Latest product updates
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Personal Trigger Returns Process Change - 17.5.11
Over recent months, Tunstall has been reviewing its service repair centre with the aim of improving the service it provides to customers. During this process it has been identified that over 90% of return triggers have no fault which is putting significant pressure on the service.
In order to ensure that products continue to be repaired to the highest quality with extremely efficient lead time, on 23 May 2011 Tunstall is implementing a change in the way such returns are handled. Please click here for more information.
New MyAmie Pendant Now Available - 31.1.11
The MyAmie was launched at TSA in November 2010 and we are very pleased to announce that all orders for Amie+ or Gem+ from Monday 31 January will be replaced by the new pendant.
The MyAmie has been developed in response to customer feedback that showed an increasing number of people prefer to wear the pendant on their wrist and after extensive testing, we have designed a very comfortable to wear pendant that is half the size of the Amie+, yet the red button is a third larger. Please click here for more information.
Lifeline Connect and Connect+ Unit Battery Monitoring – 28.1.11
TSA guidance on battery testing is for Telecare Service providers to follow the manufacturer’s recommendations. Until now Tunstall’s guidance, in addition to monthly pendant tests, was to perform a home unit battery test every 6 months by unplugging the home unit from the mains power and then generating an alarm call.
Tunstall has reviewed its battery information and has enhanced its Lifeline Connect and Connect+ units with a unit battery monitoring feature. All home units manufactured from 31st Jan 2011 will now include the feature. This will support battery management procedures and in particular avoid the need to carry out the 6-monthly unit battery tests as previously recommended and will also raise alerts to any battery failures at the earliest opportunity. Please click here for more information.
Security Dialers connected to PNC monitoring centres - 1.9.10
Please be aware that DC54 and DC58 Security Dialers are no longer available. As a result, Tunstall is now supplying the 08400UK-21 model as standard. The replacement model (08400UK-21) does not comply with the same BSIA Form 255 Fast Format standards used by PNC Fast Format Protocol. This means the unit will incorrectly respond to PNC Tunstall Protocol handshakes and communication will fail. After thorough investigation by Tunstall, the only option available to overcome this issue is to ensure that the Fast Format Protocol does not co-exist on the same line as other protocols and as such 08400UK-21 Security Dialers must have an exclusive line to the PNC monitoring centre. Please note that this is a change by manufacturers of security dialers and there are no modifications that can be made to PNC to overcome this.
Telehealthcare Helpline number changes to 0844 855 1564* - 22.7.10
Please be aware that the Telehealthcare Helpline telephone number has now changed to 0844 855 1564*. Whilst the old telephone number will continue to work for the next few weeks to guarantee the continued service please use the new telephone number with immediate effect. *Calls cost 5 pence per minute. Calls from mobiles may vary.
Next Generation Networks (NGNs) and Telecare Alarm Units - 2.6.10
Over recent weeks, a number of statements have been made by telecommunications operators (e.g. Sky, Talk Talk) who employ Next Generation Networks (NGNs), with regards to the compatibility of Telecare Alarm units on their networks. The TSA has also sent out an advice notice on this subject. Click here to read advice on the action you should take when encountering NGNs enabling you to ensure the most appropriate telecare devices are being deployed.
Lifeline Connect and Connect+ power transformers - 25.5.10
Tunstall has been informed that a small number of power transformers have been found to buzz when connected to the mains. Tunstall has investigated the issue and traced it to a very small batch (less than 500) of transformers. The affected transformers are marked with X11 on the plastic casing. Whilst there is NO safety issue, Tunstall will replace transformers that show signs of the problem. Therefore in the unlikely event that you receive a transformer that exhibits the problem, please return the power transformer to Tunstall and a replacement will be provided.
Inactivity management with Lifeline home units – 18.5.10
Following customer feedback and subsequent investigation, Tunstall has become aware of an issue with some customers’ understanding of Inactivity Alarms from Lifeline home units. When inactivity is programmed for an elapsed time (e.g. 1 hour) within a continuous period and NO ELAPSED TIME is set, the Lifeline unit will not send an inactivity call under any circumstances.
If the system is correctly programmed then the receipt of a message will most probably indicate Inactivity, however Monitoring Centre staff should also be mindful that the system is designed to also alert if a telecare sensor failure occurs. As a result in a minority of occasions the receipt of a message may be alerting to a failed peripheral (e.g. PIR or Pressure Mat). Therefore failure of an element of the inactivity system such as a PIR or a Pressure Mat will cause an Inactivity message to be transmitted if the Lifeline home unit is programmed appropriately.
Lifeline Connect and Connect+ - Code B message - 15.2.10
Following customer feedback, Tunstall has become aware of a Code B message that is being presented to monitoring centres by some Lifeline Connect and Connect+ home units manufactured before May 2009, and which is not associated with an actual equipment failure. This communication is intended to explain the Code B message and what action to take. Click here for more details