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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Be aware that if you do not return the pendant after the person has died,you will be pestered by telephone and mail ,demanding a£49 missing equipment fee. It happened to me when my mom died and the pendant went missing in the hospital.”

Helpful Report

Posted 2 years ago

“Dont bother. No compassion or sympathy. Mum has passed away. 20 mins after I sent an email informing them, I had a call "My condolences for your loss. Can we have our equipment back please" despite it being switched off since early june after she had a serious fall and I informed them of that. They not only want the equipment back but no refund for the remaining months I dont have the equipment for. Words fail me”

Helpful Report

Posted 2 years ago

Dear Nadine, Thank you for getting in touch today and for leaving us your feedback on this matter. I am sorry to hear that your expectations of our Service have not been matched by your experience. I can confirm that I have escalated your concerns with our Senior Management Team, who will investigate the issue and get back to you with their findings. Please allow up to 5 working days for this process to be completed. If you require any additional assistance, please do not hesitate to contact us again. Kind Regards, Ash

Posted 2 years ago

“Unfortunately it was faulty and kept going off every 4/5 mins so we are returning it.”

Helpful Report

Posted 2 years ago

Dear Marion, Thank you for getting in touch with us today and for leaving your comments on our Service. I am sorry to hear that you have had a negative experience with your Lifeline24 equipment. I have sent a message to you privately with more information on this matter. Kind Regards, Ash

Posted 2 years ago

“Neither machines work. Both have been returned. Trying to sort connection problems when you are based in Norfolk is not helpful, staff saying I don't know and you can feel them shrugging their shoulders is not a sign of good service either. Both machines returned and contract cancelled.”

Helpful Report

Posted 2 years ago

Good Afternoon, I'd like to thank you for leaving us your feedback today and for getting in touch. I am sorry to hear that you have had a negative experience with our Personal Alarm Service. I can confirm that I have sent you a private message with further information on this matter. Kind Regards, Ash

Posted 2 years ago

“New customer form still hasn’t been processed a week later. Needed this urgently for my vulnerable mother who keeps falling over.”

Helpful Report

Posted 2 years ago

Dear Richard, Thank you for getting in touch today to provide your feedback on your experience with your Lifeline24 System. I am sorry to hear that you have been unhappy with the set-up process. I have sent you a private message to discuss the issue in greater detail. Kind Regards, Ash

Posted 2 years ago

“I organised this for my elderly mum, the service itself has gone ok unfortunately my mum has had to go into a care home & on informing the company & to arrange the return of the equipment I was informed that although the 2nd years payment had been made in full in March until April 2023 my mum would not be receiving any refund of her unused contract, the chap on the phone even suggested I find someone else to use up the rest of the contract. I am appalled that apparently by paying upfront it was said that it was unfair on monthly payers who actually can just stop paying when they need to.”

Helpful Report

Posted 2 years ago

Good Afternoon. Thank you for getting in touch today and for leaving your feedback. I am sorry to hear that you have been unhappy with your experience with our Personal Alarm Service. I have escalated your concerns to our Senior Management Team, who will investigate the matter and contact you within 5 working days. Kind Regards, Ash

Posted 2 years ago

“I emailed you on July 17th asking for help in setting up my 24 hour alarm. I have never heard from you since apart from today when you ask me what I think. I think your after sales service is very bad until I get some help with the setup.”

Helpful Report

Posted 2 years ago

Dear Richard, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with us thus far has not lived up to your expectations. Regarding your original email request, I have checked our records and have not located an email sent from you regarding this matter. It is possible that a technical glitch prevented it from reaching us but allow me to apologise for the delay in getting back to you on this matter. It is certainly never our intention to withhold assistance from our clients and we do strive to answer all emails within a working day of receiving them. To rectify this matter, I had arranged for a member of our Customer Service Team to contact you to offer support with the installation. However, during this attempt, your telephone was turned off and we were unable to reach you. We can attempt to call you later at a more appropriate time, or you can request assistance yourself by calling our friendly Customer Service Team at 0800 999 0400. Our Customer Service Line is open until 10 PM each day and any of our staff would be more than happy to help you with this process at a time of your choosing. 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

“NHS have just been and says I can have one free !!! Can I return this one and have a refund please.”

