within most living areas depending on the number of walls and construction type. Our Emergency Operators are trained to treat every alarm as an emergency in order to provide you with the best possible care. If the pendant signal reaches the Alert Base Station and the Emergency Operator cannot hear you, emergency services personnel will be automatically dispatched (unless otherwise requested during the sign-up process). Another option, if this is a primary concern or the user has a large home, is to upgrade to our 2-Way Talking Pendant which allows direct communication through the pendant.

  • Where should I place the alert base station in my house?

    The Alert Base Station should be placed in a central location if possible. Keep in mind that an In-home Landline system must be plugged directly into a phone line, so placement near a phone outlet is necessary. You may choose to upgrade to an In-home Cellular system that has a base station that can be placed anywhere in the home, but should also be central to the activity of the user.

  • Will the base station be able to hear me if I am outdoors?

    It depends on the specific situation. The pendant is able to transmit up to 600 feet from the Alert Base Station. Our Emergency Operators are trained to treat every alarm as an emergency in order to provide you with the best possible care. If the pendant signal reaches the Alert Base Station and the Emergency Operator cannot hear you, emergency services personnel will be automatically dispatched (unless otherwise requested during the sign-up process). Another option, if this is a primary concern or the user enjoys spending a significant amount of time in the yard, is to upgrade to our 2-Way Talking Pendant which allows direct communication through the pendant.

  • What if the operator can't hear me?

    Our Emergency Operators are trained to treat every alarm as an emergency in order to provide you with the best possible care. If the pendant signal reaches the Alert Base Station and the Emergency Operator cannot hear you, emergency services personnel will be automatically dispatched (unless otherwise requested during the sign-up process). Another option, if this is a primary concern, is to upgrade to our 2-Way Talking Pendant which allows direct communication through the pendant.

  • What if there is an emergency while I am or someone else is using the phone?

    In the event of an emergency, the Alert Base Station will interrupt any call on the phone that it is connected to and contact our emergency monitoring center.

  • What types of pendants are available?

    The standard Personal Help Button comes with all in-home systems. It includes the option to be worn as a necklace or on a wristband similar to a watch. The One Call Alert 2-Way Talking Pendant is available as an upgrade option with all in-home systems.

  • Do I speak directly into the pendant?

    With the standard Personal Help Button, the Alert Base Station acts as the receiver for your communication. You may choose the 2-Way Talking Pendant option which allows you to communicate with a One Call Alert Emergency Operator directly through the pendant.

  • What if the pendant gets wet?

    The standard Personal Help Button is highly water resistant and can be worn through any regular task. You should wear it at all times when home, even in the shower or bath. The One Call Alert 2-Way Talking Pendant is water resistant, but we recommend wearing a standard Personal Help Button in the shower or bath.

  • How often should I test the system?

    We recommend testing the system once a week by pushing the alert button on your pendant.

  • What is the life of the battery in the pendant?

    The battery in the pendant can last up to 5 years. We recommend weekly testing to ensure that the battery is still operational. If the battery runs out we will replace it at no cost to you.

  • What is the life of the battery in the Alert Base Station?

    The battery in the Alert Base Station can last up to 32 hours if the base station becomes unplugged.

  • What happens if I accidentally push the alarm button?

    We know accidents happen. When our Emergency Operator comes on the line to ask you if everything is ok, just explain that you accidentally pushed the alarm. There will never be an additional charge for false alarms.

  • Does the equipment come with a warranty?

    Your base station and pendant are both protected under a warranty with One Call Alert. As long as the issue occurred as a result of normal “wear and tear” we will replace it at no cost. Just call a Customer Care Representative at 1.800.994.1846. For more information, please see the Terms and Conditions Agreement.

  • What happens if the base station or pendant breaks?

    Your base station and pendant are both protected under a warranty with One Call Alert. As long as the issue occurred as a result of normal “wear and tear” we will replace it at no cost. Just call a Customer Care Representative at 1.800.994.1846. For more information, please see the Terms and Conditions Agreement.

  • Who should I call with equipment questions?

    Call one of our Customer Care Representatives at 1.800.994.1846 and they will be happy to assist you.

  • RESCUBE™ MOBILE

  • How does it work?

    The One Call Alert systems are designed with the customer in mind and are very easy to use. The ResCube Pro™ Mobile system consists of an all-in-one pendant that has a built-in microphone and speaker. In the event of an emergency, you just press the button on the ResCube Pro™ unit, and the system automatically calls our professional emergency call center. An Emergency Operator will speak to you through ResCube Pro™ and assess your situation. Our secure database maintains the information you provided for emergency contacts, and we will follow your approved call protocol to get you the help you need. Whether it is an emergency needing immediate medical attention or a minor issue just needing the assistance of a local family member or neighbor, we will be there for you.

  • Will it work in my area?

    ResCube Pro operates on the nationwide AT&T Cellular network. Check the coverage map here to see your level of service.  Simply select "Data" in the first menu, and "3G" on the second menu, then enter your address to see coverage in and around your neighborhood.

  • What if I’m outside the AT&T service area?

    ResCube ProTM requires an adequate cellular connection to function properly,  While AT&T coverage is fairly comprehensive nation-wide, if no cell service is available, the cellular strength indicator light will blink red and you'll need to move to an area with adequate cell coverage to complete the call.

  • What is the battery life? How often should I charge it?

    Depending on use, the battery is designed to operate on a single charge for 36 hours.  We recommend charging the device each night - simply place the ResCube Pro™ securely into the included charging cradle.

  • How will I know when the battery is low?

    The battery indicator light surrounds the central call  button, and shows the level of battery charge.  When the battery indicator light is green, the ResCube ProTM is adequately charged.  An amber light indicates that it is moderately charged, and needs to be charged soon.  A red light means the battery is low and should be charged right away.

  • How does the charger work?

    ResCube ProTM is charged using a charging cradle.  Using the included power cord, simply plug the charging cradle into a working electrical outlet.  ResCube ProTM should fit firmly and snugly in the charging cradle, and can take up to 4 hours to fully charge.

  • How long does it take to charge?

    ResCube ProTM will fully charge within four hours.

  • What happens if I press the button by accident?

    We understand, accidents happen!  When our Emergency Operator comes on the line to ask you if everything is ok, just say that you accidentally pushed the button. One Call Alert will never charge for a false alarm.

  • What if I push the button and I am unable to speak?

    For response protocol, please contact a customer care representative at 1-800-994-1846, option 2.

  • What if my loved one is lost – can I call their ResCube Pro™?

    No, only the Emergency Response center can communicate through a ResCube Pro™ after the button is pushed.  However, you can determine the last known location of the device by accessing your personal EverThere account.

  • How often should I test my ResCube Pro?

    We recommend testing your ResCube ProTM once per week, or whenever you are in a new location that you will be visiting frequently. (For example, a new grocery store, leisure activity, etc.)

  • Can I shower with ResCube Pro™?

    ResCube Pro™ is highly water resistant and designed to be worn in the shower or bath.

  • Does the equipment come with a warranty?

    Your ResCubeTM is protected under a one-year warranty with One Call Alert. As long as the issue occurred as a result of normal “wear and tear” within the first year of service, we will honor the warranty. In the event of gross damage or loss, a lost equipment fee will be assessed.  Call us at 1-800-994-2095 and ask a Customer Care Representative about our Protection Plan for an affordable way to upgrade your warranty to cover excessive damage or loss.

  • Who should I call with equipment questions?

    Call one of our Customer Care Representatives at 1-800-994-1846, option 2, and we will be happy to assist you!

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