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Frequently Asked Questions

System Requirements and Operations

Can I set up the EM24 Alert medical alarm system myself?

Absolutely – it takes just four simple steps to complete the set up (see below). We also provide a detailed, illustrated guide with each unit we ship to explain the process step-by-step.

1) Connect Power Source:

Insert the electrical cord into the back of the base unit. The other end should then be connected to a nearby electrical outlet.

2) Connect Telephone Line:

Insert the provided phone line into a nearby jack and then insert the other end in the back of the base unit.

3) OPTIONAL — Connect Pendant to Telephone:

To answer your phone using the pendent, insert a second phone line into the base unit and connect it to the phone.

4) Test Your System:

Call EM24 Alert at 1-800-200-7944 with your Account Number and Passcode, which are provided with your pre-programmed equipment.

What do I need to install the EM24 Alert system in my home?

All that is needed to operate the EM24 Alert system in your home is an operational telephone jack and an electrical outlet.

Where should I install the EM24 Alert system in my house?

The most important consideration for choosing the location of the base unit is proximity to an electrical outlet and a phone jack. Without these, the system cannot operate.

Ideally, the base station will be installed in a central location within the home to maximize the coverage area to ensure clear communication with EM24 Alert monitors should it ever be needed.

I just installed my new EM24 Alert medical alarm system and the red alarm/status light is flashing. What should I do?

The first thing to check is that the electrical power source is securely installed into the back of the base station and the outlet on the wall. When the base station is operating on the backup batteries, it will announce “Running On Battery Power” twice and the RED Power LED will continue to flash.

If the light continues to flash red after checking the power source, there may be a problem with your electrical outlet.

How do I test my medical alarm system?

After the system components are installed, call EM24 Alert at 1-800-200-7944 with your Account Number and Passcode, which are provided inside with your pre-programmed equipment.

How often should I test my personal emergency response system?

Using the built-in tester on the back of the pendant, you should perform two types of tests twice each month.

To test the battery in the pendant, press the gray Battery Check / System Check button on the back of the unit. A voice announcement will inform you of the battery condition with one of the following messages:

“Battery is OK.”

“Battery is low.”

“Replace battery now.”

To test the other system components, press the gray Battery Check / System Check button on the back of the pendant and hold it down for four seconds.

One of the following announcements will be made:

“All systems are OK.”

“System cannot detect dial tone” / “System cannot detect phone line.”

“Base and Pendant out of range.”

This last testing feature is very useful. It allows you to confirm that the system has coverage from all parts of your home. Simply walk to different areas of your home and push the Battery Check / System Check button until you hear the dial tone.

My package was missing an item—whom should I contact?

Each system will be shipped with a base unit, pendent, belt clip, wrist strap, AC power adapter, lanyard, phone cord, two lithium-ion batteries and four AA batteries. Please note that the batteries will be installed in the pendant and base station before shipping, so there will be two open areas within the plastic molding that contains the system components.

If you are missing any of these components, please call us at 1-800-448-0991.

Will my EM24 Alert system work if my telephone line goes out?

No. Telephone connectivity is needed for the system to communicate with EM24 Alert.

Will my EM24 Alert system work if there is a power outage?

Yes, your system will continue to operate on battery back-up power during a power outage.

The base station’s four installed batteries will provide up to 24 hours of operation in the event of a power failure and a fully charged pendant will allow for an hour of talk time, which is more than ample to report an emergency.

How far away from the alarm base will my pendant work?

The operating range of the system depends on many factors including intervening walls, electrical interference and the use of various appliances such as vacuum cleaners, refrigerators, microwave ovens and other sources of electrical noise.

The EM24 Alert system should provide coverage throughout an average-sized home and even a short distance into the front, side and back yards.

However, it is recommended to test the range after the system has been installed. To perform a range test to determine the boundaries of the system, simply walk to the various parts of your home and push the Battery Check / System Check button on the back of the pendant until you hear a dial tone.

You will then receive a voice status report:

“System Check: All Functions are OK.”

“Pendant and Base out of Range.”

Can system information be changed after the system is ordered and / or installed?

Yes, all system information can be changed after the system has been installed in your home. This can be done online or by calling 1-800-448-0911.

What if the operator can't hear me?

Generally, two-way voice communication is automatically established between the Subscriber/User and EM24 Alert operators. If EM24 Alert receives an activation and no two-way voice communication is established or the communication is unintelligible, EM24 Alert will initiate the following pre-defined emergency notifications procedures: 1) attempt to establish phone contact with the premise; if that fails; 2) notify one or more people on the Subscriber/Users Emergency Contacts list to determine if they will respond to the Subscriber/User’s activation or if they want EM24 Alert to notify emergency responders, if that fails; 3) notify emergency responders.

How do I get new batteries for my emergency help button or alarm base station?

