Knowledge Base
Tech Support
FAQs, setup guides, help & general information for any of our retail consumer products and services.Accounts & Billing
Learn how to read your bill, make payments or changes to your account or services.Network Status & Outages
Check if your area is affected by planned maintenance or unforeseen incidents that can impact your service.Announcements & Updates
Important news about our products and services including update notes about new features released.Senior Living Operators
FAQs, help & processes for our product suites supporting the management of retirement and aged care communities.Support @ Home Providers
FAQs, help & processes for our product suites supporting in-home aged care service providers.
Recent Articles
Managing Temporary Resident Relocations (Professional Monitoring)
In some situations, a resident may need to be temporarily relocated, for example, if their unit becomes uninhabitable due to flood damage. While it may seem convenient to move their existing Safe Home Hub with them, this is not permitted. Certain ...Quick Start Guide – DX-9 SOS Watch
A digital copy of the Quick Start Guide for the DX-9 SOS Watch is available at the bottom of this page. A printed version is also included with every watch. Finding A Watch’s Phone Number All watches can receive inbound calls, regardless of the plan. ...Quick Start Guide – DX-9 SOS Watch
A digital copy of the Quick Start Guide for the DX-9 SOS Watch is available at the bottom of this page. A printed version is also included with every watch. Finding A Watch’s Phone Number All watches can receive inbound calls, regardless of the plan. ...Frequently Asked Questions (Optus Roaming)
Frequently Asked Questions for roaming with services using the Optus Mobile Network. Q. What happens if I travel to a country not covered by a roaming pack? A: Standard Roaming Rates apply (Zone 2). Roaming may not be available in all countries. In ...How does it work on Optus?
Before You Travel: Contact us before you depart to discuss available options and confirm whether international roaming is supported on your plan. Please note that roaming is disabled by default. If you are already abroad, we may be unable to enable ...
Popular Articles
Troubleshooting Challenges Making Outbound Calls
Here are some useful tips if you're experiencing problems making outbound calls: Verify the correctness of the phone number: - Is the phone number correct and in use? - Can you successfully call other numbers without any problems? - Have others been ...Is your 4G device ready for the 3G network shutdown?
Just in case you’re not already aware: 3G network services are currently in phase-out. All carriers are expected to complete their 3G network service closure during 2024. You will require a 4G device with VoLTE calling capability to stay connected. ...Resident Information Form Template (Professional Monitoring)
Please submit new resident details using this portal's "Add Resident" online form. This integrated form streamlines the provisioning of new services and eliminates the need for scanning, emailing paper forms, and manual processing. For your ...Resident Quick-Start Guide – Safe Home Hub
Select the download attachment icon below to access the current version. Daktel recommends printing this guide and distributing it to residents to be placed in a prominent location, such as on their fridge door. This will help ensure they remain ...Add or remove Authorised Person/s
When you setup an account with us, the Primary Contact is the Account Holder, who, by default, has full authority to act on their account. Account Holders can add or remove Authorised Billing or Secondary Contacts to help manage their account and ...