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Frequently Asked Questions

Q. Do I have to sign a contract?

A. You make NO time commitment when you subscribe to LifeFone’s personal emergency response service. If you wish to cancel for any reason, just notify us by phone, email, or physical mail. We will stop billing you once we receive the equipment we provided to you at no charge, and we will pro-rate a refund to you based on any amount you have pre-paid.

LifeFone does provide you with a service agreement that clearly states the terms of service that we provide to you and your responsibility to pay for the service you receive, to provide us with your emergency contacts, etc. We ask you to sign that agreement as a responsible business practice. It’s one of the reasons why we are rated A+ by the Better Business Bureau.


Q. Do you automatically send an ambulance when I push the button or my fall detector sends an alarm?

A. No. Our first question to you is whether or not you have a medical emergency. Our second question to you is how you would like us to assist you. Many times, a subscriber does not need an ambulance. For example, a subscriber may need a simple lift assist and ask that we call a family member, friend or neighbor to come over and help.

We call an ambulance under the following circumstances:

  1. If you ask us to call an ambulance.
  2. If we can’t make voice contact with you, but we have received a signal from you (or your fall detector) indicating that you need assistance (in an emergency, some people aren’t able to speak), and
  3. If our customer care agents sense that something is wrong even if the caller thinks that she or he is ok. An example of this can be a caller showing signs of a stroke. When in doubt, we will always err on the side of caution, because our mission is to save lives.

Q. How much does it cost?

We have a full range of products and services designed to meet your individual needs.  Prices start as low as $24.95 per month.  Below, you will find a comprehensive list of pricing based on the type of protection you need, whether it is in and/or away from home, and with or without fall detection.

At-Home Landline Emergency Response Service

ProductDescriptionPricing
LifeFone
 Emergency Response Service

(Works with a telephone landline)
24/7 Assistance whenever you need help.  We notify emergency responders and any other people according to your needs and preferences.  Approx. 360 – 480 ft. range in any direction from the base unit – the size of a football field.  Works with landline, cable or fiber optic or Magic Jack phone service.  Does not work with cell phones.
  • $24.95/mo. effective rate, $299.40 Billed Annually.
  • $27.95/mo. effective rate;
    83.85 Billed Quarterly;
  • $29.95 Billed monthly

Shipping is waived with
the annual plan.

Note:  State sales tax applies in
CT, FL, NJ and NY.

*ACCESSORIES:

Additional Waterproof, Wearable Help Buttons
Can be worn as wristband or pendant and worn in the bath and/or shower.  Use as a spare or to protect another person living in your home.
  • $39.95 one-time fee

(2nd person in home gets 2nd pendant and monthly service at no additional charge)
Master Lock® Lock Box: Hanging or Wall Mounted Allows secure access to your home in emergency without responders having to break in.   Can be either wall-mounted or hangs around doorknob.  You choose the secret combination.
  • $39.95 one-time charge

Medi-Lok™
Lock Box

Key storage lock box only available in handing unit that fits around doorknob.  Has a rubber backing to protect door from scratching.  One combination opens the shackle and key compartment and the combination can be changed in seconds. Fits up to 5 standard size house keys

  • $29.95 one-time charge.

*If accessories sold separately (i.e. not at time of system purchase), add shipping charge of $5.95

At-Home Emergency Response Service - No Landline Required

ProductDescriptionPricing
LifeFone 3G – PERS Cellular Solution

(Works without a telephone landline)
24/7 Assistance whenever you need help.  We notify emergency responders and any other people according to your needs and preferences.  Up to 600 ft. range in any direction from the base unit.  Works accessing LifeFone’s cellular service using the AT&T 3G Cellular network, in any location where AT&T 3G service is available.
  • $32.95 effective monthly;
    $395.40 Billed Annually*.
  • $34.95 effective monthly;
    $104.85 Billed Quarterly.
  • $37.95 Billed monthly

*Shipping is waived with
the annual plan.

Note:  State sales tax applies in
CT, FL, NJ and NY.

*ACCESSORIES:

Additional Waterproof, Wearable Help Buttons
Can be worn as wristband or pendant and worn in the bath and/or shower.  Use as a spare or to protect another person living in your home.
  • $39.95 one-time fee

(2nd person in home gets 2nd pendant and monthly service at no additional charge)
Master Lock® Lock Box: Hanging or Wall Mounted Allows secure access to your home in emergency without responders having to break in.   Can be either wall-mounted or hangs around doorknob.  You choose the secret combination.
  • $39.95 one-time charge

Medi-Lok™
Lock Box

Key storage lock box only available in handing unit that fits around doorknob.  Has a rubber backing to protect door from scratching.  One combination opens the shackle and key compartment and the combination can be changed in seconds. Fits up to 5 standard size house keys

  • $29.95 one-time charge.

