LifeConnect24 Reviews

Name: LifeConnect24
Address: 42 Barnard Rd, Bowthorpe Employment Area,, Norwich, Norfolk
Rating: 4.68

4.7 Rating 7,859 Reviews

94 %

of reviewers recommend LifeConnect24

4.7

Based on 7,859 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	95%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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LifeConnect24 5 star review on 26th November 2024

LifeConnect24 5 star review on 5th March 2022

Steven North

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately it was unsuitable for my mother as she wanted to be able to speak to someone. So it was returned. Also we had to pay a cancellation fee which was not pointed out at time of purchase.”

Helpful Report

Posted 2 years ago

Dear Caroline, Thank you for taking the time to leave your feedback today. I am sorry to hear that you were unhappy with some aspects of the cancellation process. I can confirm that I have arranged further assistance on this matter, which I have confirmed has ameliorated the matter for you. I hope you enjoy the rest of your day. Kind Regards, Cordelia

Posted 2 years ago

“Original alarm stopped working. Contacted you and a new one was sent. This one didn't work. Contacted you again, was promised another one sent out, nothing received so contacted you again. Finally another one arrived and this one worked. Just glad nothing happened to my Mother during the weeks she was without an alarm”

Helpful Report

Posted 2 years ago

Dear Rosalie, Thank you for taking the time to leave your feedback regarding the Service today. I am sorry to hear that you have had a negative experience with your Personal Alarm Service. I would like to confirm that I have compiled a log of your feedback and have raised it with the relevant departments to help ensure that a similar accident does not occur in future. If you require any additional assistance, please feel free to get in touch with us. You can do so by either contacting our Customer Service Team at 0800 999 0400 or by emailing info@lifeconnect24.co.uk. Kind Regards, Fiora

Posted 2 years ago

“The reason for this review is that I previously I had received an email to renew the annual subscription. Subsequent to that email and renewing the subscription, I have received acknowledgements of my Order for a "New" Lifeline, not for a renewal of the service. This review is all about a physical delivery by a courier/post which isn't relevant. So assuming the annual service continues, for which I have had no confirmation, then the service by Lifeline is OK. The questions below are irrelevant and Lifeline needs to work with you so that irrelevant reviews are not sent to existing customers and appropriately worded emails are sent out to indicate that the service has been renewed and not that a new unit has been sent !!!”

Helpful Report

Posted 2 years ago

Dear Myra, I would like to thank you for providing us with your feedback at this time. We welcome comments of any nature, as they facilitate the improvement of the Service and allow us to provide a higher quality of care to our customers. I am sorry to hear that our messaging around this matter has been confusing. I would like to reassure you that the matter has been raised with the relevant departments. Kind Regards, Cordelia

Posted 2 years ago

“Still have not received letters to confirm who you will call in case of an emergency. Also where I. am putting key safe . So please advise me . Thanking you Elisabeth Papps”

Helpful Report

Posted 2 years ago

Dear Elisabeth, Thank you for taking the time to provide your feedback today. I am sorry to hear that you have had some trouble with the installation process. I have sent you a private message via email to resolve the matter. Kind Regards, Ash

Posted 2 years ago

“I received my replacement box last week. There were no installation instructions included ! Customer services emailed instructions on request which indicated wiring my BT broadband though the Lifeline box to my telephone socket. This did not work and also caused noise on my phone. I then wired the box direct to my phone box. This worked OK with no noise on my phone line. I yested the box and wrist band and they both worked OK. I hope this information is useful. John”

Helpful Report

Posted 2 years ago

Dear John, Thank you for getting in touch and for providing your feedback on our Personal Alarm Service. I am sorry to hear that your expectations have not been matched by your experience with the Service thus far. We do appreciate receiving comments of any nature regarding our Service, as it is crucial in helping us to improve our Products and Services in future. I hope you enjoy the rest of your week. Kind Regards, Ash

Posted 2 years ago

“The literature and website are confusing and misleading using the terminology, pendant, to mean both the pendant and bracelet detectors. Communications with customer services have been variable.”

Helpful Report

Posted 2 years ago

Dear Christopher, Thank you for getting in touch today and for leaving your feedback. I am sorry to hear that you are not happy with the information presented on our literature and website. I have escalated the matter with our Senior Management Team, who will be in contact privately to discuss the matter with you. Kind Regards, Ash

Posted 2 years ago

“I cant fully review until there has been a need to use the fall alarm and seen what the service is like but equipment has been sent promptly and customer service is very good.”

Helpful Report

Posted 2 years ago

Dear Johnny, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with your Lifeline24 Equipment has not matched your expectations. I can confirm that I have reached out to you privately to arrange a resolution for this matter as quickly as possible. Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400. Kind Regards Ash

Posted 2 years ago

“At the moment it is not up and running as the watch buckle was not attached, but in pieces in the bag. A replacement is being sent but not yet received.”

