Frequently Asked Questions

Medical Alert system AKA Personal Emergency Response System (PERS) is a console that has a “Help” button. Once you push this button you will get connected to our live operator who will assess your emergency and call for help.

In-Home PERS connects you to our operators and then we send help to your address that is registered for your system. Portable PERS also connects you to our operators and then we send help to your exact location provided by our GPS tracking technology.

While In-Home system workes at one location where you set it up. Portable Emergency Alert devices can be used anywhere nationwide. Our operator will receive your location by GPS/Wifi technology built-in to our Portable devices.

Landline system has to be connected to a phone line jack and active phone service must be available. Our system will you this line only when emergency alert is activated.

Cellular system has its own built-in wireless connection and can be based anywhere around the house (No phone line needed).

You will speak through a two-way voice communication system that is built-in into our Emergency Alert Device. If for any reason, you are not able to talk we will try to call you phone first before dispatching for an emergeny.

Medihill® is the only company who will connect you in under 30 seconds and we always upgrade to use the latest technology and connect faster. Our average connection time is about 22 seconds.

Yes, our highly trained operators are available 24/7 every day including weekends and holidays.

No, first we will try to determine type of emergency by talking to the user. If we do not get an answer, then we will send emergency help to the current location right away.

Your Medihill Medical Alert System will be programmed to your name, phone number, address and other relevant information. Once you push the “Help” button from your device, our operator will receive this information and send for help to your exact location and notify anyone that you wish.

For In-Home PERS we will use the address that you have provided. For Portable PERS we will use GPS technology to find your exact location.

If your personal information (phone, address, contacts) has changed, please notify our customer service team promptly at 1.855.633.4445 or service@medihill.com to update our systems. Otherwise, we might not be able to properly direct assistance to you in case of an emergency.

Yes, you give us a list of people to contact in case of emergency and our operators will reach out to call, text or email anyone you choose.

Wait until you get connected to an operator. Tell us that you are OK and do not need help.

No our service can be on a month-to-month basis but the longer period of time you sign up for the rates are better. So you would find that quarterly, semi-annual or annual rates would be less expensive than the monthly rate you would pay.

If you would like to cancel our service for any reason, please send us a notice in writing or by email service@medihill.com or call 1.855.633.4445. Once we receive the notice, we will stop the monitoring service at that time. We will also provide you with a Return Authorization Number (RAN) number which gives you the ability to return the equipment to us. Once we receive the equipment back in our possession, and in proper working condition, we will terminate the account without any fees. If a refund is due to you, it will be processed at that point in time.

If you are getting more than one device for people in your family, we will arrange to give you a discount of 5% for each of the services your family members would be enrolling for.

Please, call 1.855.633.4445 or email contact@medihill.com to find if your senior organization membership is qualified for a discount.

No, you pay only for the monthly service you have signed up for.

Your fees will never change unless you want to upgrade/downgrade your service or add other features like fall detection, protection plan, telehealth e.t.

*If you use Promotional Codes that provides only single discount or a trial period then your fee will become regular price after that initial purchase.

Absolutely not. Our only goal is to keep you safe! Your fees are not affected and will not go up if you push the button more frequently.

Yes, you can return the equipment within 30 days for full refund.

No, the way our service works is that we are renting the Emergency Alert equipment to you for a specified period of time and you are being charged only for the particular type of service you signed up for which is why we need to receive the equipment back in working condition before the service can be completely terminated. 

None of the Accessories that are paid for need to be returned. Only main PERS unit.

No, it can work with cellular service in the area. Both Medihill In-Home PERS with cellular service and Portable units use their own wireless network connections.

No our PERS will be able to use your existing Landline. However, if you have home service which utilizes voice over IP services like Vonnage, then your landline will not work. In that case, you could order IN-Home Cellular Plan which would access cellular service or use one of our portable GPS units as they work independently. So if you chose cell service, you would not have to have a landline.

No, our equipment work independently. If you choose the Cellular service, then you will not need to have a Landline or any other phone connection.

Medihill service will work anywhere in the United States with a landline. Wireless services depend on AT&T / T-Mobile / Verizon coverage in the area.

Medihill Coverage Area.

A&T Coverage Map.

The equipment should be tested at least once a month. Once you actually connect with one of our operators, just tell them that you are testing the equipment. In addition, we ourselves send a silent signals to your equipment regularly to make sure that it is working properly.

In-Home pendant can be worn around the neck or as a bracelet on the wrist.

Portable pendant canbe worn around the neck or clipped to the belt.

Usually the battery life of a Pendant is about five years. Test the pendant regularly and if it stops working, it will be replaced at no charge to you.

Our In-Home PERS has 24 hours backup battery so you will be covered for one day.

Once you are outside, the mobile device has GPS technology but it remains passive (meaning it is not turned on) until you push the button or an emergency arises. Only then will our service turn on the GPS to find where you are located.

View our Shipment And Returns policy

If the equipment has a manufacturer defect with normal wear and tear, a replacement will be sent to you at no charge. If it is lost or stolen or damaged, a $150 replacement fee will be charged unless you have taken an equipment protection plan.

For both our In-home and Portable models, you may purchase our protection plan. This warranty includes an Annualtwo-time replacement of either device if damage/loss takes place and saves you from paying up to $150 for a replacement.

Yes, we accept Medicaid Insurance. In order for us to provide the service we need to receive authorization from your Program Case Manager. When making a request make sure they know that you would like Medihill to be your service provider. Program Case Manager will be able to find us in the list of providers and send us authorization or contact us for any questions. We will arrange everything else regarding to the equipment and service.

Note: We cannot contact your Insurance or Health Workers on your behalf to get the authorization for the service.

Yes, we accept certain Medicare Advantage Plans. Please, contact your Insurance to find out if your Medicare Advantage Plan will cover Personal Emergency Response System. If it does, then you need to make a request for service or contact us to help you all neccessary arrangments.

Every Insurance is different. You will need to contact your insurance company to find out if Personal Emergency Response System is covered for you. If it does, then you need to make a request for service or contact us to help you with all neccessary arrangments.

Login to Medihill's Payment Portal. Your User Name will be your email address.

Medihill Payment Portal (service.medihill.com)

In the portal you can view your Subscriptions, Invoices, Payment History, Statements . You will be able to make payment via secure payment gateways and update your payment information if you want to use a different credit card or update an expiration date.

Click "Forgot Password?" and restoration instructions will be sent to your email.

When you sign up for Medihill® HealthTracke protal you can access it here: HealthTracker.medihill.com

You will be login with your password or other social accounts that you set up.