*If accessories sold separately (i.e. not at time of system purchase), add shipping charge of $5.95

At-Home Emergency Response Service with Fall Detection

ProductDescriptionPricing
LifeFone’s
In-Home Emergency Response Service with Fall Detection

(Works without a telephone landline)
LifeFone’s Fall Detection Pendant automatically sends an alarm to our Emergency Response Center if you fall.  Since no fall detection system detects 100% of falls, this system is also equipped with a standard help button for added security.  Up to 600 ft. range in any direction from the base unit.  Works accessing LifeFone’s cellular service using the AT&T 3G Cellular network, in any location where AT&T 3G service is available.
  • $38.95 effective monthly;
    $467.40 Billed Annually*.
  • $41.95 effective monthly;
    $125.85 Billed Quarterly*.
  • $43.95 Billed monthly

*Shipping is waived with
the quarterly & annual plan.

One free additional help button is included with all plans.  

Note:  State sales tax applies in
CT, FL, NJ and NY.

*ACCESSORIES:

Additional Waterproof, Wearable Help Buttons

Slightly thinner than the fall detection pendant, these help buttons are ideal for sleeping.  Can be ordered as a wristband or pendant and worn in the bath and/or shower.  Use as a spare or to protect another person living in your home.

  • $39.95 one-time charge
(2nd person in home gets 2nd pendant and monthly service at no additional charge)
Additional Fall Detection Pendants Ideal for a 2nd person in the home who also wants the security of a fall detection pendant.  These waterproof pendants can be worn in the bath or shower. 
  • $10/month added to your monitoring service fee billed monthly, quarterly or annually as per your selected billing plan you.
Master Lock® Lock Box: Hanging or Wall Mounted

Allows secure access to your home in emergency without having to break in.   Can be either wall-mounted or hangs around doorknob.  You choose the secret combination.

  • $39.95 one-time charge

Medi-Lok™ Lock Box Key storage lock box only available in handing unit that fits around doorknob.  Has a rubber backing to protect door from scratching.  One combination opens the shackle and key compartment and the combination can be changed in seconds. Fits up to 5 standard size house keys
  • $29.95 one-time charge
*If accessories sold separately (i.e. not at time of system purchase), add shipping charge of $5.95

At-Home and On-The-Go With GPS

ProductDescriptionPricing
LifeFone
In-Home and
On-the-Go GPS Emergency Response Service

(Works without a telephone landline)
Works 24/7 both in your home and anywhere you go in the U.S. within AT&T’s 3G Cellular network. Works with our phone service, not yours.  Range of up to 600 ft. from the base station and up to 350 ft. from the mobile unit.  It’s like having two systems for the price of one.  Works with a waterproof wristband or pendant, which can be worn in the bath or shower.  Installation is as easy as plugging in the power cord to each device.
  • $36.95 effective monthly;
    $443.40 Billed Annually*,
  • $39.95 effective monthly;
    $119.85 Billed Quarterly*.
  • $39.95 Billed monthly

Free monitoring for spouse.

*Shipping is waived with
the quarterly & annual plan.

One free, additional help button is included with the quarterly plan.

Note:  State sales tax applies in
CT, FL, NJ and NY.

*ACCESSORIES:

Additional Waterproof, Wearable Help Buttons

Slightly thinner than the fall detection pendant, these help buttons are ideal for sleeping.  Can be worn as wristband or pendant and worn in the bath and/or shower.  Use as a spare or to protect another person living in your home.  (NOTE:  If you choose Fall Detection, you already get one spare, regular pendant with your service).

  • $39.95 one-time charge
(2nd person in home gets 2nd pendant and monthly service at no additional charge)
Master Lock® Lock Box: Hanging or Wall Mounted Allows secure access to your home in emergency without having to break in.   Can be either wall-mounted or hangs around doorknob.  You choose the secret combination.
  • $39.95 one-time charge
Medi-Lok™
Lock Box
Key storage lock box only available in handing unit that fits around doorknob.  Has a rubber backing to protect door from scratching.  One combination opens the shackle and key compartment and the combination can be changed in seconds. Fits up to 5 standard size house keys.
  • $29.95 one-time charge
*If accessories sold separately (i.e. not at time of system purchase), add shipping charge of $5.95.

At-Home and On-The-Go With GPS & Fall Detection

ProductDescriptionPricing
LifeFone
In-Home and
On-the-Go GPS Emergency Response Service With Fall Detection Protection.

