Monitored vs. unmonitored: The seven reviewed brands all offer monitored systems, meaning the device’s call button connects to a live person, 24/7. (Ninety-four percent of members said their devices were monitored.) Unmonitored systems can be programmed to dial an emergency contact.
While there’s an advantage to having a monitored system—you’re guaranteed to connect with a trained professional, no matter when an emergency occurs—it typically comes with a monthly fee.
Cell vs. landline service: In the past, medical alert devices were designed to work over landlines, which meant they were largely confined to the home. Today, many systems operate on cellular networks, allowing users to summon help from anywhere.
Not everyone surveyed knew how their system sent calls. But a higher percentage of people had devices that used cell service rather than a landline (54 percent vs. 32 percent; 14 percent don’t know).
One recent development is likely a concern for many people who use medical alert systems that operate over a cellular network: 3G networks, which rely on older technology, are being phased out. This began earlier this year. AT&T finished shutting down its 3G network in February, and Verizon says it’s committed to sunsetting its 3G network by the end of 2022.
We reached out to the seven medical alert companies in our ratings, whose devices may operate on the 3G network, to find out how they have been handling this transition. Not all responded to our queries, but several that did told us they’d begun preparing for the 3G phase-out at least a year—sometimes several years—ahead of time. Bay Alarm Medical, Life Alert, Medical Alert, and Medical Guardian all said they successfully replaced any 3G devices ahead of the transition, without any cost to customers. (We’ll update this if and when we hear from the other three companies.)
If you’re unsure whether your device may need to be replaced, it’s worth giving your service provider a call to make sure your system is (and will remain) operational.
Basic service vs. additional service fees: Eighty-six percent of CR members who rated one of the seven brands said they paid some kind of monthly fee, which isn’t surprising given that a majority had monitored systems. Those with Bay Alarm Medical devices were the most likely to pay fees (98 percent), while those with Medical Alert devices were the least likely (75 percent).
Many people weren’t sure if they had a fee or may have been unsure about what their fee covered. Nearly a third weren’t sure if they paid a fee for additional services. When selecting a device, it’s a good idea to determine the monthly cost and ask for a rundown of what it covers.
Unintentional activation: About 8 out of 10 of those surveyed had activated their medical device, with accidental activations being more common than intentional ones. A third of device owners had activated their devices intentionally and unintentionally.
Some brands were more likely to be inadvertently triggered than others. Leading the pack was MobileHelp, where accidental activations were 66 percent more common than intentional ones. The least prone to accidental activation was Medical Guardian, the only brand where intentional activations were more common than the unintentional kind. For those who had devices with fall detection, about a third said the system had at some point registered that they’d fallen when they hadn’t.
Across all brands, users overwhelmingly reported they weren’t charged for any of these erroneous activations.
Malfunction rates: A large majority of users reported that their devices never malfunctioned, a category that included not working when activated, failing to detect a fall, or running out of battery life. While this was true across all brands, there was a clear outlier: Twenty-seven percent of those with GreatCall Lively Mobile devices reported a device malfunction. For the other six brands, that figure was much lower, ranging from 10 percent to 12 percent.
CR members can read on for the details of our exclusive member survey.
