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

“The chat assistance was useful for answering pre-purchase questions, the online ordering was a bit tedious but the next day delivery of the product hasn't been smooth. It was ordered on the Friday, didn't arrive until Monday and the courier couldn't follow the simple instruction of 'Please leave it at the shop if no reply' the shop being 10m away.”

Helpful Report

Posted 3 years ago

Dear Constandinos, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear of the delays with the delivery of your order. From looking into the account, I can see that the system was sent out with tracked next-day delivery so it is disappointing to hear that the alarm did not arrive until Monday and that the delivery instructions were not followed. I have escalated your feedback to our Post team for review as all of our orders are sent by Royal Mail. I am pleased to hear that you found the chat assistance to be helpful. We do have a phone ordering line for those who would rather speak to an advisor but we are always looking for ways we can improve our service and I will certainly pass on that you found the online ordering was a bit tedious. Thank you again for your review and for taking the time to leave us your feedback. As a goodwill gesture and so that you have not paid for any time you have been able to use I have added a month of free service to your account. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“The initial call was handled well and the advisor provided excellent clear advice on how the system functioned. Having consulted with my mum, about the options available we selected Lifeline 24, called up (no internet) and started to order everything as we were told we could do it over the phone. salesperson seems rather put out when I did not wish to do a 12-month contract and when I wished to pay by credit card; then advised needed a PC to fill in quite a lot of contact and contract information (which having read are quite onerous). Having done the above, the unit was delivered to the billing address rather than the user address, so this caused a couple of days delay. Took the unit to my mum who sadly deteriorated and is now in an end of life palliative care bed; so contacted Lifeline 24 as the unit has not even been opened and was advised that it can be returned with an admin fee of £35, which was not explained at all well when I called, it was told it was a setup fee for making the unit work after it was received and operational. The returns label was received quickly and the unit returned; now waiting to see what is returned to the credit card. No doubt the service would have been good had we had been able to avail ourselves of it; but some of the customer relationship attributes from some people could have been better.”

Helpful Report

Posted 3 years ago

Dear Mark, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that our cancellation policy was not made clearer for you. The setup fee covers all of the work that goes into getting the alarm system ready to be sent out. This includes all of the preprogramming and testing of the system so that when you receive it you simply do the final step of plugging it in. It also covers all admin fees associated with starting up a new account with our Alarm Response Centre. As the work has already been done before the alarm is sent out, the joining fee is nonrefundable. I am sorry to hear this was not made clearer and I will certainly pass on your feedback regarding this. I am pleased that you found your initial sales enquiry to be clear and helpful. I apologise that the alarm was unfortunately sent to the billing address rather than the shipping address. We do provide paper copies of all of our forms as we are mindful that not all of our users will use the internet. Typically, we do provide the Fall Detector system on an annual basis, but due to feedback from our customers, we have recently started providing quarterly plans as well. We do also usually require a Direct Debit is started with our quarterly plans so this may explain the confusion. Thank you for bringing this to our attention as it will allow us to improve our training going forward. Thank you again for leaving your feedback as it is very valuable to us. I would like to apologise for any upset or inconvenience caused. If we can be of any further assistance, please do not hesitate to get in contact. Kind Regards, Rebecca

Posted 3 years ago

“Only trying it yesterday with help 28th better fashion, clearer speaking”

Helpful Report

Posted 3 years ago

“It really was easy to fit, once the missing adapter was sent to me,I had arranged someone to fit it for me, but I managed myself very easily. Just wish it took less room up with the modem, and that the alarm looked more attractive my amie does not very attractive hanging round the neck. Very easy to set up, helpful operators to confirm it was working ok.”

Helpful Report

Posted 3 years ago

Dear Pauline, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that you did not receive your telephone adaptor with the original system. However, I am pleased to hear that you have found the alarm to be easy to fit and that you have found our operators to be very helpful. We are available to provide what is called an onyx pendant. This works the same as the system you have currently but it is slightly more discreet and looks nicer. This is a black push button that comes on a silver chain. I have emailed you directly to provide some further information about this option. Again, I would like to thank you for taking the time to leave us your review. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“Just be aware that if you pay ahead for a year, you cannot get a refund if your relative passes away. I only used mine for a few weeks.”