(Works without a telephone landline)

Works 24/7 both in your home and anywhere you go in the U.S. within AT&T’s 3G Cellular network. Works with our phone service, not yours.  Range of up to 600 ft. from the base station and up to 350 ft. from the mobile unit.  It’s like having two systems for the price of one.  Works with a waterproof wristband or pendant, which can be worn in the bath or shower.  Installation is as easy as plugging in the power cord to each device.

The LifeFone fall detection pendant, working with your LifeFone GPS service, summons help even if you can’t. Same range as the LifeFone GPS service that supports it as noted above.

  • $46.95 effective monthly;
    $563.40 Billed Annually*,
  • $49.95 effective monthly;
    $149.85 Billed Quarterly*.
  • $49.95 Billed monthly

Free monitoring for spouse.

*Shipping is waived with
the quarterly & annual plan.

One free, additional help button is included with all plans.

Note:  State sales tax applies in
CT, FL, NJ and NY.

*ACCESSORIES:

Additional Waterproof, Wearable Help Buttons

Slightly thinner than the fall detection pendant, these help buttons are ideal for sleeping.  Can be worn as wristband or pendant and worn in the bath and/or shower.  Use as a spare or to protect another person living in your home.  (NOTE:  If you choose Fall Detection, you already get one spare, regular pendant with your service).

  • $39.95 one-time charge
(2nd person in home gets 2nd pendant and monthly service at no additional charge)
Master Lock® Lock Box: Hanging or Wall Mounted Allows secure access to your home in emergency without having to break in.   Can be either wall-mounted or hangs around doorknob.  You choose the secret combination.
  • $39.95 one-time charge
Medi-Lok™
Lock Box
Key storage lock box only available in handing unit that fits around doorknob.  Has a rubber backing to protect door from scratching.  One combination opens the shackle and key compartment and the combination can be changed in seconds. Fits up to 5 standard size house keys.
  • $29.95 one-time charge
*If accessories sold separately (i.e. not at time of system purchase), add shipping charge of $5.95.

Q. Why does LifeFone’s 3G PERS Cellular Solution cost more than LifeFone’s landline-based service?

A. As with any cellular program, LifeFone incurs an activation fee and also a monthly charge for each residence we add to the program. These costs are in addition to the cost of monthly response service.

Q. How does your landline service compare to your 3G cellular service?

A. Traditional landline service remains the most reliable telephone technology available today. It does not require a cellular signal, and it is the least likely service to be disconnected in the event of bad weather. If you have a landline, then LifeFone’s Essential Emergency Response Service off using our landline-based connection is the most reliable and cost-effective choice.

That said, many people today no longer have landline service, and they still need the protection of a personal emergency response service. That’s why we are pleased to be able to offer them what we have found to be the most reliable personal emergency response technology available for those who do not have a landline in their homes.

The unit comes pre-programmed. Plugs into a phone jack in your home. If you currently have a phone there, then you unplug the existing phone line and plug it into the back of the medical alert console. Another cord will go from the console that we send you into your phone. A third cord goes into an electrical socket on your wall.

LifeFone’s 3G Cellular Solution offers state-of-the-art technology with some key advantages for our subscribers. The chart below compares the features of LifeFone’s cellular and landline medical alert systems:

FeatureLifeFone's At-Home Landline
Emergency Response Service
LifeFone's At-Home 3G Cellular - No Landline Needed
Subscriber Telephony Required Connects through a variety of landline phone services, including traditional landline, cable or fiber optic, or Magic Jack None. You access LifeFone’s cell service through AT&T’s 3G network. You do not need a landline or a cell phone.
Range/Waterproof
  • Between 360 and 480 ft. in any direction
  • Long-range transmitter available to provides signal range of up to 1,500 ft.
  • Waterproof pendant
  • Unit volume can be adjusted
  • Unit range of up to 600 ft.
    in any direction.
  • Waterproof pendant
  • Highly sensitive, unsurpassed voice detection.
  • Unit can be volume adjusted
Back-up battery power. Up to 32 hours of back-up battery power. We monitor battery and notify you if either base unit or pendant battery power is low. Up to 60 hours of back-up battery power. We monitor battery and notify you if either base unit or pendant battery power is low.
Easy installation One cord goes into the phone jack on your wall; another cord goes from the base unit we send you into your phone. A third cord goes into an electrical socket on your wall. Just attach and lift the antenna, then plug it into any electrical socket not attached to an on/off switch.
Competitively Priced
No time commitment required.
  • No activation Fee
  • $24.95/mo. Annual Bill
  • $27.95/mo. Quarterly Bill
  • $29.95/mo. Monthly Bill
Shipping is waived with the annual plan.
  • $32.95 per Month Billed Annually*
  • $34.95 per Month
    Billed Quarterly
  • $37.95 per Month
    Billed Monthly
  *Shipping is waived with the annual plan.