Helpful Report

Posted 2 years ago

Dear Jean, Thank you for leaving us your feedback today. You can of course begin the cancellation process with us and receive a refund if the equipment is returned before the 4th of August. To begin this process, you can call us at 0800 999 0400 and we can arrange the return of the equipment and the closure of the account. I hope this message has clarified the situation for you. If you require any further assistance at all, please do not hesitate to contact us again. Kind Regards, Ash

Posted 2 years ago

“I purchased my pendent back in March. I have been experiencing problems ever since and have been promised phone call after phone call and no one calls. Today I pressed the pendent and the emergency line couldn’t even here me and to end the call and phone me on my mobile. Good job it wasn’t a emergency and if it was good job the mobile was near. Not happy with customer service at all who can’t only respond to an email if it’s regarding sales. I’m now wanting to cancel my contract I’m afraid and no I don’t recommend”

Helpful Report

Posted 2 years ago

"Good Afternoon, Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with the product has not met your expectations and that you feel proper support was not given for your concerns. I can see from the notes on your Account that you have discussed this matter over the phone with my colleagues, as well as having sent an email with further information on what you have experienced. I can confirm that, following these conversations, your concerns have been sent to our Senior Management Team, who will conduct an internal investigation into the matter. They will then get in touch with you via the phone to resolve the matter for you. Please allow up to 5 working days for this process to be completed. 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

“Can not tell you what it's like, as I have not used it. And I hope I never do.”

Helpful Report

Posted 2 years ago

“i have now been waiting 3 weeks for a keysafe to be installed. i recieved a email to say it would be installed on 07/06/22 betwine 8 to 1 i waited in all day nobody arrived . no contact was made to inform me why no body showed.ihave still had information as to when it will be installed. would someone inform me when and if this will be installed brian jones”

Helpful Report

Posted 2 years ago

Dear Brian, Thank you for your feedback today. I am so sorry that you have been waiting so long for your Keysafe to be installed. We work with an external company in arranging the installation of a Keysafe and there can be some delays and miscommunications as a result of this. I have arranged for a member of our Customer Service Team to get in touch with the company involved to request an update on the installation and to commit them to a firm date to come to the property. We will then be in touch after this conversation to update you on what information is gleaned and what will happen going forward. I apologise again for any inconvenience caused by this. If you have any other questions or queries, please feel free to contact us again. Kind Regards, Cordelia

Posted 2 years ago

“My 94 year old cousin spent 48 hours on the kitchen floor as the pendant alarm didnt work. Unfortunately Lifeline didnt work out the pendant wasnty working until after the accident. This will have accelerated her death.”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for leaving us your review. On behalf of all of us at Lifeline24, I am so sorry to hear of this recent incident. Our thoughts are with you during this difficult time. I can see that you have been in touch with our Customer Relations Department who have forwarded this matter to our Senior Management Team. You can expect to hear from them within 5 working days. Again, I am so sorry to hear about the issues with the equipment. In the interim, if we can be of any further assistance, please feel free to contact us again. Kind Regards, Ash

Posted 2 years ago

“I will be pleased too write a review when I receive a watch I can wear!!! Both the watches you sent me have the buckle side of the strap round the wrong way !! I have returned one for your comments .If I cou!d take it off and turn it around I would but its too tight.I await your reply and hopefully awatch I can wear Regards. Pat Bonwick”

Helpful Report

Posted 2 years ago

Dear Patricia, Thank you for leaving a review today. I am sorry to hear that you are having continued issues with your Lifeline24 Alarm Equipment. I have arranged for a member of our Customer Service Team to get in touch with you to arrange something more suitable. If you require any further assistance, please do feel free to contact us again. Kind Regards, Ash

Posted 2 years ago

“Appalled with such a large increase of 40% per month for my parents alarm(21.91 to 30.58). No notification about increase just taken on my recurring CC”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for leaving a review today. I am sorry to hear of this recent increase on your renewal. To resolve this matter for you, I have arranged for a member of our Customer Relations Team to contact you to discuss your renewal in greater detail. Additionally, I have frozen the renewal price on your account to £21.91 and added a month of free service. If you have any further questions or queries, please feel free to contact us again. Kind Regards, Ash

Posted 2 years ago

“This system has been a nightmare.It kicked off late at night when I was in bed asleep witjh a false alarm on the same day it was installed. The next day I came home around midday after attending a meeting with my mobile muted but constantly buzzing to find neighbours and an ambulance waiting outside my house and para medics knocking on my door. It was another false alarm. I never even had the pendant with me.I phoned the office and waited over 2 hours before they contacted me, at which time I had had enough and cancelled the contract. It was not gong to happen for a third time There was no interest in my predicament no urgency at all and my nerves were shattered.Its a good system but whoe betide you if things go wrong.”

