TELUS LivingWell Companion Home User manual

User Manual
LivingWell Companion
™
Home

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Welcome and thank you for
choosing LivingWell Companion.
TELUS is proud to offer you this
personal safety device that will
keep you connected to 24/7
live emergency support.
This user manual will show you
how to use your device.
Please keep the manual in a
safe place for easy reference.
For more information,
visit telus.com/LWC
or call 1-888-505-8008.

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Table of contents
What’s included? .............. 4
How does the service work?..... 6
Wearing your device ........... 8
2-colour signal indicators .......10
Frequently asked questions .....12

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What equipment is included?
Base unit
Note: The wristband is not
available with the fall pendant.
Home device with
lanyard and wristband
Fall detection pendant
with lanyard
Or

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Note: The wristband is not
available with the fall pendant.
What features are included?
•24/7 access to live
emergency support
•Automatic fall detection1
(optional)
•Emergency help button
•2-way speaker on base unit
to speak with trained
operators
•Water-resistant, so you
can wear your device in
the shower
1) The automatic fall detection feature might not
detect all falls. If you do fall, don’t wait for the
automatic call, always press and hold the button
for at least 3 seconds for help when possible.

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How does the service work?
If you need help:
1. Press and hold the
button for at least
3 seconds.
2. Speak to a trained
operator through the
base station.
3. The operator can call
your emergency
contacts and dispatch
an ambulance if needed.
Note: Test your device once a month by
completing the steps above. When the
operator answers, inform them that this
is a test call.

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Tips:
•Always provide your location
if possible.
•Accidental false alarm?
No problem, simply let the
operator know you’re safe.
•The base unit is sensitive enough
to hear voice communication
around corners and in other rooms
of your home. But in case the
operator can’t hear you, they
will still send help.
•The optional fall detection feature
may provide additional safety for
instances when you can’t press
the button, but always press and
hold the button if possible.

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Around your neck
with the lanyard
On your wrist
Note: This option is
not available with
the fall pendant.
Wearing your device
There are two ways to wear your
device:

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Tips:
•Wear your device all day so
you’re always protected.
•Only use the provided lanyard,
which is designed for safety.
The device won’t work if it’s
carried in your pocket or purse.
•If you wear the device around
your neck, please ensure that
the device remains close to your
chest. The fall detection pendant
should rest at the center of the
user’s breastbone and be worn
outside of clothing.

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Cellular signal strength:
Green: No action required.
(Strong)
Flashing red: Move the unit
to a better location and press
the reset button. (Low)
Can I use the pendant away from home?
The pendant will only remain connected
to emergency support up to 600 feet
away from the base unit. It won’t
work outside of this range.
Cellular
signal
strength
2-colour signal indicators

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Battery level
Battery level:
Green: No action required.
(Strong)
Flashing red: Call to have your
battery replaced. (Low)
Note: The pendants feature a
long-lasting, built-in battery, so
no charging is needed.

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Frequently asked questions:
How does automatic fall
detection work?
The automatic fall detection function
collects and analyzes data, such as
orientation change, impact intensity
and impact speed, to predict whether
a fall has occurred.
The automatic fall detection feature
might not detect all falls.
If you do fall, don’t wait for the
automatic fall detection, always
press and hold the button for help
when possible.
If you encounter a false alarm from
the automatic fall detection alarm,
simply let the operator know
you’re safe.

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Can I wear the device in the shower?
Yes, the device is water-resistant
up to 1 metre, so you can wear it
safely while showering or bathing.
The device is not waterproof, so
we don’t recommend swimming
with it.
Can I adjust the speaker volume?
Please contact us at
1-888-505-8008 to request
an adjustment.
Can I cancel an alarm?
No, you can’t cancel an alarm for
safety reasons. Instead, simply tell
the operator it’s a false alarm and
you’re safe.

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What do these audio prompts mean?
“Calling for help.”
The base unit has received an alarm
signal and is calling the response
centre. A trained operator will speak
with you shortly. If you need help,
inform the operator and they will
assist. If this is a false alarm, kindly
let the operator know that it was a
false alarm.
“Please check power connection.”
The base unit is unplugged from
the wall or the power circuit is not
energized. Verify the power cord is
plugged into a power outlet that is
not controlled by a light switch.

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“System Ready.”
The system is connected to the
cellular network and is ready to
process alarm signals.
“No cell service.”
The base unit isn’t detecting a
cellular signal. If possible, try to
move the base unit to a different
location in your home and press
the black reset button located
on the back of the unit.

