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

“Got the box. Got charged £35 for set up fees. It didn't work and I ended up on the phone for half an hr up and down off the floor, unplugging box, plugging back in, crawling behind tv to try and set wifi up on it cause it wasn't workin. To then be told they'd send me another box and I had to send this one back. Surely its me who shod be getin the set up fee. What a joke. Good job it wasn't my 83 Yr dad havin to do it”

Helpful Report

Posted 1 year ago

Hello Joanne, Thank you for your review and for taking the time to share your thoughts on the Service. I am sorry to hear that the initial experience has not been entirely positive for you. I can confirm that a private message has been sent to you in the hopes of resolving the matter, in addition to a report that has been created detailing your concerns. Best wishes, Ash

Posted 1 year ago

“When I received the new alarm it didn't work. I spoke to your technical team and they suggested I revert to the old alarm, which partially works and I have returned the new one to you. Not much good.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. I am sorry to hear that you have been having trouble with your Alarm Equipment. I have raised your feedback with the appropriate department. Please also rest assured that the device you currently possess has the same functionality as the new item that was provided and should entail a reduction in capability. Best Wishes, Cordelia

Posted 1 year ago

“Lifeline24 once denied my request for ambulance when i was having angina . I am heart patient , diabetic, deaf and in wheelchair . I was a domestic violence victim . Due to a DV incident i had to call police . a grumpy police officer was there. He was rushing off and very arrogant. so he told Lifeline24 call handler that he believe i am okay and no need medical assistance. Then life line24 call handler told me, they don't have any special privilege for call ambulance. And ended my call. This is very unreliable service . Dont waste money on it. You will pay money but there will be no guarantee that they will assist you. I am looking forward to take legal action for not calling ambulance when they are aware of my heart condition.”

Helpful Report

Posted 1 year ago

Good Morning, Thank you for your review and for taking the time to leave your feedback on the Service. We are sorry to hear that you have felt let down by the Service thus far and would like to assure you that a full report of your concerns has been compiled and shared with the appropriate department for further review. I would be more than happy to proffer additional assistance for you, but have been unable to locate your account in our records with the information provided. As such, if you would like to discuss this matter with us in hopes of an amicable solution, you can do so by either calling us at 0800 999 0400 or by emailing info@lifeconnect24.co.uk. Best Wishes, Cordelia

Posted 1 year ago

“Have cancelled my order because at 91 years old I didn't expect to have to set it up on my own. I have sent equipment back I am still waiting for m6 refund.”

Helpful Report

Posted 1 year ago

Hello Teri, Thank you for your review today and for taking the time out of your day to share your feedback on the Service. I am sorry to hear that you were dissatisfied with the requirement to install the equipment. We have endeavoured to make the process as easy as possible, but I will be certain to share your feedback with the relevant departments for future review. Best Wishes, Cordelia

Posted 1 year ago

“The alarm doesn't work outside our home. We have been persuaded to try an upgrade but it hasn't arrived yet. When the alarm does work it is the base that talks - it is unlikely to be in hearing distance from the user...”

Helpful Report

Posted 1 year ago

Hello Alice, Thank you for taking the time to leave your feedback on the Service. I am sorry to hear that you have had a few difficulties with the set-up of the Alarm. I have written you a private message to further assist with the matter and have raised the matter with the appropriate departments for further review. Best Wishes, Ash

