O2health Help at Hand User manual

1
User guide
Help at
Hand

32
What’s in this guide?
• Getting started Page 4
A summary Page 6
In more detail Page 8
• Using the website Page 12
• Using your handset Page 21
• Frequently asked questions Page 37
Why O2Health?
We’re using our understanding of mobile
technology to make healthcare more
accessible. By introducing products and
services that make it easier, simpler and
faster to get the 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 centre.
• Call for help if it detects a fall.
• Make calls to four saved numbers
(speed dials).
• Get calls and texts.
• Let your chosen helpers know when
your battery’s low.
Hello.

54
You’ll need these before
you start
• Your Help at Hand handset.
• Your O2 sim card.
• The charger.
• Internet access.
• Your credit or debit card.
• The IMEI (the product code for your Help
at Hand handset) and phone number.
You’ll find these on the side of the box.
• Details of who’ll use the handset
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 sure it’s
on and fully
charged before
registering
Scroll up
and down
with these
buttons

76
a summary
2. Put in the
sim card.
6. Log into your
account (if you’re
not already
registered with
O2, you’ll need
to register a new
account).
9. To get an accurate
location for your
handset, go
outside for a few
minutes.
That’s it.
You’re ready to use Help at Hand.
7. Go through the
four stages on the
site (there will 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
debit card.
8. Make a test call
to our support
team by pressing
the blue support
button in the
middle of the
handset.

98
There are two steps to
setting up. The first is
preparing your handset.
The second is setting
up your account online.
Prepare your handset
Take the back off the handset by sliding it
down, put in the sim card and then put in
the battery so the gold tabs on the battery
connect to the gold tabs on the phone.
Replace the back by sliding up.
Next, you’ll need to fully charge it. The slot
is on the bottom of the handset. You’ll need
to charge it approximately every 24 hours.
in more detail
Once you’ve charged the handset for 24
hours, leave the 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 GPS icon
stays on screen (like near a window).
Help at Hand uses GPS to send your location
to the support centre. GPS is accurate up to
100 metres, but it is only available outdoors.
It is important to get a recent GPS reading
so that the support centre can accurately
determine your location.
Now you can start setting up your account.
GPS Icon

1110
Set up your account online
Go to https://helpathand.o2.co.uk
If you already have an O2account
You can log into your account using your
username and password. (If you’ve forgotten
these, we can send you a reminder.)
If you’re not an O2customer
You’ll need to register a new account.
Follow the instructions on the screen.
If you’re not already registered with O2 you’ll
need your handset nearby or a mobile phone
so that we can text you an access code.
Once you’re signed in, we’ll guide you
through the set-up process on 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 website.
On the welcome page there are videos
from our O2 Gurus about how to use
your handset. A checklist of what you
need to get started. And an O2 network
coverage checker that shows where your
handset does and doesn’t work. Just in case.
File Edit View History Bookmarks Tools Help
Welcome to O2
https://helpathand.o2.co.uk
Done

1312
Once you’ve set up your account online,
you can use the website to manage all
your settings.
Log in to https://helpathand.o2.co.uk at
any time to:
• Update your information.
• Change how your handset works.
• Find your Help at Hand handset.
• Pay for your service
(or top up your minutes).
Whenever you turn an alert on or off
the handset will tell you. And it will beep
when you change an option on the
website (like the size of your zones).
It will also display pop-up messages.
Using the website
Seeing 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 get a reading.
And if you’ve shared your log-in details
with one of your helpers, they’ll also be
able to check where you are when you’re
carrying your handset.
Click ‘Refresh location’ to make sure you’re
seeing the most up-to-date information.
Press to confirm and get rid of
the pop-up message

1514
Updating your
information
There are five tabs about halfway down
the page. If you want to update any of
your details, you’ll need to click on the
section you want to change.
Helper details
You can add new chosen helpers.
Update their details. Or take them off.
But remember: you must have 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 (the product code for your Help at
Hand handset). You’ll find them on the side
of the box.

