Troubleshooting Alarm System Alert Notifications
Senior Living Operators, click here for details specific to your fleet solution.
MyHomeFone’s proprietary monitoring platform ensures that all professionally monitored home and personal alarm systems function correctly by alerting any issues that may prevent proper operation in an emergency. For this to work effectively, equipment for active services must remain powered on at all times.
The platform actively monitors for technical issues, referred to as “Silent” or “System” alarms. When these issues are detected, notifications are sent via email to the designated maintenance or support contact listed on the account. These issues must be addressed promptly, as they are critical for the equipment user’s welfare in an emergency.
Listed below are the types of alarms for system issues and the action required by the maintenance or support contact to remedy them.
Personal Alarm Watch |
SILENT ALARM TYPE | ACTION REQUIRED |
Low Battery | The battery has dropped below 20%. Connect the watch to the supplied charger as soon as possible to avoid reaching a critical battery level. Note: The watch is designed to stay powered on at all times and should be recharged nightly, ideally at the wearer's bedside. The standby battery life is up to 4 days, but regular nightly charging is recommended to ensure uninterrupted functionality. |
Missed Periodic Check | The watch has lost its connection to the monitoring platform. Please ensure the watch is powered on, has sufficient battery life, and is located in an area with adequate mobile network coverage. After checking these conditions, contact support to verify the latest status. |
Safe Home Hub |
SILENT ALARM TYPE | ACTION REQUIRED |
Lost Link | A handset or RF transceiver accessory has lost connection with the Safe Home Hub base unit. Ensure all devices are within the premises. If the hub's blue indicator light continues flashing, please contact support for further assistance. Note: Pendants are designed for use within the home, including the front and backyard areas. They should be left at home when going out. A recommended spot is near the front door, making it easy to put back on upon returning. Taking the pendant out causes excessive battery drain and triggers Lost Link alerts. |
Low Battery – RF Transceiver (e.g., Pendant) | Replace the battery; click here to learn more. If battery replacement isn't possible, a replacement RF transceiver accessory can be purchased by contacting support. |
Low Battery – Hub Base Unit | The hub contains a built-in backup rechargeable battery that activates during power outages. Check that the power cable is securely connected to the power socket and is working correctly. Note: The hub’s battery is designed for long-term use and cannot be self-replaced. If the issue persists, please contact support. |
Missed Periodic Check | The hub has lost connectivity with the monitoring platform. Ensure the hub is at its original tested installation location and connected to mains power. After checking these conditions, contact support to verify the latest status. If the hub’s white indicator light is flashing, this indicates a lost connection to the mobile network, possibly due to poor coverage. |
Power Removed – Hub Base Unit | The hub relies on mains power for regular operation. If the unit is running on backup battery and no known power disruption exists, there may be an issue with the power connection. Check that the power cable is securely connected to the power socket and is working correctly. Note: The backup battery will only support the unit for up to 48 hours. |
Power Restored – Hub Base Unit | This alert confirms that the hub's mains power was successfully restored following a previous "Power Removed" notification. No further action is required. |
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