Frequently Asked Questions:
Q. Do I need a land line (standard telephone line or most VOIP telephone connections) to use the myHalo medical alert system?
A. You will need a land line or Internet connection to install myHalo.
Q. What happens if I am unavailable when the system detects a fall or other emergency event?
A. Your loved one is still protected. A trained operator from our 24/7 emergency response call center will call your loved one and everyone on their caregivers list you provide at the time you create your account until they reach someone. If we cannot validate that the event is a false alarm, we will dispatch local emergency services for your loved one.
Q. Will myHalo trigger an alarm if I lie down?
A. Lying down, getting into bed, or reclining should not cause a false alarm. Our fall detection is independent of a “horizontal lie”. This means less false positives, and it means that falls detected are more likely to be real falls.
Q. Will myHalo detect all falls?
A. Our engineers work very hard to deliver what we believe is the best fall detection technology available. However, there will always be a small fraction of falls that are undetectable. Based on our testing, we detect approximately 98% of catastrophic falls and 92% of all falls (including very minor falls, controlled falls, etc).
>> Learn more about fall detection
Q. What happens if the power goes out? Will the system still work?
A. The myHalo Gateway does not have an internal battery; however, the system is compatible with an external Uninterrupted Power Supply (UPS). In this case, if your loved one falls while the power is out, the gateway will use the existing phone line to call in the emergency situation. The UPS is required for the system to work during a power outage. If you are using a VOIP phone the cable modem and phone adapter need to have battery back-up or be plugged into the UPS.
Q. How long does the battery on the wearable device last? How long does it take to recharge?
A. The battery charge lasts about 48 hours under normal conditions. It can be recharged to full capacity in 1 to 2 hours. Most users recharge routinely every day for 1 hour.
Q. How much tolerance is built into the device to allow for less-than-perfect placement of the chest-strap or belt clip on the body?
A. Testing indicates the device is very tolerant to misplacement. [See the myHalo User Manual for wearing instructions].
Q. What happens if the device is taken off?
A. myHalo Complete systems can detect when the chest strap is being worn or when it is removed. You and your loved one can configure how this situation is treated by using your internet portal log in at myhalomonitor.com or by calling Halo Technical support at 1-888-971-4256. Typically, caregivers will choose to be notified via text message or E-mail. If the myHalo system is connected to the internet the notification will be sent when the device has been removed for more than one hour. If the myHalo is connected via a phone line the notification is delayed until the next dial-in which occur approximately every six hours.
Q. Does the medical alert system include “automatic fall detection”?
A. Yes, myHalo is the first and best-in-class automatic fall detection medical alarm. myHalo is saving lives every day with its advanced fall detection technology that can distinguish between someone falling and other normal movements
Q. Does someone install this for me, or do I do it myself?
A. If there is an authorized myHalo dealer in your area, they can install myHalo for a $50 fee. This fee includes installation, a range test and hands on product education. However, if there is no dealer available in your area, installation on your own is easy, and the Halo technical staff is available over the phone during the workday, evenings and select hours on weekends to assist with installation and product education. There is no charge for this service.
Q. Does myHalo come with other services?
A. Yes. myHalo Clip and Complete are both water resistant and provide a secure web portal for viewing steps, activities and sleep and wake patterns of the user. The Complete also provides monitoring of the user’s heart rate and skin temperature. Ours is a smart system that allows the caregivers to set alerts for low battery, strap not worn, and user out of range. With the addition of a Bluetooth adapter the myHalo system supports Bluetooth compatible blood pressure monitoring and weight scale devices (contact myHalo for details).
Q. Who staffs your call center, where are they located and what are the average response times?
A. Our emergency response call center is located in Reading, PA. The center is staffed by trained multi- lingual Emergency Medical Technicians (EMTs). The facility is UL certified and specializes in emergency response for seniors. The average response time is 2-4 minutes.
Q. Am I purchasing these devices, or leasing them, or neither, and what is the total yearly cost
A. myHalo is leased by our customers for a small monthly fee of $49 for myHalo Clip and $59 for myHalo Complete. There is no long-term contract required. You pay month-to-month and can terminate service at any time. What happens if you no longer require the equipment? If the equipment is no longer needed, call Halo to terminate your subscription agreement. You will be responsible for returning the equipment in its original box to Halo Monitoring within 10 days of termination.
Deposit, shipping and monthly fees :
myHalo Clip for one year will cost approximately $703. This includes $99 deposit, $16 shipping, and 12 months of service at $49 each month.
myHalo Clip Complete for one year will cost approximately $823. This includes $99 deposit, $16 shipping, and 12 months of service at $59 each month.
Q. What is the range of myHalo?
A. 300ft. line of sight and the system usually covers a 3000 square ft. home depending on the construction and lay out of the house. The myHalo Gateway can often be placed in a central location in the home to offer the best range coverage within the home and still allow coverage to the user’s mailbox or driveway
Q. Does Halo’s medical alert system work with Voice Over Internet Protocol (VOIP) –which allows telephone calls to be made over an IP network such as the Internet instead of the traditional land line phone system?
A. Yes, in most cases. Unless your service provider requires special digital phones be used, myHalo should work. Unlike traditional medical alarms, myHalo uses modem signals, which allows the VOIP network to disable compression, protocols which otherwise can cause most medical alarms to fail. This can be easily verified by calling your VOIP service provider and asking if their phone line is capable of working with a fax machine. If you are not sure, the Halo customer service staff can usually verify this for you in advance of installation.
Q. What happens if something goes wrong with my equipment?
A. You may call your myHalo Authorized Dealer or the Halo Technical Support team for assistance. If you call your authorized myHalo dealer, they will either come to your home to check the system and make the necessary adjustments or first involve the Halo technical support team to work through the issue over the phone and send a replacement unit to you for the dealer to help you reinstall if necessary. If Halo’s technical support staff sends a replacement they will also send a return-shipping label for you to return the defective unit.
Q. What happens if I damage the equipment?
A. The equipment is covered by a lifetime warranty that includes normal wear and tear. However, accidental or intentional damage are not covered by the warranty. Halo’s technical support staff will send a new unit to restore service as quickly as possible. The new unit will include a return-shipping label to return the defective unit. The customer may be billed for the cost of damage.
Ethernet Installations
Q. Could there be any issues with my computer’s firewall while using myHalo?
A. On occasion users have to change the firewall setting on their network in order to properly setup their myHalo unit. The firewall ports that need to be unblocked for myHalo include: UDP 123 (NTP), TCP 443 (HTTPS), and TCP 37215.
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