Q. Will your GPS service work anywhere I go – say if I go to the mall?

A. Yes.  LifeFone’s In-home and On-the-go Mobile (GPS) service works with AT&T’s 3G cellular network throughout the United States. You can use this link, adding your zip code to determine the coverage strength in your area.

http://www.att.com/maps/wireless-coverage.html#fbid=Owok467A3tU

NOTE:  We have cellular in home 3G service as well as mobile 3G service.   Our in-home cellular solution 3G service that works without a landline is not mobile service. This service works in and around your home and yard, up to 600 ft. in any direction from the base unit (as with all PERS service, the exact range depends on the configuration of your home and any walls or buildings that may be between the help button and the base unit).

One more thing to keep in mind about cellular coverage: Our system works with the AT&T 3G Network, which covers most people throughout the U.S. and Puerto Rico. To be sure that it will cover you please follow the link below and enter your zip code to determine coverage.

Use this link and enter the prospective subscriber’s zip code to determine coverage:

http://www.att.com/maps/wireless-coverage.html#fbid=Owok467A3tU


Q. Is it easy to install?

A. Yes. The LifeFone medical alert systems are very easy to install.  Our customers are typically able to install their system and test it with us in about ten minutes. We provide you with simple instructions and a picture of what goes where. If you have any questions, you can call our customer service center 24/7 and we will walk you through the process. Once the console and/or mobile units is/are plugged in, you press the emergency button on your system(s) to test that the machine is working properly and make sure that we can hear you from every room in your home.

For simple, clear directions for each system and a video for the landline system installation, click here:

http://www.lifefone.com/easy-system-setup.html

Landline Service Installation: The unit comes pre-programmed. All you need to do is plug it in to a phone jack in your home. If you currently have a phone there, then you unplug the existing phone line and plug it into the back of the medical alert console. Another cord will go from the console that we send you into your phone. A third cord goes into an electrical socket on your wall.

LifeFone 3G - PERS Cellular Solution: The unit comes pre-programmed. All you need to do is plug the unit into a wall socket that is not connected to an on/off wall switch.

LifeFone In-Home Service with Fall Detection:  The unit comes pre-programmed. All you need to do is plug the unit into a wall socket that is not connected to an on/off wall switch.

LifeFone In-Home and Mobile Service:  The unit comes pre-programmed. All you need to do is plug the unit into a wall socket that is not connected to an on/off wall switch.

LifeFone In-Home and Mobile Service with Fall Detection:  The unit comes pre-programmed. All you need to do is plug the unit into a wall socket that is not connected to an on/off wall switch.


Q. Can I have a second unit?

A. You really don’t need one.  Here’s why:   

A.In-home Service:  If you plan to travel for an extended period or relocate during the year, you don’t need a second unit. You can take your LifeFone service with you! Just call us 48 hours in advance of your relocation to give us your new landline number, address, and any new personal information for his profile. We can relocate a customer to anywhere in the United States, Guam, and Puerto Rico. When you arrive at your new location, make sure to call us once you’ve set up your unit so that we can guide you through a signal and voice range test in your new location. When you return home, simply follow the same procedure.

NOTE: Our 3G Cellular Solution service covers most people throughout the United States and Puerto Rico. It works with AT&T’s 3G cellular network. To check the coverage in your area, click on this link and enter your zip code:

http://www.att.com/maps/wireless-coverage.html#fbid=MU2YWQQ-uSG

If you live in a large home, you can purchase our long-range transmitter. Rather than paying for two subscriptions, for a one-time charge of $39.95 you can purchase our long-range transmitter that extends the range of your base unit up to 1,500 ft. in any direction (based on the configuration of your home). That’s approximately the length of over four football fields, which should be more than enough for the vast majority of even the largest homes.  We also have a limited supply of in-home units with longer ranges for those customers who want landline service and who live in homes larger than 3,500 sq. ft.  If you need more coverage than that, we suggest you consider our GPS service, which works with AT&T’s 3G cellular network and will cover you throughout the United States. 

If you have the LifeFone 3G Cellular Solution service, you will have coverage of up to 600 ft. in any direction from the base unit, which is sufficient for most homes and yards.