Special lithium ion batteries are used to power EM24 Alert pendants. It is strongly recommended that you only purchase replacements through the EM24 Alert products page at least every two years.

Standard AA alkaline batteries power the EM24 Alert base station. Replacement batteries can be purchased at many different retail stores.

Does the EM24 Alert system use voice to voice (2-way) communication?

Yes, the EM24 Alert system enables two-way conversations between the user and an EM24 Alert monitor. When an emergency signal is received, an EM24 Alert monitor will initiate a conversation with the user through the pendant and/or the mounted wall communicator. Additionally, the user can speak into (or nearby) either of these two devices and the EM24 Alert monitor will be able to hear the user.

Do I need to have a dedicated phone line to use the EM24 Alert system?

No, you do not need a dedicated phone line. When the EM24 Alert base station is connected to the existing phone line, is establishes a “line-seizure” function. When the emergency call button is pushed, the base station automatically clears the phone line and immediately makes a call to the EM24 Alert monitoring station.

What if I have VoIP or DSL for my phone service?

EM24 Alert is capable of operating with digital phone lines or Voice over Internet Protocol (VoIP) services, such as Skype, MagicJack, Vonage, Comcast, Fox, etc.

What if there is an emergency while someone is using the phone?

If a person is using the phone and there is call for help from the EM24 Alert system, the call will automatically be disconnected and the base station will immediately make a call to the EM24 Alert monitoring station.

How will I know if the unit gets unplugged accidentally?

If the base station loses its power source from the AC adapter, it will automatically switch to operate on the back-up battery power. When the unit is operating on the backup batteries, it will announce “Running On Battery Power” twice and the red Power LED will flash continuously. If power is not restored within an eight-hour period, the unit will begin to announce “Running On Battery Power” once every 30 minutes until AC power is restored or the back-up batteries are depleted.

How do I use the pendant - do I speak into it?

Yes, in the event of an emergency, press the button on the front of the pendant for four seconds, which dials the EM24 Alert monitoring center. You will first hear beeping, then the dial tone sound, followed by more beeping tones. After about 10 seconds, the EM24 Alert monitor will have established full connectivity with your system.

You would then hold the pendant like a telephone and speak into it to have a two-way voice conversation.

What is the life of the battery in the base station?

The Base unit requires 4 rechargeable 2400 mAH NiMH batteries (included). Unlike the Pendant battery, these are readily available in stores. They will provide you with up 24 hours of battery backup protection in the event of a power failure. They will not be damaged by continually charging in the base unit. The ratings on these can be 2400 mAH or higher.

When you first get your unit - these batteries will probably be low, or even fully discharged - and will need to be charged overnight before being able to provide you the 24 hour battery back-up protection.

What is the life of the battery in the pendant?

The Pendant requires one of the white Li-Ion (Lithium Ion) batteries at any given time. The pendant should be able to run more than 4 months on a fully charged battery with 1 hour of talk time when fully charged. The second battery is to be charging in the Base unit when not being used in the Pendant. There is no problem of over charging while in the Base charger.

The Pendant Batteries are shipped from the factory with a partial charge, and will only standby a short period of time. It is recommended to exchange the battery that is in the base charger with the battery in the pendant after the first day of use. This will ensure the battery in the pendant is fully charged and will standby several months before needing to be exchanged/charged again.

How do I test my system batteries?

You can check the Pendant battery status at any time by simply pushing the gray battery test button on the back of the Pendant for a second.

A voice announcement will inform you of the battery condition, with one of the following messages being issued:

"Battery is OK:" Please check the battery condition twice a month.

"Battery is low:" The battery should be replaced within the next week.

"Replace battery now:" The battery should be replaced now.

The Base batteries are constantly being charged in the unit.

Please note that the voice prompts “Battery is OK” etc only apply to the pendant battery - not to the status of the base unit’s batteries. It is recommended that you replace the base unit batteries with a new set of similar batteries every two years.

What system repair/replacement service is provided with the EM24 Alert System?

EM24 Alert will make sure your system is fully operational during the initial testing procedure and basic troubleshooting will be provided any time it is needed. However, system maintenance such as battery replacement and periodic system checks are the sole responsibility of the user.

What if the pendant gets wet? What happens if I drop my base or pendant?

The EM24 Alert pendant is rated as “water resistant,” which means it can function properly if it becomes wet as a result of spraying, such as in the shower. However, if the pendant is submerged, such as in a bath, you may experience problems with the unit.

If either the pendant or the base are dropped, it is best to test the system by pressing the gray Battery Check / System Check button on the back of the pendant and hold it down for four seconds.

One of the following announcements will be made:

“All systems are OK.”

“System cannot detect dial tone” / “System cannot detect phone line.”

“Base and Pendant out of range.”