FAQ. Medical Alarms, Emergency Alert & Response Systems.

GENERAL

1. Can I do my own installation?
Yes. Installing your EARS™ system is very simple:
  1. Locate a working phone jack.
  2. Locate an electrical outlet that is not controlled by a switch.
  3. Plug the phone cord into your EARS™ (line) and then into the wall phone jack.
(If you also want a phone at this location, plug the phone jack into the phone outlet on the unit.)
  4. Plug your EARS console into the electrical outlet and screw it in.
  5.Turn the battery on. The on/off switch is located on the back of the console.
  6. After installation, you must test the service. See Question 2 for instructions on testing.
To print out the installation and test instructions in PDF form, click here.
If you do not have Adobe Acrobat Reader, click here.

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2. How do I test my EARS equipment and the service, and how often should I test it?
You should test the equipment and service right after installation and once a month thereafter. We suggest you use the day of your birth to make testing day easy to remember.

To test the service, press the portable emergency button and wait for the monitoring station to talk to you. Make certain they can also hear you. Have the operator confirm your account number and name.

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3. If I press the remote transmitter button or the unit emergency button by mistake, what should I do?
You can turn the alarm off by pressing the Clear button on the console. Your EARS unit will still send the signal to the monitoring station. When the Personal Response operator speaks to you through the unit, just tell them it was a mistake and that there is no emergency.

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4. How can I change the information I originally gave Personal Response, such as phone number, responder information, etc.?
Call us toll-free at 1.866.998.6824 (1.866.99.TOUCH) and give us your new information. We'll update your account.

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5. How do I refer a client or friend?
You can click here to send them a link to our site, or you can tell them to call us at 1.866.998.6824 (1.866.99.TOUCH).

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6. How do I avoid monthly fees?
Now you can avoid monthly fees with The Personal Response EARS™ Program!
That's right! This is a unique offering from your EARStm provider! You now have the option to purchase your EARS equipment outright. When you do, you'll receive your EARS console and pendant with a one-year factory warranty and one year of prepaid monitoring. After the initial period, if you want to continue with your EARS™ program, just renew your monitoring (at a discount) and you're all set! And any time you wish to cancel, you will receive a prorated refund for any monitoring not used. Add it up! If you think you'll have your EARS unit for two years or more, this is the deal for you! We will even offer to buy back your EARS unit once you are no longer a subscriber.
For more information, view our Terms of Service.

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TROUBLESHOOTING

1. Do you perform maintenance checks on the equipment?
All of our EARS units automatically check in with us every day and whenever there is a problem. If we find a problem with your EARS unit, we will either fix it remotely or send you a new one at no additional charge.

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2. Where do I call if I think the machine needs service?
Call our toll-free line for any technical help you may need. The number is 1.866.998.6824 (1.866.99.TOUCH).

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3. The green or red light is flashing. What does this mean?
The green light is the power indicator. It lights up when the console is on and plugged in. The green light blinks slowly when the battery is charging and blinks quickly when the console is not plugged in and is using battery power instead.
When the red light is flashing, it means the console is sending a signal to the monitoring center. This happens once each day to validate that your EARS equipment is working properly.
Important: When the red light is flashing, do NOT use your telephone because it will interrupt the communication process. The red light is also the trouble indicator. It is normally off, but will blink slowly when a transmitter has a low battery. You will receive a call from a Personal Response representative regarding a replacement. If for any reason you do not receive a call, you should call us toll-free at 1.866.998.6824 (1.866.99.TOUCH).

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4. What if we have a power outage at home?
Unlike most digital phones, your EARS unit can still dial out when the power fails. The unit's battery backup automatically activates when the system detects a power outage. The battery is designed to last up to 32 hours. When the power is restored, the battery will recharge.

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SERVICE

1. Is the monitoring center available 24 hours a day, 7 days a week?
Yes, and you will always speak to an operator, not a machine. That's the Personal Response way.

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2. How far can I be from my EARS console and still request help?
The system works in virtually any room in your home within about 500 feet.

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3. What if I can't speak when I press the emergency button?
The Personal Response operator will call emergency services if they get no response from you.

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4. How do I return return the equipment when it's no longer needed?
Save the box to use to return the unit. When you're ready to return it, call our offices at 1.866.998.6824 (1.866.99.TOUCH) to cancel your monitoring account, and we'll give you a Return Merchandise Authorization (RMA).
For more information, view our Terms of Service.

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5. If I move my residence, can I still use my EARS unit?
Yes. Just take it with you and before you plug it in call us at
1.866.998.6824 (1.866.99.TOUCH). We'll update your information and you're good to go!

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6. Our Guarantee:
Personal Response Corp. Our Guarantee.

For more information, view our Terms of Service.

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7. Can two Personal Response users live in the same house?
Yes. Coverage for an additional person in the same household is no extra charge, but each person should have his or her own pendant (emergency button).

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