Helpful Report

Posted 2 years ago

Dear Lilian, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that you have experienced some difficulties with your new Lifeline24 equipment. I had arranged for a member of our Customer Support Team to get in touch with you regarding this matter. This Operator has confirmed to me that the issue has now been resolved and the Account is now running smoothly with the new equipment installed. Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards Ash

Posted 2 years ago

“Seems to work ok, but still waiting on subcontractors making a new appt to install the keysafe. They cancelled the original one.”

Helpful Report

Posted 2 years ago

Dear Andrea, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your Keysafe has yet to be installed by our Subcontractors. As you know, we do work with an external company called Orderwork to arrange for the installation of Keysafes. As this is a third party, we are unable to influence their completion time for these processes beyond calling them much the same way you would. In this instance, I would advise either contacting Orderwork directly to try to arrange the installation with more immediacy or calling us to cancel the installation and arranging for a local handyman to come to install the Keysafe instead. We would provide a full refund of the £59.99 installation fee to facilitate this. Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards Ash

Posted 2 years ago

“Wonderful product, but fine untill you don't need it any more and wish to cancel it. They have strung me along for 2 years , the wrist monitor was returned two years ago so made the machine unworkable and the customer services rep, told me to put the mains part in the cupboard until I needed it again. They managed to debit a credit card that has been cancelled and now only offer 50% refund . Just hoping I receive this ok as all my trust in this company has gone. Just beware of what you sign up for. Blessings Aileen Callender”

Helpful Report

Posted 2 years ago

“From the alarm was installed we have had no issues until it went faulty just over 2 weeks ago. The alarm lost power. Lifeline sent us a 2016 box with a 2916 battery to replace the original box which was manufactured in 2030. Needless to say this didn’t work. Another box was sent out and it was manufactured in 2017. This is working so far but the big question is for how long???? I was also informed that when the 2nd box was constantly ringing Lifeline to say it had no power that it was using my Mum’s phone line - obviously. It will be interesting to see her next phone bill……..”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for providing us with your feedback. I am sorry to hear that you have some ongoing concerns with the reliability of our Lifeline VI Alarms. However, I would like to affirm that the particular fault with the Lifeline Box that you experienced is not measured by the date of manufacture. Many of our Customers will currently be using Alarms that were manufactured in 2017 or before that will continue to operate as normal for years to come. As such, please rest assured that the unit provided to you is a fully functioning device. I hope this message has allayed any concerns you had regarding your Personal Alarm Equipment. If you require any further assistance, please do feel free to get in touch with us again. You can do so by either calling our Customer Service Team at 0800 999 0400 or by emailing us at info@lifeline24.co.uk. Kind Regards, Ash

Posted 2 years ago

“Service was good but I paid yearly in advance for this service for my father in law He recently passed away but there is no refund for the 7 months still in credit. I am unable to transfer to anyone else as we already have this service for my mother. I'd advise paying monthly to anyone using this service”

Helpful Report

Posted 2 years ago

Dear L Clarke, Thank you for taking the time to leave us your feedback. I am pleased to hear you have been happy with the alarm and I am sorry to hear that you have been unhappy with the account closure. With our Annual plans, we do provide a significant discount but it does mean there is a 30 days return policy similar to other purchases. We do provide monthly plans for people that require more flexibility. I have escalated your feedback to our Senior team for review. Please let us know if you have any further comments or queries. Kind Regards, Rebecca

Posted 2 years ago

“I’m afraid I can’t. I’m still waiting for the young man from your 0800 number to call me back. He said he would in half an hour, but that was yesterday. The first alarm would not function inside the house. Nor would the second. I don’t know if there is any way around this, but we do need the help which we hope you will, in the end, be able to give us. If you’ve got any good ideas, we are here, and waiting, with hope, if not optimism!”

Helpful Report

Posted 2 years ago

“Purchased the model with wristband that automatically register's with your response team if I fall. The phone socket is upstairs so if I fall downstairs, it is unlikely I would be able to speak to you. I am unable to get up without assistance. Not sure if you would use the 3 emergency phone contacts or you would call the emergency services, who would not be able to get in the house. I will contact the Helpline for advice. My daughter has phoned and got it working OK.”

