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Frequently Asked Questions

Don't find the answer to your question? Ask Us!

Our Representatives can answer your questions about our Medical Alert Systems.
Call 1-800-752-5522

Medical Alert Service Question and Answers

GPS and wireless options are available, however, these questions refer only to the in-home hard-wired units.

General Questions

How does your system work?
In the event that emergency help is needed, simply press your Vital Link Pendant or the HELP button on your console. The console automatically calls our UL-2050 Listed and "Five Diamond" certified Acadian Monitoring Center where your call for help is answered by an Emergency Medical Dispatcher. Our operators are trained to quickly assess the situation and contact emergency personnel as well as your family members, or other responders as designated on your Emergency Care Plan.

How do I sign up for Vital Link Service?
Signing up for service is quick and easy. You can order online or call us at 1-800-752-5522. Depending on where the client lives, we will either schedule an installer to come by or we will ship the system to you.

How long will it take to receive my Vital Link system?
Simply place your order online or call us and we will send the system to you. All orders placed prior to 3PM Pacific Time will be shipped the same day. Once payment is confirmed and based on your location system will be received in 1 - 3 business days. Overnight service is available at our cost.

I'm local and you are installing the system. What does the installation entail?
We set up a time for our installer to come to your residence and the installation takes about an hour. The installer will explain how the system works and then set up the system. The installer will also do a range test from different parts of the property. These three forms will also be completed with the installer:
Vital Link Agreement
Monitoring Data Sheet
Vial Of Life
The monitoring data sheet is used as the emergency plan when the medical alert button is activated. The vial of life form will go in a tube in the fridge and paramedics will know to use that as a medical guide.

Once I order, when will I begin receiving service?
As soon as your Vital Link system is plugged in your service is activated and working.  Make sure to test your system once it is set up.

Once I receive my medical alert device, how do I install it?
The Vital Link Medical Alert is very easy to install and requires no special skills and/or tools. Just plug the cord that says "line" in to the telephone jack in your wall and plug the power cord into an electrical outlet. If there is a phone already plugged in to that jack, you can take that cord and plug it in to the back of the unit where it says "phone" The system is shipped with complete instructions. However, should you require assistance during installation, you can call us at 1-800-752-5522 Monday through Friday from 8:00am to 5:00pm Pacific Time and we will walk you through the process or visiting the troubleshooting portion of our site.

What is the advantage of Vital Link Pendant?
Vital Link Pendant enables the user to call for help when they cannot get to the phone. It opens a two-way voice connection directly to our UL-2050 Listed and "Five Diamond" certified Acadian monitoring centers and allows the user to communicate from virtually anywhere inside and directly outside their home. (See list of why choose us)

What are some reasons I should consider a medical alarm?
With a medical alarm you can get help with just the push of a button. You are connected with certified emergency medical dispatchers who will be with you throughout the emergency. They can also provide life saving instruction and help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby. They can notify your family, friends or neighbors on your Emergency Care Plan willing to assist you until help arrives. Medical alarms provide peace of mind for family members, friends, and the user; knowing that if an emergency does happen help is just a push of a button away.

How will help get to me if my door is locked?
External lockboxes can be purchased from Vital Link and can be securely attached near your home and can hold a key to your door. We will give emergency personnel the combination to the lockbox while in route to your home. Friends and family can also use the combination to readily get into your home when an emergency arises.  You can also purchase a lockbox at any hardware store or hide a key near your home.

I want Vital Link for my mom and dad who live together. Do I have to pay two monitoring fees?
There are no additional monitoring fees to have two people in the same home monitored. You will however need an additional pendant or wristband which is a one-time fee of $40.00.

Does the system work anywhere in the United States?
Yes! Our unit can be taken with you to any part of the United States as long as you can plug the base unit into a working telephone jack and power outlet. If you do move locations, please call our office to let us know.   The medical alert system can be easily taken to another location if you move. It is a great way to protect you when you move between summer and winter homes or move permanently. Simply unplug the power and telephone cords and re-install the device in your new home. You must remember to notify Vital Link so that we can update your current location and information.  This notification is essential to providing continuing protection.

How can I change the information I gave Vital Link (ie. phone numbers, responder list, etc)?
Simply call us at 1-800-752-5522 and give us any changes/updates for your account.

What if I have a non-emergency?
When you press the button on the Pendant we'll establish communication with you. You can then ask us whom to notify. Our certified emergency medical dispatcher will discuss the nature of the alarm and try to help. You may request that we call a family member, neighbor, etc. or your local emergency medical service (EMS), fire, or police to respond. We also review specific instructions from your customized Emergency Care Plan and follow those as well.

Is there an activation, set-up, hook-up or installation fee?
When shipping a unit for self instillation, we require three months of monthly monitoring, but if you should cancel before three months, we will refund the difference. When we ship a unit there is no activation or set-up fee. If we are installing the unit for you, there is a $50 installation fee and we would just require the first month’s payment.

What are the minimum system requirements?
The only requirements are a working home telephone jack and power outlet near the console.

Do you have a refund and cancellation policy?
Cancellation of service can be made anytime. Vital Link Service has no cancellation fees. Once we receive the equipment in the office, we will discontinue your service.

