RE: VitalCall alarms over the NBN
The National Broadband Network (NBN) is an upgrade to Australia’s existing telecommunications network. It’s designed to provide Australians with access to fast, affordable and reliable internet and landline phone services.
Lately, there has been discussion about medical alarms and whether they will work over the NBN, and the migration of these devices to the NBN.
VitalCall will ensure that our service remains functional in NBN areas. If the NBN has arrived or is coming to your area, please contact VitalCall on 1300 728 254 so we can ensure you have the right VitalCall system in place. A small percentage of our customers that have been with VitalCall for a longer period of time may require an upgrade to their units prior to connecting to the NBN.
There are a few scenarios concerning VitalCall and the NBN. Which one applies to you?
- NBN is already installed in my home - Please call us as soon as possible on 1300 728 254 so we can ensure you have a NBN-compatible unit.
- NBN is coming to my area - Please call us as soon as possible on 1300 728 254 before you sign any contract with a Retail Service Provider so we can ensure you have a NBN-compatible unit. Also you want to make sure you tell your RSP you have a VitalCall and you will require a back-up battery.
VitalCall has been working closely with the NBN and the Personal Emergency Response Systems Association (PERSA) to ensure our customers understand the impact of having the NBN connected to their homes and the effect it has on their VitalCall service. VitalCall has implemented several processes to help customers with NBN queries, including:
- VitalCall has created a database and sent written communications to customers affected by the NBN not only in Armidale but also in other areas outlining some basic steps to follow to ensure their service is not interrupted
- In essence, VitalCall customers are being asked to contact us on 1300 728 254 so we ensure they have an NBN-compatible unit. As part of our procedure, customers should press their pendant so a test alarm can be placed to the VitalCall 24/7 monitoring centre, and if necessary, VitalCall will send a technical expert on site to ensure the VitalCall system has been correctly connected by the Retail Service Provider.
- Customers are also being advised to tell Retail Service Providers that they have a medical alarm and will need a backup battery.
- A VitalCall NBN hotline (1300 728 254) has been created last week to take NBN related queries and our call centre and response centre have been briefed and have a set of standard Q&As to advise customers
- We are in regular communication with our service providers to inform them of updates to this matter
VitalCall is currently working with many of the NBN Co registered Retail Service Providers (RSPs) to ensure our customers will continue to get their VitalCall service without any disruption when they switch to the NBN. For more technical details on how VitalCall works over the NBN, click here.
If you are currently a VitalCall customer, it is important you contact us on 1300 728 254 prior to signing a contract with any RSPs providing services over the NBN, so we can check if your unit will be compatible with the NBN.
Kind Regards,
The VitalCall team
1300 728 254 | www.vitalcall.com.au | customer.service@vitalcall.com.au