1716
Changing when we alert
your helpers
We can call your chosen helpers whenever
your handset leaves a safe zone, if your
handset detects a fall or when you press the
support button. You can choose the options
that best suit you.
Most of the options are under the ‘Alerts
and zones’ tab. This is where you can
change when the support team call your
chosen helpers, set safe zones and 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 let you
know the alert is working. If you don’t
cancel the call you’ve made by doing this,
your handset will call our team. Tell them
you’re testing the handset. They’ll know
what to do.

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Safe zones and no-go zones
You can set your handset to alert us if you
take it somewhere that you or your chosen
helper have decided is unsafe – or just too
far away from home. We call these safe
zones and no-go zones. (The minimum
distance is 250 metres.)
You can add up to a total of 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 email and a text message to
any helper with a stored email address
and mobile number.

2120
Paying for months
and minutes
You need to be subscribed to call our
support team using your handset. You can
choose how long you subscribe for – one
month, three months, six months or a year.
On the list of tabs, click ‘Payment plan’
at the end. You can see 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 number.
Your handset looks
like this:
Using your handset

2322
And this is what you’ll see on the screen:
Signal symbol
This is how much network signal you have.
GPRS symbol
When you can see this, your handset is
sending and receiving data.
Locked keypad symbol
Your keypad’s locked. So the buttons won’t
work 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 got left.
Missed call symbol
You’ve missed a call.

2524
Moving around the menu
To get into the menu, press the green circle.
To move between the menu options, use the
two buttons on the right side of the handset.
The top one will move you up. The bottom
one goes down.
The green circle selects and performs actions.
The red cross takes you back to the last screen
and cancels actions or stops the call.
The button on the 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 999. To
cancel the call, press the red
cross.
2. Press the to select ‘999 call’
3. Press the twice to confirm
3. Press the to cancel the call
4. Press the to cancel the call

2726
Press the for 3 seconds to call for help
Calling for help
With your handset you can ring our support
team for help. They can call your helpers
right away to let them know you need help.
Press the blue support button for three seconds.
This will ring our team. You can cancel
if you pressed accidentally (red cross).
They’ll see all your information while
they talk to you on speakerphone.
If you need help, they’ll start ringing your
chosen helpers. They’ll stay on the line until
help is on its way.
In the FAQs section, in the back of this guide,
you’ll find more specific information
on using the call button, for example when
you should press it.
When I press the support button, it tells me
‘Support alarm off’. What does this mean?
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 a fall. You can
choose whether this is on or off using
our website. (It will be switched off
when you first get your handset.)
Turn it on by logging into your account
at https://helpathand.o2.co.uk
Once you’ve turned it on, whenever your
handset senses a sudden drop it will say
‘Fall detected’. You can cancel it at this
point. If you don’t, it’ll call our team.
We’ll answer and make sure you’re okay
over speakerphone.
If you need help, we’ll call your
chosen helpers.

2928
Your personal safety net
You can set your handset to alert us
if you take it too far away from home.
Or into an area you’d rather avoid.
Go online and set your zones.
Whenever your handset goes outside
a safe zone (or into a no-go zone) it’ll
tell us. Your handset checks to see if it is in
or out of a zone every four minutes. So it
might take a few minutes 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 will email and text your chosen helpers.
Whenever your battery is really low
and about to run out, it will always beep.
No matter what your other settings are.

3130
2. Press the to cancel
Making and taking calls
You can use your handset to take calls, just like
a normal phone. You can also use it to phone
up to four people using the four buttons.
(Change the numbers on the Help at Hand
website). You need to select the speed dial
number and press the green button to do this.
As long as you’re subscribed to Help at Hand,
you’ll always be able to reach our support
centre by pressing the support button. But
if you want to use your handset to call other
people, you’ll need to buy minutes on top of
your subscription.
Do it 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. Phone rings.
2. Press the red cross.
To hang up
1. Just press the red cross.
To check your call history
1. Press the green circle to go
into the menu.
2. Use the buttons on the side
to move to ‘Call history’.
3. Press the green circle again.
4. Choose whether to look at calls
you’ve missed, made or received.
(You can delete your history too.)
5. Read through the last 20 calls.

