Frequently Asked Questions
Got questions? We’ve got you covered! Whether you’re curious about our services, devices, or need help with something specific, our Frequently Asked Questions are here to provide quick and clear answers. If you can’t find what you’re looking for, feel free to reach out—we’re always happy to help!
About Guardian
Guardian is an independent, full services mobile phone company, who's founder is a veteran of the International mobile communications industry. We're passionate about tech-enabled care (telecare) and the benefits it can bring to seniors. Guardian's mission is to leverage the power of digital wireless and the smartphone to deliver connected telehealth services direct to the consumer.
Guardian Mobile is a specialist mobile service provider focused on delivering tailored communication solutions for individuals who require enhanced safety, accessibility, and reliability. We offer devices and services designed to support seniors, those with medical conditions, and individuals in need of personal safety features like fall detection and GPS tracking.
We provide mobile phone plans, safety-focused devices, and emergency response solutions. Our range includes mobile phones with large buttons, fall detection watches, GPS-enabled personal alarms, and SIM plans designed for ease of use and enhanced safety.
Guardian Mobile is ideal for seniors, individuals with disabilities, lone workers, and anyone who values reliable communication and safety features. Whether you need an easy-to-use phone or a fall detection device for peace of mind, we have solutions tailored to your needs.
Unlike mainstream mobile providers, we focus on safety-first communication. Our services include built-in emergency support, fall detection, GPS tracking, and easy-to-use devices designed specifically for users who need simplified yet effective mobile solutions.
Our services are available across the UK. We provide nationwide coverage using a reliable mobile network, ensuring strong connectivity wherever you are.
Yes, we provide solutions for businesses, especially those looking to equip employees with emergency communication devices. Our services are ideal for care providers, lone workers, and businesses requiring GPS tracking and emergency alert systems.
Telecare generally refers to digital wireless communications technology that enables Seniors who may be concerned about their personal health and safety, to stay safe and independent in their own homes and when out and about. Telecare typically includes home-based and mobile personal alarms, wearable devices, GPS locators, and environmental and safety sensors, that connect seniors to a 24/7 monitoring and Alarm Receiving Centre (ARC), providing peace of mind for all the family.
Currently, most people have analogue phones that plug directly into a socket on the wall. As we see demand for technology such as laptops, tablets, and smart devices increasing, the UK's communications infrastructure needs to be upgraded to accommodate increased capacity on the network.
This has resulted in national telecoms infrastructure providers upgrading their networks, gradually replacing analogue lines with digital ones, which will require phones to be connected to a router provided by the user's communications service provider (phone company). Openreach plans to complete works by 31 January 2027, increasing system capacity and capability, as well as providing a foundation for future technological advancement. Do Guardian products conform to the new digital standard All Guardian products conform to the new digital technology standard.
Ordering & Activation
You can place an order directly through our website by selecting your preferred device or SIM plan. Simply add it to your cart, proceed to checkout, and follow the instructions to complete your purchase.
Standard delivery usually takes 3-5 working days, while express delivery options are available for faster shipping. You’ll receive a confirmation email with tracking details once your order has been dispatched.
Activating your SIM is simple:
- Insert the SIM into your phone or device.
- Switch the device on and check for network signal.
- Follow the activation instructions provided with your SIM.
- If required, visit our Support page on our website or contact our support team.
Yes! You can transfer your current number to Guardian Mobile by requesting a PAC (Porting Authorisation Code) from your existing provider. Once you provide us with the PAC, we’ll transfer your number within 1-2 working days.
Not necessarily. We offer both contract and pay-as-you-go options. If you choose a contract plan, you will need to agree to the terms outlined in the agreement. Pay-as-you-go users can top up as needed without a contract.
Safety & Security
Guardian Mobile provides a range of safety-focused devices with features like SOS emergency buttons, GPS tracking, fall detection, and two-way communication. Our services are designed to keep users connected and secure, whether at home or on the go.
When you press the SOS button on your device:
- It immediately alerts your designated emergency contacts.
- Some devices will also send your GPS location to ensure help can find you.
- If connected to a 24/7 monitoring service (if applicable), the emergency response team will be notified and can take appropriate action.
Our fall detection devices use advanced motion sensors to detect sudden movements that indicate a fall. If a fall is detected:
- The device will automatically send an alert to emergency contacts.
- Some models provide a short window for the user to cancel the alert if it was a false alarm.
- If no response is received, the device can escalate the emergency by notifying additional contacts or emergency services.
Yes, most Guardian Mobile devices allow you to pre-program emergency contacts. You can usually set up these contacts through:
- The device settings menu.
- A companion app (if applicable).
- Contacting Guardian Mobile support for assistance.
Our GPS-enabled devices use real-time location tracking to help caregivers and family members monitor the wearer's location. This feature is useful for:
- Dementia patients who may wander.
- Lone workers who need an extra layer of safety.
- General personal safety, allowing emergency responders to locate the user quickly if needed.
Product & Services
Guardian Mobile offers a range of devices tailored for safety and ease of use. These include mobile phones with large buttons, fall detection watches, GPS personal alarms, and SIM-enabled safety devices.
No, Guardian Mobile SIM cards work in most unlocked mobile phones. However, for the best experience, we recommend using our specially designed devices that include safety features such as SOS buttons, GPS tracking, and fall detection.
Yes, we provide fall detection watches and personal alarms that automatically detect a fall and alert emergency contacts. These devices ensure that help is available even if the user is unable to call for assistance.
The Chiptech GO is a compact, wearable personal alarm with GPS tracking and an emergency SOS button. It allows users to call for help at the press of a button and sends location updates to caregivers or emergency services.
Activation instructions vary by device. Most Guardian Mobile devices are plug-and-play, but detailed setup guides are included in every package. If you need assistance, our customer support team is happy to help.
Yes, our devices are ideal for individuals with dementia. Features such as GPS tracking, SOS buttons, and fall detection provide peace of mind to families and caregivers, ensuring that loved ones can be located and assisted if needed.
Pricing & Plans
We offer a range of flexible plans to suit different needs, including pay-as-you-go and monthly contract options. Our plans are designed to support emergency communication, fall detection devices, and GPS tracking services.
Guardian Mobile offers both contract-based and pay-as-you-go (PAYG) plans. PAYG is ideal for those who want flexibility, while our contract plans provide additional features and cost savings for regular users.
Yes, you can upgrade or downgrade your plan at any time. Simply contact our customer service team, and we’ll assist you in selecting the best plan for your needs.
No, we believe in transparent pricing. The cost of your plan includes everything outlined in your package. If there are any additional charges, such as international calls or premium-rate numbers, these will be clearly stated in your agreement.
At the moment, we do not offer bundled family plans, but multiple devices can be managed under one account. This makes it easier for families and caregivers to monitor multiple users.
Support & Troubleshooting
If your device isn’t functioning properly, try the following steps:
- Ensure the device is charged and powered on.
- Check that the SIM card is correctly inserted.
- Make sure you have network coverage in your area.
- Restart the device to see if the issue resolves itself.
If the problem persists, contact our customer support team for assistance.
Most of our devices update automatically when connected to a stable network. If an update is available:
- Ensure your device has sufficient battery life.
- Connect to WiFi or mobile data.
- Check the settings menu for software updates.
For specific instructions, refer to the device’s user manual or contact support.
You can reach our support team via:
- Phone: [Support Phone Number]
- Email: [Support Email]
- Help Centre: Visit our Support & FAQs section for troubleshooting guides.
If your device is faulty, please contact us within the warranty period. We’ll guide you through the return or replacement process. