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Yes, it is designed to be mobile and will work wherever there is adequate wifi and/or cellular coverage. However, poor cellular coverage may result in the inability to place a call or detect a fall and/or properly locate you during an emergency.

LivingWell Companion Home is designed to be used inside the home up to 600ft from the base station.

Yes, our monitoring stations and trained operators are located in Canada

We suggest that you contact the manufacturer of your pacemaker and your physician and inquire about whether your pacemaker is susceptible to RF emissions consistent with the frequency of our device. TELUS Health Medical Alert Pendant emits a radio frequency (RF) Operating Bands Telus LTE CAT1 FDD B2, B4, B12 = Band 2 is 1900MHz. Band 4 is 1700MHz. Band 12 is 700MHz. is associated with standard 2G and 3G cellular communication, and it is in compliance with FCC Part 15 restrictions, including those for radiated emissions.

Medical Alert

Once an alert is triggered, if a fall is detected or by pressing and holding the call button for three seconds, you will be triggering an alert for requesting a call with our trained live Medical Alert operators, who will then engage in a 2-way call with you through the speaker in your device (Base unit for Home; mobile pendant for Medical Alert). After a short pause, you will hear a voice message followed by tones or ringing and then connected with the Medical Alert operator. An alert can also be triggered if your device (if equipped) detects the occurence of a fall. In some instances, the fall detection feature might not detect all falls. If you do fall, do not wait for the call; always press and hold the button for help when possible.

Living Well Companion

Once an alert is triggered, it will request a call with our trained operators, who will then engage in a 2-way call with you through the speaker in your device's base unit. You may hear a series of beeps before the connection occurs.

The fall detection feature on TELUS Health Medical Alert uses motion technology guidelines like algorithms and sensors to help detect the occurrence of a fall. It is usually more accurate when the device is worn with the provided lanyard on your chest over clothing. If the device detects a fall, it will call an operator who can dispatch emergency services and/or contact your emergency contacts if needed. In some instances, the fall detection feature might not detect all falls. If you do fall, do not wait for the call; always press and hold the button for help when possible. The device includes an alarm cancelling feature so that if you don't need assistance, you can tell the operator when asked.

Shipping products directly will enable delivery of peace-of-mind faster. There is no need to schedule appointments or to wait around.

Under normal circumstances, it should take approximately 3-5 business days.

There is no additional charge for shipping, but a one time $35 activation fee will apply.

Please call Customer Support at 1-888-505-8008 and select Technical Support for our agents to assist with troubleshooting over the phone.

Support Hours:

Monday - Friday: English: 9:00 a.m to 7:00 p.m.

French: 9:00a.m. to 4:00p.m. local time.

Saturday - Sunday: English: 11:00 a.m. to 7:00 p.m.

French: 10:00a.m. to 4:00p.m. local time

Note: Hours may differ on holidays

Please call Customer Support at 1-888-505-8008 and select Technical Support for our agents to assist with troubleshooting over the phone.

Support Hours:

Monday - Friday: English: 9:00 a.m to 7:00 p.m.

French: 9:00a.m. to 4:00p.m. local time.

Saturday - Sunday: English: 11:00 a.m. to 7:00 p.m.

French: 10:00a.m. to 4:00p.m. local time

Note: Hours may differ on holidays

Yes. The end user of the service does not have to be the same as the person responsible for payment. If you contact our customer care experts, they will be able to help you set up this arrangement. If you are not the end user, always ensure to obtain consent from the intended user prior to contacting us, notably with respect to sharing any of their personal information.

Medical Alert Don't worry. The device includes an alarm cancelling feature so that if you don't need assistance, you can press and hold the button to cancel the call or tell the operator that everything is ok and no further action is required.

Living Well Companion

Don’t worry, let the base station continue its 2-way call and let our trained operator know that everything is okay and that no further action is required.

Yes, you should test your device weekly by pressing and holding the call button for three seconds or until the light turns blue, then release the button. After a short delay, you will hear a voice and then tones or ringing. The operator will answer the call and you can let them know you are testing the device. If your device does not test properly, call us at 1-888-505-8008.

You should test your service monthly by pressing the device's help button for at least 3 seconds and engaging in a 2-way call with our trained operators. Just let our trained operators know that you are just testing the unit.

TELUS Health Medical Alert has an IP67 water resistant rating and can be worn in the shower. It should not be submerged and should be towel-dried after exposure to water.

LivingWell Companion is not suitable for extended and continuous water submersion. For showering or bathing, we recommend you wear the device on your lanyard or set it on the edge of the shower or bath area, so that it is within reach.

Please call Customer Support at 1-888-505-8008 and select Technical Support for our agents to assist with troubleshooting over the phone.

Support Hours:

Monday - Friday: English: 9:00 a.m to 7:00 p.m.

French: 9:00a.m. to 4:00p.m. local time.

Saturday - Sunday: English: 11:00 a.m. to 7:00 p.m.

French: 10:00a.m. to 4:00p.m. local time

Note: Hours may differ on holidays

Please call Customer Support at 1-888-505-8008 and select Technical Support for our agents to assist with troubleshooting over the phone.

Support Hours:

Monday - Friday: English: 9:00 a.m to 7:00 p.m.

French: 9:00a.m. to 4:00p.m. local time.

Saturday - Sunday: English: 11:00 a.m. to 7:00 p.m.

French: 10:00a.m. to 4:00p.m. local time

Note: Hours may differ on holidays

From a low charge, it takes approximately two to three hours to fully recharge your device. Only charge as needed.

Your TELUS Health Medical Alert Pendant can be worn as a pendant around your neck using the provided lanyard or on your hip with the provided belt clip. You will receive one pendant with one lanyard and one belt clip that can be easily changed.

The LivingWell Companion Home without fall detection pendant can be worn as either a pendant around the neck using the provided lanyard or using the wristband attachment. You will receive one pendant with a lanyard, along with the wrist band accessories that can be easily changed.