Helpful Report

Posted 2 years ago

Dear Peter, Thank you for getting in touch and for leaving us your review. I am pleased to hear you now have your alarm up and working and have tested to us successfully. From looking into the account, you are correct. With the model you have the alarm comes with your fall detector wristband and a separate base speaker. We will always try to communicate with you over the alarm box to begin with. If this is unsuccessful, we will then call back on your home number or mobile number. If we cannot reach you at all we will assume it is an emergency and call through your emergency contacts. We do also provide alarms with the speaker and microphone included in the pendant. Should you wish to upgrade to this system or require any further information I would recommend calling our friendly Customer Service line on 0800 999 0400. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 2 years ago

“The delivery was fast and the set up was very easy. But when we were going through the set up process they did not have our new customer information. This was duly located by the person doing the set up. We then had to do a test alarm call, they said there were no emergency contacts set up despite us doing this online at the time of purchase. I do not have the confidence that these details have been uploaded and there is no way of checking. I’d like it if there was an App to go with the product to view, update or change emergency contact details.”

Helpful Report

Posted 2 years ago

“Not as easy to set up as thought staff on call were helpfull though”

Helpful Report

Posted 2 years ago

Dear Vera, Thank you for your review. I do apologise that the set up was not as easy as expected, I am glad that our support team were able to assist and get everything up and running for you. If there is anything else we can assist with then please get in touch. Kind regards Richard

Posted 2 years ago

“Very good service until cancelled 4 months early and they offer no refund. Had to wait for a Robert to phone me back and said my mum was entitled to no refund which was disappointing I should of paid monthly rather than a whole 11 months”

Helpful Report

Posted 2 years ago

Dear Lisa, Thank you for getting in touch and for leaving us your review. I am pleased to hear that you have found the service to be good. I am sorry to hear you have been unhappy with the cancellation policy. When taking out the Annual subscription, the agreement is that we can provide a significantly discounted rate but we do need to take out a year in full in order to be able to provide such a discount. Unfortunately, this means there is no refund for the remaining 3 months. In order for our clients to make the most out of their remaining time, we can offer a free upgrade to a different model or a free transfer of service to a different family member or friend. I can see that you have agreed for the alarm to be temporarily moved to a new address. Thank you for providing us with your review as it will allow us to improve our service in the future. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 2 years ago

“The gentleman I spoke to when ordering was very helpful and my concerns were nothing to do with him. I paid £73 for set up only to find out this consisted of someone picking up a box and putting it in the post. When Joan previously had a Lifeline fitted (during COVID) someone actually came to the installed and checked it. I personally am 71 not very knowledgeable and had to get help to install and then complete the information on line. I do not class this as good customer service especially for the elderly or value for money. disappointed. Would not recommend. Jenny Palmer I have now spoken with a Manager at Lifeline24 who was very helpful has rectified my issues, he assures me help is there for those who need it. Thank you”

Helpful Report

Posted 2 years ago

Dear Joan, Thank you for leaving us your review. From reading through your review, I can see that you are unhappy with the setup fee and that we do not organise an installation. Our setup fees cover the costs that go into testing, pre-programming, and sending out the alarm. It also covers the admin costs of starting up your account with the Alarm Response Centre and registering the contacts and medical details. I am sorry that this was not made clearer at the point of order. I can see that previously the alarm was ordered through the County Council who in certain circumstances do install the alarms. I have called the council directly, and they are happy at this time for us to organise an installation through them. Usually, their installations cost us £40, but due to your complaint we are happy to cover these costs and you will receive the installation free of charge. If this is something you wish to go ahead with, we will need to make verbal confirmation of the best time and date. If you wish to proceed please call our friendly Customer Service line on 0800 999 0400 at your earliest convenience. Again, I am very sorry for any inconvenience caused. I hope this has been helpful and resolved your complaint. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 2 years ago

“i'm very pleased i got lifeline especially as i have had a recent heart attck but the very first time i plugged it in to charge i had sparks then a large bang and of course it was dead and as it's a sealed unit i had to phone up for a new one so 2 days without i wasn't too pleased.”

Helpful Report

Posted 3 years ago

Dear Helena, Thank you for getting in touch and for leaving us your review. I am pleased to hear that you are pleased to have the alarm system. Thank you for bringing to our attention what happened when plugging in the unit. This certainly should not have happened and is something we will need to launch a full investigation into. As a goodwill gesture, and to cover any time you have been unable to use the alarm, I have added a month of free service to your account. Again, I would like to apologise for any upset or inconvenience caused and thank you for bringing this to our attention. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“They submitted the lifeline very quickly, was a little disappointed at paying the initial set up fee as we had to install it ourselves. The volume is a little on the quiet side could do with a button to turn it louder.”

Helpful Report

Posted 3 years ago

Dear Christine, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that the setup fee was not made clearer for you. All the systems we provide are simple plug-and-play units - this means that they can be sent out in the post with next-day delivery and are ready to use when you receive them. The initial setup fee is a one-off cost that covers the preprogramming of the system and all of the administration costs associated with setting up a new account with our Alarm Response Centre. Thank you again for leaving us your review as it will allow us to improve the service going forward by looking into ways of making the setup fee clearer. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

LifeConnect24 is rated 4.7 based on 7,859 reviews