Fault Handling Process (Safe Home Hub)
In the rare instance you experience trouble with a monitored alarm within your community, please follow the below process to help our team resolve the issue as quickly as possible.
Interference with a DAKtel equipment installation (although well-intentioned) without our support team's direction could be deemed an offence under the Telecommunications Act 1997 or Criminal Code Act 1995.
We greatly appreciate the on-the-ground assistance from community staff, but it’s important to remember that the erroneous interchanging of equipment or parts (i.e., SIM cards) will create additional issues, many not apparent to an end-user. Our support team will direct you if equipment changes are required, using your supplied spare inventory.
Process
- Turn the base unit OFF using the switch at the back.
- Turn the mains power off using the power point switch and wait 30 seconds.
- Check the mains power cable is securely connected and turn it back on at the power point.
- Turn the base unit ON using the switch as the back and wait 30 seconds.
- Check the 4G status LED Indicator
- Steady indicates a connection
- Flashing indicates no signal. Try locating the base unit elsewhere to obtain a signal.
- If you’re still experiencing trouble, please email support@myhomefone.com.au to lodge a trouble ticket.
If your matter is urgent, please phone our support team once you receive your ticket number via automatic reply.
This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.
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