Helpful Report

Posted 3 years ago

Good Afternoon, Thank you for getting in touch. I am sorry to hear that you have been unhappy with your account closure. On behalf of us all at Lifeline24 I am very sorry to hear of your loss and hope you are doing well at this difficult time I have located the account, there appears to have been some confusion. It is not correct that you will be refunded after a few weeks. All of our plans and renewal payments come with a 30-day cooling-off period. This means that if canceled within the first 30days a refund will be provided. I can see that we are still awaiting the return of the equipment, which does mean that the account has remained open for the full year. I can see you have since been in touch with our Complaints team who have passed your feedback through our systems to be reviewed by our Senior team. Again I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“It was installed yesterday. So no thing to say”

Helpful Report

Posted 3 years ago

“Far to exspensive for what it is very hard to get key holder back in box and was meant to come with wrist band which I didn’t receive would not have got it had I realised how expensive it was”

Helpful Report

Posted 3 years ago

Dear Philomena, Thank you for leaving your feedback. I am sorry to hear that you have found the system to be expensive and you did not receive the wristband you were expecting. A member of our Customer Service team will be in touch very shortly to organise a wristband for you. We are the cheapest national provider of the system and will price match should you be able to find the same system for less. Again I am very sorry to hear of the difficulties you have experienced with your account. I hope we are able to get in touch soon to resolve this for you. In the meantime, if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I can hear it clearly and the staff have been pleasant. However, when ordering I was told she could talk through the watch but in fact it was through the main unit she would have to speak to which is too far away as she has difficulty hearing. I was not sure about how much more the price would increase for this and believe it would be a considerable amount. It was a shame this was not made clearer during ordering to ensure it was suitable to the client and her disabilities.”

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Posted 3 years ago

“Order for alarm has not arrived 4 days ,hopefully come today. Although customer service said will send another if not here by tommorow”

Helpful Report

Posted 3 years ago

Good Morning, Thank you for getting in touch. I am sorry to hear of the delays you have experienced with receiving your alarm. I am pleased to see that you have been in touch with our friendly Customer Service team who have been able to arrange a replacement alarm if required. Again I would like to apologise for any delays and thank you for bringing this to the attention of our team. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Lifeline24

Posted 3 years ago

“Tried button out 2 days after receiving it ( for my Mother's use ) and the emergency responder had the incorrect name / address and no record of my Mother. I had submitted the " on- line " questionnaire with all the contacts and details but the responder did not know these and I had to go over them to her. I just hope this is being sorted now and will try out the emergency response again on Tuesday . To make sure the registration goes through ok”

Helpful Report

Posted 3 years ago

“Unfortunately the mobile signal seems to be poor so quality of sound from our box is not good. I rang Customer Services who first said erroneously that we didn’t have a lifeline24, then after some delay, advised us to move the box nearer a window. This has made no difference.”

Helpful Report

Posted 3 years ago

“Still waiting for the information to set up my fathers alarm. In the meantime he has fallen and ended up in casualty.”

Helpful Report

Posted 3 years ago

Dear Heather, Thank you for getting in touch and for bringing this matter to our attention. I am sorry to hear of your Father's fall and hope he is recovering well. I can see a member of our Customer Service team has contacted you and has been able to provide you with the information you required. If you require any further assistance please do not hesitate to get in touch. Kind Regards, Lifeline24

Posted 3 years ago

“No form was sent in box as requested had to go online and request a link as couldn't find it on line”

Helpful Report

Posted 3 years ago

Good Afternoon, Thank you for getting in touch. I hope this email reaches you well. I apologise that you did not receive a paper copy of our registration details. From looking into the account I can see that my colleague was able to email you a copy of the forms. These have now been received and processed. Your account is now live and ready to use. Again, I would like to apologise for any inconvenience caused. If you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Firstly I would say that I have arranged the life line for my mother. She is totally unable to set this up for herself. After it was delivered to her home, I connected the wires etc and then followed the process, the people on the other end of the calls were very helpful and explained what we needed to do brilliantly so thank you for that. I also fitted the outside key box. However, when setting the system up on line, I paid for a year including a set up fee, ( not quite sure what the set up fee was for apart from the calls after I physically connected the box etc) and within the process of applying had to arrange a direct debit. I had already paid for the year. So not entirely sure if the DD will take money from my bank even though I had already paid. I was able to use the internet help line to notify you of a couple of changes required as the key box code could not include 2 of the same numbers. This help was efficient. I didn’t know I couldn’t add the key code this until I received the box. So far however I have full confidence in having the system to help both my mum and dad, I felt pressured into setting up the DD and was unsure what the £35 set up fee was for.”