How do I return my Vital Link when I no longer require it?
If you decide you do not need the service anymore, simply contact the Vital Link office at 1-800-752-5522 to cancel it. We will either schedule a time to have an installer pick up the system or we will send you a pre-paid return label for you to send the equipment back to us.
Please mail it to:
Vital Link Medical Alert System
6529 Telegraph Ave
Oakland, CA 94609


Monitoring Questions

Tell me about your Emergency Response Center
Our Acadian Emergency Response Center is a UL (Underwriters Laboratories) 2050 Listed and "Five Diamond" certified monitoring facility with the highest classification. We have state-of-the-art technology combined with highly trained emergency medical dispatchers to monitor your calls and emergency situations. We staff our centers 24/7 to keep you safe. Our mission is to provide exceptional patient care.

How is your monitoring center certified?
Our National Acadian Monitoring Center is UL-2050 listed and "Five Diamond" certified, FM approved and Department of Defense cleared. These agencies certify our monitoring center and ensure through annual inspections that the monitoring center meets stringent requirements. An example of one of these requirements is to ensure full redundancy of all systems, which means that if a system fails, a back-up system is implemented immediately and automatically. Backup power generators and UPS systems are other requirements that provide the monitoring center with the ability to automatically transfer from city power to generator power. There are numerous requirements that a monitoring center must meet in order to hold all three of these certifications. Very few centers in the United States meet all three certifications. You should never use a non UL Listed monitoring center for any medical alert system.

What is the average response time after an emergency signal is transmitted?
The average response time for our monitoring center is an average of 13 seconds once the call is received. The national standard is 60 seconds. We achieve this response time through investment in technology and our caring professional emergency dispatchers.

What kind of training do Vital Link operators receive?
We adequately staff our monitoring centers with Emergency Medical Dispatch (EMD) certified dispatchers. This certification assures quality training and a commitment to excellence for all Vital Link's Medical Alert accounts. All Medical Alert operators can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

What type of information does your emergency medical dispatcher have access to?
Our dispatchers only have information you provide, such as your address, your contact list and any hidden key/lock box information. With the information you have provided, Vital Link dispatchers are able to contact the appropriate people and agencies in a timely fashion and give them pertinent information, especially when every second is critical. Your personal information is completely secure.

Are calls for help answered by live operators?
Yes, your call for help will always be answered by a live operator. Our emergency medical dispatchers can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby. We staff our monitoring centers with bilingual (English and Spanish) certified Emergency Medical Dispatchers. We provide nationwide 24/7 monitoring services. Call us anytime at 1-888-338-4825.

How many operators do you have?

We efficiently staff our monitoring centers with bilingual (English and Spanish) Emergency Medical Dispatched certified medical alert operators 24/7.  We also are able to get a translator for those speaking other languages.


Service and Equipment Questions

Is there much equipment involved?
Vital Link Service is a very simple system that consists of your help button and emergency console. Just plug the medical alarm telephone wire into a telephone jack and plug the power cord into an electrical outlet.

What happens if I press the pendant but cannot respond? Will you still send help?
If we cannot communicate with you through the medical alert console, the emergency medical dispatcher will immediately dispatch emergency services and begin calling your emergency contacts (friends, family, neighbor etc.) consistent with your Emergency Care Plan.

Does the pendant work when I am away from my home? What about from my mailbox or backyard?
The range of the pendant varies depending upon location of the console and the size and construction materials of your home. In most cases, you should be able to activate the emergency pendant from any room in your home with the range roughly about 500 feet. However, the two-way voice communication is restricted to up to 30-40 feet from the base station. Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated.

What if I am in a different room from the alarm console and you can't hear me?
Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated. We dispatch the appropriate help and begin calling your contact list.

Will the unit work if I lose electrical power in my home?
Yes, in the event of loss of power, the medical alert system has a back-up battery that will operate the unit for up to 32 hours, depending on the type of unit. The unit will also send a "low battery" signal to our monitoring center warning us that your unit is running on the battery. We will then call you to advise you of the low-battery condition and answer any questions about your medical monitoring system.  If necessary we will replace the battery.

What kind of battery life does the Vital Link Pendant have?
The Vital Link pendants utilize long life lithium batteries and will typically last up to 5 years under normal operation.

Will my help button break if I drop it?
Your help button is extremely durable and should withstand a normal fall. If too much water gets inside and effects the connection, we will replace the pendant at no cost to you.

Should the machine stop working, how do I get it fixed and is there a cost?
Vital Link Service is responsible for all service and repair for all of its equipment at no extra cost. We will ship battery replacements at no extra cost to you. Our medical alarm equipment has a Lifetime Replacement Warranty.

Do I have to do anything special if I have DSL internet service in my home?
All you have to do is notify our office so that we can troubleshoot to make sure your system is compatible.  We may need to provide you with a DSL filter at no additional cost.

What kind of warranty do you have on your equipment?
Vital Link Service offers a FREE Lifetime Warranty. The medical monitoring system comes with a warranty on parts, labor and service. Charges may apply depending on the repair/replacement needed.

