Healthcare and Senior Living
855-681-5351
855-681-5351

HomeSafe Communicator is Connected but not Working

Your Lifeline Communicator might not be working properly for several reasons. Please check the following:

Power

Is your Communicator turned off? If so:

Please turn your Communicator on by locating the on/off switch on the back of it. Confirm that your Communicator is plugged into a working power outlet not controlled by a wall switch.

Phone

Are you having telephone problems? To check:

  • Do you have a dial tone on all of your phones? If not, contact your phone company. Your Communicator will not work unless it is connected to a working phone source.
  • The phone jack that is connected to the Communicator might not be working. To verify whether it is working or not, plug a phone into the exact phone jack that the Communicator is connected to. If the phone doesn’t work, contact your phone company or move the Communicator to a working phone jack.
  • Is your Communicator connected to the correct phone source? If you have cable phone service, you will have a modem in your house. Depending on your setup, you may need to plug the Communicator directly into Line 1/Phone 1 of the modem.

Setup

Please note that your Communicator could look slightly different than the one shown here, but it will connect the same way.

Is your Communicator connected properly? To check:

Cable modem with phone

    1. Your Communicator and cable modem should be installed in the same room.
    2. Plug the Communicator’s phone cord into the telephone jack on the cable modem. This jack should be labeled as Phone 1 or Line 1. If the cable modem has more than one telephone jack (Phone 1, Phone 2), the Communicator must be plugged into the first one (Phone 1). Do not plug the phone cord into the larger plug labeled Computer, Internet or Network.
    3. Plug your telephone into the Communicator’s auxiliary phone jack.

 

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Cable modem without phone

Your Communicator and cable modem should be installed in the same room.

  1. Unplug the phone cord from the cable modem, and plug the phone cord into the Communicator’s auxiliary phone jack.
  2. Plug the Communicator’s phone cord into the telephone jack on the cable modem. This jack should be labeled as Phone or Line. If the cable modem has more than one telephone jack (Phone 1, Phone 2, the Communicator must be plugged into the first one (Phone 1). Do not plug the phone cord into the larger plug labeled Computer, Internet or Network.

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Standard wall jack with phone

  1. Unplug your telephone cord from the wall jack.
  2. Plug the Communicator’s phone cord directly into the telephone wall jack.
  3. Plug your telephone cord into the Communicator’s auxiliary phone jack.

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Standard wall jack without phone

  1. Plug the Communicator’s phone cord directly into the telephone wall jack.

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

DSL Service

The Communicator does not need to be in the same room as your computer, and it does not need to be plugged into the same phone jack as your computer. You should have a DSL filter for your wall jack (either provided by your internet service provider or purchased from an electronics store).

  1. Connect the Communicator’s phone cord into the DSL filter.
  2. Plug the DSL filter directly into the telephone wall jack.

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Dial-up Internet

Your Communicator and computer should be installed in the same room.

  1. Plug your computer’s phone cord directly into the Communicator’s auxiliary phone jack.
  2. Plug the Communicator’s phone cord directly into the telephone wall jack.

Note: Connecting a phone or other device is optional and not required for your Lifeline Service to work. However, if you are connecting a phone it should be plugged into the Communicator’s Auxiliary phone jack.

Important: If you require an access code, such as pressing “9″ to dial out, please contact us Monday through Friday, 8:30 a.m. to 6:00 p.m. EST, so we can reprogram your Communicator. It is important that you contact us using the telephone plugged into the Communicator.

Helpful Tips: While making any adjustments to your Communicator, it is recommended that you turn it off. After making adjustments, you can then turn your Communicator back on and test it. If you are still experiencing problems, contact our Customer Service department at 800-635-6156.