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, please do not interchange watch components or 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.
Check that the Watch is Powered On
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SOS Watches are designed to stay powered on at all times, even when not being worn.
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If the screen remains blank, the battery may be flat. Charge the watch for at least 90 minutes before further testing.
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To turn the watch back on after charging, press and hold the bottom silver button on the right side until the Daktel logo appears and a chime is heard.
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Reboot the Watch
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Press and hold the bottom silver button for 15–20 seconds to reboot.
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If the watch is unresponsive and will not reboot, allow the battery to run flat, then recharge and try again.
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Check Mobile Signal Strength
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Ensure the mobile signal shows at least 2, preferably 3 bars.
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If signal bars aren't visible, change to the default watch face to display them in the top-left corner of the screen.
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Test Incoming Calls
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Place a call to the watch and answer it to verify call quality.
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Test the SOS Function
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Press and hold the red SOS button to place an outbound call to the response centre.
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Let the operator know you’re performing a test on a resident’s device.
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If you encounter communication issues during the call, phone 02 8000 9151 (Option 2) immediately to report a false alarm.
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Still Need Help?
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Non-Urgent Support: Email us at support@myhomefone.com.au to log a support ticket. Remember to include the watch's phone number, plus the name and date of birth of the wearer.
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Urgent Issues: Once you receive your automatic ticket confirmation, please call our support team and provide your ticket number for faster assistance.
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