3332
Reading texts
You can get texts on your handset like
you would on a normal mobile – but
you can’t send any.
Whenever you get a text, you’ll see the
text icon on your screen until you read it.
You can keep up to 200 messages.
When you start running out of space,
the icon will flash.
You’ll need to scroll down (with the
side buttons) to read the actual text,
as the top of the message will show
the date and time your received it.
To read the latest text
1. When a text comes in it will show
on the main screen.
2. Press the green circle to read it now.
3. Press 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. Press the green circle again.
6. Deleted.
To delete all your texts
1. Go to ‘Messages’.
2. Go down to ‘Delete Inbox’.
3. It’ll ask you if you’re sure you
want to delete all your messages.
4. Press the green circle again.
5. They’ll all be deleted.
3. Press the to confirm action
4. Press the to confirm action
5. Press the to confirm action
2. Press the to go to
‘Messages’

3534
Changing how your
handset works
Sound settings
Go into the menu and use the side buttons
to go to ‘Sound’. You can change:
• The ring volume.
• The keypad volume.
• The ring tone.
• The message tone.
General settings
You can change other options on your
handset. Go into the menu and use
the side buttons to go to ‘Settings’.
Here you’ll be able to change:
• The language (English or Spanish).
• The brightness and contrast.
• The time it takes before the keypad
is locked.
• How it automatically 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 which of the alerts (support
button and fall alert) are switched on. You
can check to see the status of your low battery
alert and zones on the Help at Hand website.
Press the to take you back
Press the briefly to lock
or unlock your keys
Press and hold to turn off

3736
Changing the volume
When you’re not in the menu, use the
side buttons to change the volume of
your keypad. You can change the speaker
volume while you’re on a call.
Turn it up by pressing the top button.
Down using the bottom one.
Switching to silent
Hold down the red cross. It will say
‘Silent activated’. All your calls and texts
will now vibrate instead of ring.
And your keypad won’t make any noise.
Hold it down again to switch back
to normal.
Press the to choose which setting
Press and hold the to switch to silent
Hold the again to switch back to normal
Frequently
asked questions
I know how to call for help with my
handset. But what if I just want to
ask about paying for the service, or have
a question about the website?
You can call our customer services team
on 0800 111 6009. You’ll need a phone
to do this as you can’t 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 as you’ve
paid your subscription our support team
will be on hand 24 hours a day to help you.
They’ll get in touch with the right people
depending on what you need.
Who will I speak to when I press
the support button?
Someone in our support centre. If you’ve
just bought your handset you can try it
out by making a test call. Let the team
know you’re testing the service when
you call.
What training do the support centre
team have?
Our team are trained to work with all
kinds of different conditions and situations.
They will use your subscriber information
to get you the right help you need.
The centre is British Standards Certified.

3938
How does my handset know where
I am?
Your handset can tell where you are in
two ways. When you’re outside it uses
GPS (like a sat nav) which will tell us where
you are to within 100 metres. If you’re
inside, or somewhere where you can’t
get a GPS signal, our support team will
use the mobile network to look up the
handsets location. Using the mobile
network is not as accurate as GPS (500
metres in urban locations, and as much
as 5 miles in rural ones).
The Help at Hand support team can also use
a last known GPS location. Even though this
might be older, it is still an accurate view of
where the handset was last recorded. When
used in combination with a mobile network
location a clear view can be gained.
What if you can’t get in touch with
my helpers?
If we can’t reach any of your helpers and
we think you might be in trouble, we’ll put
you in touch with the emergency services.
Once I’ve bought the handset, what else
do I need to pay for?
There 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 up again (click on the ‘Payment plan’
tab). We’ll get it going again straight away.
What if my top-up credit runs out?
Your Help at Hand service won’t be
affected if you run out of credit.
But you won’t be able make calls to
the four numbers you have stored.
You can top up online at o2.co.uk/
webtopup
My service isn’t working.
What should I do?
• Check your handset’s switched on.
• Try calling the handset from another
phone. The number’s on the side
of the box.
• Log on to the Help at Hand website
at https://helpathand.o2.co.uk.
Expand your service status message.
If the resend button is displayed, click it.
Wait for about 20 minutes then
refresh the Help at Hand home page.
If you’ve tried all of these and you’re
still having problems, call us on
0800 111 6009.