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What does the operator do?
1. Emergency alert received
Our trained operators are alerted
when the emergency button is
pressed or if the optional fall
detection feature detects a fall.
2. Trained operator contacts customer
When the alert is received, an
operator contacts you through
the 2-way speaker in the device
to confirm the emergency
status prior to initiating the
emergency protocol.
3. Family or friends contacted
If you can’t be reached or an
emergency is confirmed, the
operator first contacts up to
3 family and/or friends.
4. Emergency services contacted
If family or friends are unavailable
or if the situation warrants, the
operator will then contact
emergency services.

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Terms of use
Battery warning: Lithium-ion batteries can EXPLODE,
CATCH FIRE, and/or CAUSE BURNS if disassembled,
punctured, cut, crushed, short-circuited, incinerated, or
exposed to water, fire or high temperatures. To ensure
optimal safety and performance of your MXD-LTE:
• DO NOT disassemble or open, crush, bend, deform,
puncture or shred the battery.
• DO NOT modify or remanufacture, attempt to insert
foreign objects into the battery, immerse or expose
to water or other liquids, or expose to fire, explosion,
or other hazard.
• Only use the battery for the MXD-LTE for which it was
specified.
• Only use the battery with the MXD-LTE charging system
that has been qualified with the system per standard.
Use of an unqualified battery or charger may present a
risk of fire, explosion, leakage or other hazard.
• DO NOT short circuit a battery or allow metallic or
conductive objects to contact the battery terminals.
• Replace the battery only with another battery that has
been qualified with the MXD-LTE per standard. Use of
an unqualified battery may present a risk of fire,
explosion, leakage or other hazard.
• DO NOT keep a battery at rest for a long time
(over 6 months). A safety accident may occur when
re-charging a battery, which has rested longer than
6 months.
• Promptly dispose of used batteries in accordance with
local regulations.
• Battery usage by children should be supervised.

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• Avoid dropping the MXD-LTE or battery. If the MXD-LTE
or battery is dropped, especially on a hard surface,
and you suspect damage, please contact your service
provider.
• Improper battery use may result in a fire, explosion, or
other hazard.
• In the event of a battery leak, DO NOT allow the liquid
to come in contact with the skin or eyes. If contact
has been made, wash the affected area with large
amounts of water and seek medical advice.
• Seek medical advice immediately if a battery has
been swallowed.
• In the unlikely event a Lithium-ion battery catches fire,
DO NOT attempt to put the fire out with water—use a
Class A, B, or C fire extinguisher.
• DO NOT place loose batteries in a pocket, purse or
other receptacle containing metal objects.
• DO NOT store batteries in extreme heat or with
hazardous/combustible material; store in a cool, dry,
ventilated area.
• REPLACE the battery IMMEDIATELY if it has begun
to BULGE or DISTORT.
• Failure to follow these warnings and/or directions could
result in damage to your MXD-LTE and will void the
warranty for the battery and MXD-LTE.
• Mytrex, Inc. is not liable for any damage caused by
failure to follow these warnings and/or directions.
• Fall detection technology does not detect falls with
perfect accuracy or precision. If you need help, you
must always push the help button on your wearable
device or base unit and not rely solely upon the
determination of the fall detection algorithms.

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The MXD-LTE User Manual can found at
www.mytrexinc.com.
Caution: Changes or modifications not expressly approved
by the party responsible for compliance could void your
authority to operate the equipment.
Interference information: FCC Rules Part 15:
The MXD-LTE complies with Part 15 of the FCC Rules.
Operation is subject to the following two conditions:
(1) this device may not cause harmful interference, and
(2) this device must accept any interference received,
including interference that may cause undesired operation.
Note: Your MXD-LTE has been tested and found to comply
with the limits for a Class B digital device, pursuant to Part
15 of the FCC Rules. These limits are designed to provide
reasonable protection against harmful interference in a
residential installation. This equipment generates, uses,
and can radiate radio frequency energy and, if not installed
and used in accordance with the instructions, may cause
harmful interference to radio communications. However,
there is no guarantee that interference will not occur in a
particular installation. If this equipment does cause harmful
interference to radio or television reception, which can be
determined by turning the equipment off and on, the user
is encouraged to try to correct the interference by one or
more of the following measures:
• Move the MXD-LTE away from your radio or television.
• Plug the MXD-LTE into a different power outlet than
your radio or television.
• Reorient or relocate the receiving antenna.
• Consult your service provider or an experienced
radio/TV technician for help.

© 2021 TELUS. 21-589-01