Fault Handling Process

In the rare instance you experience trouble with a monitored safe home hub alarm within your community, please follow the process below 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 genuinely appreciate the on-the-ground assistance from community staff. However, please do not interchange equipment or parts (i.e., SIM cards), as this can cause additional issues, many of which may not be immediately obvious. If any equipment changes are required, our support team will guide you using the inventory within your Onsite Spares Container.

Process

1. Turn the base unit OFF using the switch at the back.
   
2. Turn the mains power off using the power point switch and wait 30 seconds.
   
3. Check the mains power cable is securely connected and turn it back on at the power point.
   
4. Turn the base unit ON using the switch as the back and wait 30 seconds.
   
5. Check the 4G status LED Indicator
   
1. Steady indicates a connection
   
2. Flashing indicates no signal. Try locating the base unit elsewhere to obtain a signal.
   
6. Test the SOS Function, let the operator know you’re performing a test on a resident’s device.
   If you encounter communication issues during the call, phone 02 8000 9151 (Option 2) immediately to report a false alarm.

Still Need Help?

• Non-Urgent Support: Email us at support@myhomefone.com.au to log a support ticket. Remember to include the alarm's location.

• Urgent Issues: Once you receive your automatic ticket confirmation, please call our support team and provide your ticket number for faster assistance.

This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.

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