Customer Support - FAQ's
Product & Service General Information
Yes. If you change your phone number, it's important that you call Lifeline and let us know!
If you have recently switched to a “non-traditional” telephone service, such as Broadband/VoIP/digital, call us at (204) 956-6777 or toll-free in Manitoba at 1-888-722-5222. These new services may have potential risks when paired with Lifeline. You should always test your Lifeline Service after changing phone service providers to confirm it is working properly.
The Lifeline service has also been tested with leading fiber optic telephone service providers and we have not found any compatibility issues. Please note, some fiber optic options require a back-up battery for your telephone service to work during power outages. If your telephone service provider’s fiber optic service requires one, you need to ask them for a back-up battery in order for your Lifeline equipment to work during a power outage. There may be a charge from your telephone service provider for the back-up battery.
- Go to the subscriber’s home quickly (using key provided). If you cannot respond immediately, let the Response Centre know.
- At the subscriber’s home, press the Reset Button on the home communicator. When unit stops flashing, press the Help Button. If the home communicator does not have a Reset button, push the Help Button.
- The Personal Response Associate will speak to you through the speakerphone on the Lifeline unit. Give the status of the subscriber and indicate if emergency services are needed.
- Remain with the subscriber until appropriate help has arrived. If subscriber is taken to the hospital, please lock their door. For those using the GoSafe Service, the Primary Mobile Responder may be asked to respond to an alarm if it has been placed outside the home.
• If our Response Centre can identify the location and emergency services are not needed, we will advise where the subscriber can be found.
• If we cannot determine the location , we may inquire about the subscriber’s possible whereabouts.
Important: Call (204) 956-6777 or toll-free 1-888-722-5222 if a Responder’s information changes. This may include changes to home, cell, or work numbers.
If you have a second address where you often go, like the cabin for the summer, we can create a second profile in our system, and you may be able to bring your Lifeline service with you. Contact our office at (204) 956-6777 or toll-free in Manitoba at 1-888-722-5222 for more details.
Your home communicator has a backup battery. If you lose power, the backup battery begins to work automatically. The backup battery can last up to 30 hours.
If the communicator battery needs to be replaced, a silent signal will be sent to Lifeline and one of our representatives will contact you to arrange for replacement.
Please contact our office to cancel your service. Once the service is canceled, your automatic payments will stop after the cancellation month. The equipment must be returned to our office in Winnipeg or your local program by the end of the cancellation month to avoid any further charges.
Medical Alert Button Information
HomeSafe Service FAQs
The neck cord can be shortened or lengthened using the following process:
To shorten: With the flat tab between your first finger and thumb of each hand, slide both tabs apart in line with your shoulders.
To lengthen: Pull one strand off the neck cord while sliding the tab to the back. Repeat on the other side.
Lifeline neck cords contain a special fuse designed to breakaway under certain conditions to reduce the remote risk of strangulation. If the neck cord breaks apart, contact Lifeline or your representative for a free replacement. Please note that you should never tie a knot in the neck cord as it could prevent the break-away feature from working properly and creates a risk of strangulation.
Yes. If you are away more than one night, we recommend bringing your GoSafe button, the charger, and the Home Communicator base. If you know in advance you will be travelling, let us know so we can set up a temporary profile and review what you need to do. Please notify us when you have reached your destination and always send a test call through.
If you have the GoSafe 2 version supplied with your service (not paired with a communicator), make sure to take the charger with you.
No. We cannot monitor GoSafe subscribers outside Canada. Please refer to your Service Agreement for more information.
Battery life varies based on your activity level, time spent away from your Home Communicator, and actual emergency use. In general, we recommend that you charge your GoSafe Mobile button daily if possible.
Whenever it needs to be charged, your GoSafe Mobile Button will chime once, and the light will flash orange. Typically, it takes less than 45 minutes to charge. Your GoSafe button is fully charged when it chimes, and the light turns to a steady green.
Your GoSafe button must be charged using the charger provided. Refer to the Instructions for Use for more information.
Depending on usage, you may only have to recharge your GoSafe button once a week. But you should charge it whenever the system so indicates. We recommend charging your GoSafe Mobile button daily if possible.
The Communicator is designed to provide up to 30 hours of battery backup charge when power in the home is lost. If the backup battery charge on the Communicator depletes, the GoSafe pendant is designed to “see” that the home communicator is no longer available and switch to mobile (cellular) mode. For landline communicators, this assumes the phone line is active despite loss of AC power. For wireless communicators, this assumes that the cellular network is still operating during the power failure.
Please note, some fiber optic options require a back-up battery for your telephone service to work during power outages. If your telephone service provider’s fiber optic service requires one, you need to ask them for a back-up battery in order for your Lifeline equipment to work during a power outage. There may be a charge from your telephone service provider for the back-up battery.
If you have the GoSafe 2 version supplied with your service (not paired with a communicator), your battery life will depend on when you last charged it and how active you have been.