Helpful Report

Posted 2 years ago

“DO NOT BUY FROM LIFELINE24, find another company. They do not spell out clearly their zero refund policy. Read carefully the excellent review by Andrew Excelby who reluctantly had to award one star because there is no zero star category. And if there was, I would join him too.”

Helpful Report

Posted 2 years ago

Good Afternoon, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear you are unhappy with our returns policy. Our policy is that was all plans and purchases you have 30 days in which to return the item for a refund. You also have 30days after any renewal payment is made. I am sorry to hear that you are unhappy with this. We offer a free transfer and upgrade service for those that wish to cancel their term early. Please let us know if you have any further questions. Kind Regards, Rebecca

Posted 2 years ago

“At the moment the phone is not connected. I am waiting for my niece to come and fix it. The lifeline was cutting off my landline so had to unplug your lifeline.”

Helpful Report

Posted 2 years ago

Dear Shirley, Thank you for providing your feedback regarding our Service. I am sorry to hear of your ongoing troubles with your Lifeline24 Equipment. I can see from your account that we had been in touch at the time to try and resolve the matter with some additional equipment, but we have not had an update yet on whether this was successful. As such, I have arranged for a member of our Customer Service Team to get into touch with you to see if the matter is still ongoing and if there's anything further we can do to assist. If you require any further assistance, please feel free to contact us again. Kind Regards, Ash

Posted 2 years ago

“Disappointed that I wasn't told that the basic system I ordered wouldn't work with my phone system so have to send back and upgrade to different system not using landline vonage is my land-line system so that people know”

Helpful Report

Posted 2 years ago

Dear Angela, Thank you for getting in touch and for leaving us your review. I am sorry to hear that the standard alarm was not suitable for you. However, I can see you have since been in touch with our Technical Support line who have upgraded you to our digital alarm. The analogue systems work with any standard landline, regardless of provider. However, they are not compatible with all digital VOIP lines and as such we have a new model suitable for these lines. Again, I am very sorry for any inconvenience caused, please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 2 years ago

“I ordered the LIfeline for my mother co-operating with the hospital care team who were involved in discharging her from hospital. The unit arrived promptly. Very sadly my mother passed away in hospital - we did not even get round to setting the unit up. When I rang to explain what had happened and ask for a refund I was told that a refund not possible and did I know anyone that we could pass the unit on to? It just seemed a very insensitive way to deal with things - I was still in shock following my mother’s passing and didn’t have strength to challenge properly. I realise that there was probably an agreement but it made me angry as my mother was always very careful with her money and would have been very cross. Thankfully the hospital care team were very helpful on our behalf and we have finally received a partial refund excluding an admin fee following request for death certificate and return of unit. It was very sad that my mother passed away and I do feel that it was not entirely handled in a sympathetic way by lifeline.”

Helpful Report

Posted 2 years ago

Good Afternoon, Thank you for getting in touch and for providing us with your review. I am very sorry to hear that you have been unhappy with our service. I do apologise for our mistake, I can confirm that you certainly are due a refund and that this has now been processed and sent back to you. Again, I would like to apologise for the confusion and that you were initially given the wrong information. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 2 years ago

“Unfortunately this alarm does not meet the basic requirement of working when the wearer falls. My frail 91 year old sister has had three falls in the past year whilst wearing this falls button - one a simple overbalance onto a soft carpet, one very serious fall from steps hitting her head on the wall and bleeding profusely and another outside on a bitterly cold day. On none of these occasions did the fall button work. All I have received from Lifeline are inplausible excuses but three times is not acceptable - it has been returned. Do not rely on this equipment.”

Helpful Report

Posted 2 years ago

Dear Priscilla, Thank you for getting in touch and for leaving us your review. Thank you very much for bringing this to our attention. I hope that your sister is recovering well and I would like to sincerely apologise on behalf of us all at Lifeline24 for the problems you experienced with the system. The equipment was tested upon return and we found there to be no faults with the systems. Unfortunately, not all equipment is suitable for all user's needs. We do offer a range of different products and options to make sure the equipment suits them. I can see you have since been in touch with our Customer Service team who have been able to close the account. Again, I would like to offer our sincere apologies. Kind Regards, Rebecca

Posted 2 years ago

LifeConnect24 is rated 4.7 based on 7,859 reviews