Posted 1 year ago

“Customer for several years and always satisfied with all aspects of service. From days of Tynetec and Lifeline this has been a service I’d recommend to any one. Since becoming Life Connect 24 there has been a noticeable decline in the attitude towards customers, being made to feel like ungrateful cash cows ready to fork out more cash for extras when ‘basic’ doesn’t quite match physical abilities. The basic service was previously of good quality and offered some flexibility. The basic service is now “one size fits all’ , and anything different has become a chargeable extra, even for something as small as a wrist-strap. The new basic wrist-strap has become a piece of floppy elastic with a clasp but nothing to hold the surplus 4/5 inches in place. When washing your hands, this gets soaked and stays wet for the rest of the day. The equipment becomes uncomfortably unwearable. Arthritic hands/fingers make it impossible to switch to pendant, which has also been downgraded so that the face of the pendant has little protection from accidental activation such as when putting on a tee-shirt, resulting in time-wasting calls for call-handlers and even for key holders who become unnecessarily alarmed and concerned. After a short trial of these inconveniences, I contacted Customer Services who recommended the Fall Detector which looked like the previous versions of a personal alarm, with a sturdy flexible plastic wrist strap which could be wiped dry if it got wet. It had a protected, better-designed pendant face. Of course, this would be on top of the annual £230 I had pre paid. (Shown as an extra £110 annually) There was no similar wrist strap available for the basic button-style pendant. I was advised to go online and look for one myself. With severe arthritis in dominant hand, this is difficult, time-consuming and painful. It has taken me months to find a workable solution, but I discovered another service provider able to provide the wrist strap and pendant that was fit for my needs. I test-compared the 2 and the Lifeconnect 24 continued to set off false alarms even when I wasn’t wearing it! LifeConnect 24 equipment in my opinion, has never been fit for purpose, and the whole business plan seems designed to push people into buying evermore pieces of their equipment. This is how Customer Services seems to have been trained. Prepayment of an annual plan seems to exclude me from having any kind of refund for the remaining months when no longer require this unfit-for-purpose equipment. The lack of refund for unused months has not been clearly pointed out in your printed information. You do not ask reviews to mention the functionality of the equipment, just customer service, price, delivery, returns and refunds”. I wonder why? I wouldn’t recommend you to anyone, even if your call handlers are always pleasant and polite and deliveries are good. All for the sake of a wrist strap you have lost this customer, and anyone I may tell of my experience.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review today and for taking the time to leave your feedback on the Service. I am sorry to hear that you have been dissatisfied with the equipment provided to you over your time with us. I can confirm that your feedback will be shared with the relevant departments and that I have written to you privately to try and resolve your concerns. Best Wishes, Ash

Posted 1 year ago

“I am about to return my equipment and ask for a refund. It’s the worst customer service ever. I have tried all day to get through to the customer service number that is advertised as 24/7 I have listened to music and recorded messages for over an hour at each attempt to talk to someone. I have pressed the alarm and expressed my concern to the operators three times, on each occasion I was assured my message would be emailed as urgent and I would receive a call back as priority. The last person that responded to my pendant call gave his name as Jack and gave assurance that I would definitely get a call back and he understood why I was so disappointed with the service. It is now past 10pm I have received no call back and still get no response from the 24/7 telephone number. I do not recommend this company, and will request a full refund tomorrow.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. However, I am sorry to hear that you have had a negative experience with our Customer Service Team thus far. Please rest assured that your feedback will be promulgated with the appropriate department for further review. I can also confirm from our records that a member of our Team has been in touch and successfully resolved the issue amicably. Best Wishes, Cordelia

Posted 1 year ago

“This company is out to take advantage of vulnerable customers. I ordered an alarm in July. When it arrived, contrary to the website stating that it is easy to set up, it really wasn’t. My parents have broadband and it turns out after numerous calls with the contact centre, that their phone line was not compatible. One technical support agent told us there was a fault with the alarm itself and we had to return it and they would send us a new one with a special adapter in it. A new alarm was sent without the adapter! After further calls, we finally gave up trying to set this up. I was advised by the customer service agent that I would get a full refund as it was during the 30 day cooling off period. However only €37.47 of the initial €139 was refunded- for something that didn’t even work. I also found the service appalling and sometimes when I was contacting lifeline by mobile phone, the calls were either not answered or took ages to answer. I contacted them again to query why I was not refunded the full €139 and I was advised it was the due to the set up fee! But it was not set up!! I can’t find anywhere on the website where it advises that I would be charged over €100 even if the device was returned and it didn’t work for us. Even on the phone, I was not advised of this. I have to say, I wouldn’t have ordered it if the company was clear on their website how much the set up fee was. I will be pursuing my complaint further in order to retrieve my money. Be warned about this company!”