A.  You live with someone else:  If you live with someone else, you can both be protected with the same LifeFone subscription. LifeFone will provide a second pendant free of charge when two people are being protected in the same home. You both fill out a Personal Emergency Response Profile and let us know that there are two people covered at your residence.

Q.  Does LifeFone have a voice extender?

A. No.  We’ve found, and our subscribers have told us, that the cons of voice extenders outweigh the pros.  They tend to be heavy around your neck or wrist.  They are often not waterproof, and not comfortable to wear to bed.   The LifeFone long-range help button extends range of protection up to 1,500 ft. from base unit. You won’t be able to hear us nor will we be able to hear you at that long distance, but we will receive your signal and know that you need assistance. It comes with removable pocket or belt clip.

A. Consumers told us that our Mobile Emergency Response System provides them with a more practical solution to extending their voice range.  It comes with a small mobile unit (like a cell phone) that you can carry with you on your belt clip or in your purse, in your glove compartment, or anywhere within close to a football field near your location.  It also comes with a lightweight waterproof pendant or wristband that you wear.  This combination gives you a range of up to 350 ft. from the mobile unit, which can give you the benefits of a voice extender without the downsides that are mentioned in the paragraph above.


Q. Is the pendant waterproof?

A. Yes. Both our wristband and pendants are waterproof.


Q. How far does the pendant work?

A. The ranges are listed below.  Please note that the shortest range is actually quite long (up to 480 ft. in any direction) and is designed to protect a 3,500 sq. ft. home.  The reason we always say “up to” is because range can vary depending on the configuration of your home and any obstacles between you and the unit itself.

LifeFone System
Range
In-Home landline
From 360 ft. up to 480 ft. from the base unit in any direction
In-Home with Long-range Help Button
Up to 1,500 ft. from the base unit in any direction
(Limited Supply) In-Home landline
for the larger homes
Up to 1,000 ft. from the base unit in any direction
In-Home 3G (no landline)
Up to 600 ft. from the base unit in any direction
In-Home Fall Detection
Up to 600 ft. from the base unit in any direction
In-Home & On the Go
Up to 600 ft. from the main console and up to 350 ft. from the cellular unit in any direction
In-Home & On the Go
with Fall Detection
Up to 600 ft. from the main console and up to 350 ft. from the cellular unit in any direction.  Ideal for a two-story home.

Q. Where is your call center?

A. Both our home office and call center are in White Plains, New York. We have a back-up facility in Ogden, Utah.


Q. Is there a charge for shipping?

A. There is no charge for shipping if you select the annual billing option. You do pay for shipping the equipment to you if you select the monthly or quarterly billing option (currently, the cost is $11.95). We provide the LifeFone equipment to you at no charge. When you no longer need our service, we ask that you return it to us at your expense.


Q. Do you have to have a land line?

A. No. We offer both cellular and landline solutions.  LifeFone connects through a variety of landline services, including plain old telephone service (POTS), cable or fiber optic, or Magic Jack in the home, where the majority of falls occur and where seniors are most likely to be alone and unable to get help. Landlines in particular are designed to work in emergencies even when the power, cable and/or Internet service is out. LifeFone does not currently work with cell phone service.

We also have solutions that work with our cellular account and service (they work independently of any phone service you have).  These solutions work both in the home and on the go.


Q. What happens if there is a power outage?

A. Once your LifeFone system is installed and tested, our landline and 3G equipment is self-checking and notifies the response center if it detects a power failure or low battery, so you don’t have to worry about it.

All of our systems come with a back-up battery to keep you protected during a power outage.  For more information about the battery life of each system, click here.

Your LifeFone Landline Service is equipped with a back-up battery that will provide service for 32 hours should you lose power. The Essential Service uses a landline and always requires a dial tone.

LifeFone’s 3G cellular service provides 60 hours of back-up battery power in the event you lose power.

LifeFone’s Fall Detection service provides up to 30 hours of back-up battery power, and our On the Go mobile device battery lasts up to 24 hours.


Q. How long does the back-up battery last?

A. Once your LifeFone system is installed and tested, our landline and 3G equipment is self-checking and notifies the response center if it detects a power failure or low battery, so you don’t have to worry about it.

All of our systems come with a back-up battery to keep you protected during a power outage.  For more information about the battery life of each system, click here.

Your LifeFone Landline Service is equipped with a back-up battery that will provide service for 32 hours should you lose power. The Essential Service uses a landline and always requires a dial tone.

LifeFone’s 3G cellular service provides 60 hours of back-up battery power in the event you lose power.

LifeFone’s Fall Detection service provides up to 30 hours of back-up battery power, and our On the Go mobile device battery lasts up to 24 hours.