FREQUENTLY ASKED QUESTIONS (FAQ) MOBILE ALARM

Will I always speak to someone when I call the alarm number?

The alarmdesk of Livv is a professional organization and is continuously staffed with good trained people. So you will never get a computer or answering machine on the phone. The alarm center is 24 hours a day, 365 days a year available in the Netherlands and from abroad.

Does my alarm button even works when the phone is off?

No, an alarm button on mobile alarmphones works only when the device is turned on.

Works Mobile Alarm even if I do not have call credit anymore?

No, if your mobile phone can not call anymore, for whatever reason (you do not have (enough) call credit, you do not have mobile coverage, your subscription is blocked), then you can not even call the Livv alarmdesk. All devices can still call 112.

What do I need to use Mobile Alarm?

Please pay attention that the following items function well and are set correctly:

  • A suitable mobile alarmphone with a built-in alarm button and SMS location.
  • A mobile terminal (subscription or prepaid) with number recognition enabled.
  • A completed My Livv profile.

What is a SMS location?

The alarm function in your mobile phone can send your GPS-location in a text message (a SMS) to the numbers that are programmed under your alarm button during an emergency call.

What is a GPS location?

With GPS localization, through GPS satellites and a mobile phone, see up to 5 meters exact where someone is at that moment. Therefor you must have enough GPS reception at the location where you are. 

Will my location always be sent when I call someone?

No, only if you press the alarm button, a text message will be sent your location to the alarmdesk.

Can the Livv alarmdesk always see where I am?

No, your phone will only send your location, after you press the alarmbutton.

Does the Mobile Alarmservice work when I do not have network available with my mobile phone?

No, if your mobile phone can not call anymore, for whatever reason (you do not have (enough) call credit, you do not have mobile coverage, your subscription is blocked), then you can not call the Livv alarmdesk. All devices can call 112 but you do need mobile coverage.

The employee of the alarmdesk can not see my personal profile during an alarm call?

  • This can have two possible reasons:
  • You have turned off caller ID;
  • You called with a different number, then the number that you have saved in My Livv.

What are the costs of an emergency call?

For Livv Mobile Alarm you pay a fixed price per month. In case that you press the alarmbutton, you will pay the call costs that is charged by your mobile phone provider.

Does the Mobile Alarm service work outside of the Netherlands/abroad?

Yes, if your mobile connection is suitable for calling abroad, then you can also call the emergency number. For this reason always put +31 for the alarmnumber in your phone settings.

If I use Mobile Alarm abroad, will the call be forwarded to 112?

No, if you press the alarm button you will be connected directly to the alarmdesk in The Netherlands. If it is necessary to deployed the emergency services 112 of the respective country, you will be advised by the alarmdesk to call directly from abroad.

What can I do if I have questions about setting up Mobile Alarmservice in combination with my mobile alarmphone?

During workingdays you can contact the customerservice, on number +31 (0)85-0471 570. On our website, you can find also more information.