Helpful Report

Posted 1 year ago

Hello Yvonne, Thank you for your review today and for taking the time to leave your feedback regarding the Service. I am sorry to hear, however, that you have been dissatisfied with the cancellation of the Service. I can confirm that I have written you a private message to hopefully ameliorate your concerns. Best Wishes, Cordelia

Posted 1 year ago

“It still is going wrong. From this morning, when your package arrived, through to now, at 4pm, we have been attempting a connection and a test call and I have been put through from pillar to post, with differing levels of 'technical support', resulting in no communication/connection, which does not augur well for the future. I am 78 years of age and disabled, and please correct me if I am wrong, I believe I am in the category you most purport to serve. Is this the service I can expect if I allow our contract to continue? Jennifer Lawrence NN6 7RR”

Helpful Report

Posted 1 year ago

Hello Jennifer, Thank you for your review and for taking the time to provide feedback on the Service. However, we are saddened to hear that you have had trouble with setting up the Alarm. Please be assured that your feedback has been raised with the appropriate department for further review. I can also see from our records that a member of our Team has been in touch to resolve your concerns. Best Wishes, Fiora

Posted 1 year ago

“Please be aware that the equipment provided to you appears to remain under ownership of the company, all of which must be returned when you cancel your agreement. I have been charged £49 for the 5 year old fob that was not returned. As yet I am unable to find the following information on my receipt of order email 1. The statement the equipment is effectively rented and must be returned in order to cancel the subscription and obtain a refund for a service no longer required. 2. A breakdown of the cost of replacement items or charges incurred for failure to return all of the equipment. Transparency is important.”

Helpful Report

Posted 1 year ago

Dear Ed, Thank you for taking the time to leave your feedback on the Service today. We appreciate comments of any nature from our clients, as they form a crucial pillar that supports the betterment of our Service for all who use it. However, it is disheartening to hear that you have been unhappy with the cancellation procedure on the account. I can confirm that a private correspondence has been conducted between us on this issue in the hopes of clarifying our policies. I would also like to confirm that your comments on transparency have been shared with the Department responsible for our website. Kind regards, Cordelia

Posted 1 year ago

“Do not use this company. I have never been spoken to in such a rude manner as I was yesterday. They have apparently sent my Dad a new fob and we've not received it. Told the operator we hadn't received it and his response was "if that's the truth". Told him I'm not a liar and I take exception to being accused of being one. I then told him I was sitting with my Mum who has late stage Dementia and didn't want to get into an argument where she could hear. His response "that's not my problem". Well, at this point I hit the roof and told him to get his Manager to call me back. He said it can take 10 days for a call back. Within 1 hour his Manager rang and said he had listened to the call and apologised for what was said and he would speak to the individual. Told him I'm too angry to listen to his apologies and to train their staff better. Also asked him how do elderly people cope with their appalling "customer service". Taking this further and reporting them to their Regulatory Body. THIS IS NOT ACCEPTABLE FROM ANY COMPANY LET ALONE ONE DEALING WITH THE ELDERLY AND VULNERABLE.”

Helpful Report

Posted 1 year ago

Good Morning, Thank you for taking the time to leave your feedback on the Service and for providing your comments in such a comprehensive matter. We solicit feedback of any nature from our clients, as it is a critical part of improving our offerings as much as is possible. However, I am sorry to hear that you have been so dissatisfied with your experience with our Customer Service Team over the past few days. I would like to assure you that the matter has been escalated to the appropriate departments for future review. Additionally, I can confirm that both sides have been conferring privately to try and resolve the matter amicably, including a private message sent by myself just prior to this reply. Kind Regards, Ash

Posted 1 year ago

“We upgraded Mum to this after a spell in hospital. Unfortunately she had two falls within 48 hours after returning home. Both falls went undetected via the upgraded Lifeline app.”