Helpful Report

Posted 3 years ago

Dear Neil, Thank you for your review and for bringing this to our attention. It is always beneficial for us to receive feedback so we can ensure the issues you have raised are made clearer to our customers going forward. The setup fee is a one-off payment that covers everything we do to your system to make sure it is ready to go when you receive it. This includes the linking of equipment, programming the system to call the correct numbers for our Alarm Centre, and rigorous testing of the alarm to make sure it works clearly and connects successfully. It also covers the administration costs associated with starting an account on our Alarm Centre's systems and any further administration or shipping costs for the lifetime of your account. We arrange our systems this way as it means you do not need to wait for an engineer. The alarm can be sent out with a next day delivery and plugged in immediately the following morning. Due to the current circumstances, we are unable to send anyone into our customer's properties to fit the alarm. Whilst generally this is not needed, I do acknowledge that offering an installation service could be helpful for many of our customers and I have raised this to our management team for further investigation. In regards to the Direct Debit, we typically arrange for an automatic subscription to avoid any breakages in the coverage and because the system is provided on a rental basis. However, should you wish, we can certainly cancel your Direct Debit and instead our accounts team can be in touch once a year. Should you wish to do so, please feel free to call our email our 24hour Customer Service line at any time. I hope this has provided further clarity. I am pleased to hear that you found our team to be friendly and helpful and I will ensure your feedback is passed to them. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“My personal alarm seems to be O.K. I have tested it and it worked. My only complaint is that the cord is not very attractive, It does show when am wearing some clothes and I would like to change it for a chain, my only worry is that the chain cold break.!!”

Helpful Report

Posted 3 years ago

Dear Valerie, Thank you for leaving us your feedback. A member of our friendly Customer Service team will be in touch very shortly to organise an onyx pendant for you. These are available with a silver chain rather than a fabric cord. For further information please visit: https://www.lifeline24.co.uk/onyx-pendant. In the meantime, should you have any further queries, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Just set up my wife's Lifeline 24 alarm. It was very easy to do. The person in the call centre was very efficient and polite, and explained how and what to do. Also we had to contact the centre about amendind a phone number and the person there was also very helpful. We hope that we do not have to use the Lifeline 24, but if we do, we are confident that things will go very well.”

Helpful Report

Posted 3 years ago

Dear Christopher, Thank you for getting in touch. I am pleased to hear of your experience with the setup of your Lifeline24 alarm system. I will pass your feedback on to our wonderful Alarm Centre team. Should you have any further feedback, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Wrist band seems a little sensitive the slightest knock sets it off Also lead leading from machine to phone line too short”

Helpful Report

Posted 3 years ago

Dear Eileen, Thank you for getting in touch. I am sorry to hear that you have found the wrist band to be overly sensitive. I can see a member of our friendly Customer Service team has been in touch and we have been able to organise replacement equipment and a longer wire. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I have filled out the form on line but not sure if it’s gone through. Apart from that. So far so good”

Helpful Report

Posted 3 years ago

Dear Tracey, Thank you for leaving us your review, From looking into your account, I can confirm that we have successfully received your registration form. I am pleased to hear that you have had a positive experience with the alarm thus far. Please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“I have no idea whether or not this unit works because an important item (specialist phone lead) was missing from the package, so after wasting numerous hours trying to connect it, this item had to be ordered seperately. My mum is still without cover.”

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Posted 3 years ago

Dear Janine, Thank you for your feedback. I am very sorry to hear that you did not receive the phone cable with the rest of your system. I am very disappointed to hear this as it is definitely not the level of service we aim to provide. I have escalated this complaint to our Senior team so they can investigate how this may have happened. I can see that you have since been in touch with our friendly Customer Service line who have organised for the cable to be sent to you straight away. We have also added a month of free service to the account to ensure that you have not been paying for time you have not been able to use. Again I would like to apologise for any upset or inconvenience this may have caused. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“While l was happy with the service this company offered l have now had to cancel due my mum going to an assisted living home. She was only three months into this year’s contract yet they have refused to refund her the remaining nine months. I find this unbelievable especially as once the equipment has been returned they can supply this to another customer. She will no longer require this service so why no refund?”

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Posted 3 years ago

LifeConnect24 is rated 4.7 based on 7,859 reviews