O2health Help at Hand, User Manual

Page 1: ...1 User guide Help at Hand ...

Page 2: ... care you need And by using communication to make sure there s someone there when you need them We ve created Help at Hand a service that makes caring for and being cared for easier Welcome to Help at Hand With your Help at Hand handset help is not more than a press of a button away This is everything you need to know to get set up What your Help at Hand handset can do Connect to a 24 7 support ce...

Page 3: ... and service Details of who your chosen helpers are at least two and a maximum of eight Next steps Over the page there s a summary of the steps you ll need to take to get you up and running You ll find more details on each of the steps in the following pages Make sure your handset is on and fully charged before registering Getting started Your Help at Hand handset Turn on the handset here Make sur...

Page 4: ... be a guide on each screen and pay for your subscription 3 Put in the battery so the gold tabs on the battery connect to the gold tabs on the phone And replace back by sliding up 4 Charge the handset with the charger for 24 hours And make sure you get a GPS signal 1 Take the back off the handset by sliding it down 5 Go to https helpathand o2 co uk You will need Internet access and a credit or debi...

Page 5: ...he handset in clear view of the sky for five or ten minutes This lets your handset find a GPS signal The GPS icon will stay static when the handset has a GPS fix It will flash when it s searching for GPS When your handset has no GPS or no GPS icon is shown or is searching for GPS GPS icon is flashing the battery life will be significantly reduced To avoid this keep your device in a place where the...

Page 6: ...the screen Paying for months and minutes You need to be subscribed to get in touch with our support team using your handset You can choose how long you subscribe for one month three months six months or a year If you want to use your handset to make calls on buttons 1 4 on the handset you ll need to buy minutes on top of your subscription and add phone numbers to use as speed dials using our websi...

Page 7: ... where your handset is Whenever you re logged into your account you ll see a map on the right hand side of the screen under the heading Last known location This lets you keep track of where your handset is Remember it is important to get a recent GPS reading so that the support centre can accurately determine your location If you can t see a location take your handset outside for 5 10 minutes to g...

Page 8: ...ave at least two chosen helpers and a maximum of eight We recommend you choose people you can trust and who have agreed to help you if necessary Personal details Your name Your address And everything else we need to know to help you when you call us Handset details If you get a new handset you ll need to tell us by updating your details here We ll ask you for your new phone number and IMEI number ...

Page 9: ... adjust other settings The blue support button You can use the support button to call us and we ll get in touch with your chosen helpers Fall alert You can choose whether to alert us if your handset detects a fall Because it s sensitive we ve left this option switched off to start with When it s on it s a good idea to test it Throw it in the air and catch it The handset will say fall detected to l...

Page 10: ...f four zones either safe or no go Click Zone set up On the next screen you can tell us where you want the centre of the zone to be And change the size If you go outside a safe zone your handset will ring our support centre And if you go into a no go zone your handset will ring our support centre Low battery reminder We can tell your chosen helpers when your battery is low We automatically send an ...

Page 11: ...ee how long you have left with Help at Hand Make a new payment Or check your payment history If you want to use your handset to make calls you ll need to buy minutes on top of your subscription and add phone numbers to use the four buttons as speed dials To top up your minutes click Top up online This will send you to a different site where you can pay for minutes You ll need your card and phone n...

Page 12: ...rk until you unlock it Sound symbol Your sound s on So the handset will ring GPS icon When your handset has a GPS signal the icon will be static When your handset is searching for GPS the icon will flash Vibration symbol Your handset is set to vibrate Your handset won t ring Headphone symbol You ve got headphones plugged in Message symbol You ve got a text Battery symbol How much battery you ve go...

Page 13: ... left side turns the handset on and off Calling 999 1 Press the to go into menu You can make a 999 call on your handset It s the first option in the handset menu 1 Select Menu by pressing the green circle 2 Select 999 Call the first option on the menu by pressing the green circle 3 To confirm you want to call 999 press the green circle Or cancel by pressing the red cross 4 Your handset will call 9...

Page 14: ...upport button it tells me Supportalarmoff Whatdoesthismean You or someone with access to your account have either switched the button off or your subscription has run out See page 28 for more information and don t worry we ll remind you when your subscription is nearly up If you accidently pressed it press to cancel Sensing a fall You can set your handset so it calls us straight away if it detects...

Page 15: ...tes to let us know where you are We ll get hold of your chosen helpers And let them know where you are Checking your battery As well as a symbol on the screen we can tell your chosen helpers when the battery on your handset is low Use our site to turn the alert on or off When you first get your handset it will be switched on When the battery gets below 20 it ll vibrate beep and show Battery low We...

Page 16: ...t by going to https helpathand o2 co uk or going to o2 co uk webtopup To make a call 1 Press the number you want to ring 2 Press the red cross to cancel the call 2 Press the to reject a call 1 Press the to hang up 2 Press the to answer 1 Press the to go into menu 3 Press the again to select 2 Press the to move to call history To pick up 1 Phone rings 2 Press the green circle To reject a call 1 Pho...

Page 17: ...ress the red cross to read it later 3 Press the to read it later 2 Press the to read it now To read a text 1 Go into the menu 2 Use the side buttons to go to Messages 3 Go into the Inbox 4 Pick the text you want to read using the green circle To delete a text 1 Go into Messages 2 Go to the message you want to delete 3 Press the green circle 4 It ll ask you if you re sure you want to delete it 5 Pr...

Page 18: ...matically answers a call Whether to lock the sim to this handset Locking the keys Press the power button briefly to lock or unlock your keys This will only work if you re on the home screen If you re not press the red cross as many times as you need to take you back to it Turning off the power Hold down the power button Checking your alerts are on Go into the menu and find Alarm check You can see ...

Page 19: ... dial out on your Help at Hand handset You can use your phone to set the customer services number as one of your speed dials How long will the support centre take to answer my call for help We answer 99 of support button calls in 60 seconds if we re really busy it might take up to three minutes So you shouldn t have to wait long When should I press the support button Whenever you need to As long a...

Page 20: ...e are two things you ll have to pay for 1 Your Help at Hand subscription so you can get help from the support centre 2 Top up credit so you can make calls to your four chosen numbers What if I forget to pay for my subscription We ll send you texts and emails to let you know your subscription s getting close to running out But if it does run out all you need to do is log on to the website and sign ...

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