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
Order Spare Parts & Accessories
Click here to order SOS Watch parts and accessories. Please have your purchase order ready. This article's audience is for registered Support at Home service providers only. For myhomefone retail consumer support, click here for the main menu.Order Spare Parts & Accessories
Click here to order SOS Watch parts and accessories. Please have your purchase order ready. This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.Fault Handling Process
If you encounter any issues with a monitored SOS Watch in your community, please follow the steps below to help our team resolve the issue promptly and effectively. We genuinely appreciate the on-the-ground assistance from community staff. However, ...Resident 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. ...Watch User Information Form Template
The following information applies only to communities operating under a fully subsidised model. Click here for co-funded services. Please submit new service details using this portal's "Add New Service" online form. This integrated form streamlines ...
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 ...