Is my pendant water-resistant?
Yes, all Vital Link Pendants are water-resistant and may be worn in accident-prone areas such as the bath or shower. It is not designed to be submerged or exposed to water for a prolonged period of time such as in a swimming pool or hot tub.

What procedures are used to test the Vital Link system?
It is recommended that clients test the Vital Link system at least once a month This can be done by pressing the pendant and when our operators ask if the client is ok, they can inform the operator that they are fine and just testing.  A client may test as much as they want as there is no fee.

What if I lose or break my equipment?
The medical monitoring system comes with a Lifetime Warranty on parts, labor and service. Call our office at 1-800-752-5522 right away so that a new system can be sent to you so as to not go without coverage. Charges may apply depending on the repair/replacement needed.

Will the Vital Link System affect my telephone service?
The Vital Link System has no affect on your phone service. It only uses the phone line to dial when there is an emergency and briefly for testing. These calls are toll-free so you will not be charged.

I have a rotary phone line. Will the system work?
Our system will work with either a rotary/pulse or tone telephone line. Our systems ship with a tone setting. Simply tell our office when you order your system that you use a rotary/pulse phone so that your system can be configured for you.

Can I speak with you through my pendant or wristband?
Because our transmitters are designed to be worn at all times, including in the tub or shower, they do not have two way voice capabilities so you would not be able to speak with us through them. This is why our alarm console is specifically designed to provide the maximum voice range in your home.

What if I am on the phone when I need to use my pendant?
If you are on the phone connected to the unit, the medical monitoring system will disconnect your call and send the emergency signal to our monitoring station. If another phone in your house is in use, or possibly off the hook, then the console will attempt to communicate with the monitoring station but will not disconnect the call elsewhere in the house.

How large is the pendant? How can I wear it?
The pendant is a little bigger than a quarter and weighs about an ounce.  It can be worn as a necklace or on the wrist as well as clipped to your clothing.  We do have options for those who are unable to press it.

What if I press the button by mistake?
When you press the button, one of our emergency medical dispatchers will answer your call for help. If the button was pressed by mistake simply tell the operator that it was a mistake and that you are fine!

If something were to go wrong with my alarm how would I get it fixed?
Just give us a call at 1-800-752-5522. If we are not able to resolve the issue over the phone we will send a technician out depending on the client’s location, or a replacement unit at no charge.

How do I adjust the ringer volume? (see diagram)
Open the unit. Turn the unit upside-down. With a Philip screwdriver, open the back of the unit. (See Diagram) Adjust the right dial. Clockwise-volume up. Counter clockwise-volume down. Screw the cover back into the unit.

How do I adjust the speaker volume? (see diagram)
Open the unit. Turn the unit upside-down. With a Philip screwdriver, open the back of the unit. (See Diagram) Adjust the right dial. Clockwise-volume up. Counter clockwise-volume down. Screw the cover back into the unit.


Billing Questions

What is the cost to get the system?
Vital Link is priced for people on fixed incomes. There is no cost for the equipment and we provide free battery replacement for the lifetime of the system. If you are located in the Bay Area, there is a $50 installation fee and we will come to your home to set the system up. If you are located outside the Bay Area there is no set-up cost associated with self installation. There's no long term agreement so if you should cancel before the three months are up, we would refund you the balance. There is a discount if you pay quarterly or annually instead of monthly. Refer to our pricing page.
What if I paid on an annual or a quarterly basis and cancel the service before the term expires? How much of a refund will I receive?
You are only responsible for payments for the months you have had the unit. Vital Link will refund you the balanced for the unused months when the system is returned to our office.

Is the monitoring service the only cost?
The system equipment, consisting of a single console and pendant, are provided with your monitoring plan and must be returned in order to cancel service.

Is there a penalty for early cancellation?
Our agreement is just month-to-month.  There are no cancellation fees and you can cancel at any time.

I'd like to pay for the service for my parents, is that possible?
Vital Link Service can set up payment however you’d like.  You can either let us know when ordering the service or any time after service is set up.  We are able to bill anybody you’d like.  Vital Link is a great gift that offers increased independence and peace of mind.

Is your service covered by Insurance?
The service is usually not covered by insurance, however it is important that you check with your insurance provider to see if they will cover your medical alarm. Some do cover the expense. If you have a claim or prescription, your medical alarm payments may be reimbursed to you by your provider. We can provide you with a receipt that you can submit to your insurance provider for reimbursement.

How can I pay for the service?
Most Vital Link clients pay by direct debit payments out of their checking account.  We also accept Visa and MasterCard or you can send a check after receiving a bill in the mail.

What are my billing options?
You can choose to pay Vital Link monthly, quarterly, or annually. Vital Link accepts Visa, MasterCard, direct debits from your checking account or a check.

What if don't need the Vital Link System anymore?
If you decide you do not need the service anymore, simply contact the Vital Link office at 1-800-752-5522 to cancel it. We will either schedule a time to have an installer pick up the system or we will send you a pre-paid return label for you to send the equipment back to us.
Please mail it to:
Vital Link Medical Alert System
6529 Telegraph Ave
Oakland, CA 94609