Helpful Report

Posted 1 year ago

Good Afternoon, We would like to express our appreciation for you having taken the time to leave your feedback regarding the Service. We welcome comments of any nature from our clients, as they are crucial to improving the Service in future. However, we are dismayed to hear that you have had difficulties with the equipment thus far. I have sent you a private message to try and resolve the issue. Kind Regards, Ash

Posted 1 year ago

“You obviously don not communicate with each other....will say no mor”

Helpful Report

Posted 1 year ago

Dear Tina, Allow me to express our appreciation for you taking the time to leave your feedback on the Alarm experience thus far. We are always gladdened to hear of the Service from the perspective of our users, as such comments are invaluable to furthering our goal of providing the best possible level of care in future. With that said, it does sadden me to hear that you have been unhappy with some aspects of the set up process so far. Please rest assured that all reports of ill-will are shared with the relevant department for review. I have also checked the notes on your account and have confirmed that appropriate assistance has been rendered by our Customer Service Team and the matter resolved satisfactorily. Kind Regards, Cordelia

Posted 1 year ago

“product good and service good”

Helpful Report

Posted 1 year ago

“Still waiting for it to be delivered. Can’t get any sense out of Royal Mail. Very unhappy”

Helpful Report

Posted 1 year ago

Dear Sandra, Thank you for your review today and for sharing your experience with the Personal Alarm Service. However, it is disheartening to hear that you have had a difficult time with the delivery of the equipment. I can confirm that we have now arranged a new delivery to be completed as quickly as possible and will raise your feedback with Royal Mail for further review. Kind Regards, Ash

Posted 1 year ago

“My GPS monitor, purchased in order to find me wherever I might need emergency assistance couldn't even locate me when I was inside my own living room 8 miles from city centre (so not the back of beyond!) Tried 2x gps alarm (type 1) and 1x model 2 ? None of them worked!. I should have tested it when I got it originally but I assumed that it would just "work" .?. Only to discover that I'd been labouring under the impression that I was covered when infact for 5 months I wasn't at all!) The system should surely have picked up that I had no cellular connection all that time! They were quick enough to let me know when I owed them money!”

Helpful Report

Posted 1 year ago

Dear Jennifer, Thank you for taking the time to leave your feedback on the Service. We solicit comments of any nature from our clients, as they are vital in furthering our cause of providing the highest quality of care possible. However, I am saddened to hear that your Alarm System did not work as you expected. However, I would advise that we do recommended testing the Alarm once per month to ensure that the system is functional. Kind Regards, Cordelia

Posted 1 year ago

“Been with this company for years, now they have changed their name and got bigger they don't care at all when things go wrong and your family love ones life is on the line, still waiting 6 days for someone to call me back after my Mum was left laying on the kitchen floor ,this happened at 1.30 am in the morning, the call handler called my phone at 5am and left voicemail while talking to someone else called peter so thought they had called the wrong number and of course I wasn't going to call my Mother at 5am incase she was in bed as the message left on my phone was for a man, AS SOON AS OUR YEARLY PAYMENT IS UP WE ARE CHANGING TO SOMEONE WHO CARES.”

Helpful Report

Posted 1 year ago

“This isn't Shepway Lifeline!! So misleading to have that on your internet search , misleading and dishonest”

Helpful Report

Posted 1 year ago

Good Morning, Thank you for taking the time to leave your feedback regarding this matter. We apologise for any confusion that has been caused but I can confirm that we are a nationwide company and do cover the Shepway area. However, I have raised your feedback with the appropriate departments. Kind Regards, Cordelia

Posted 1 year ago

“Great service while the person is alive but after a death when they should issue a promised refund they send it back to the deceased persons closed credit card, allegedly - really unhelpful & they couldn't care less. 2 months later & still no refund to a live account as promised. Use a different company - just dreadful”

Helpful Report

Posted 1 year ago

“Have returned equipment. Have had mixed messages from staff. Have communicated with staff. Have never had a response from my letter enclosed with package now reply from e mail.”

Helpful Report

Posted 2 years ago

Dear Anne, I would like to thank you for your feedback today and for using part of your day to provide feedback on the Alarm Service. However, it is distressing to hear that you have had a negative experience with the cancellation of the account thus far. I can confirm that the account is now closed and no further action is required on your part. Additionally, I would like to assure you that your feedback has been raised and reviewed by the appropriate departments. Kind Regards, Cordelia

Posted 1 year ago

LifeConnect24 is rated 4.7 based on 7,859 reviews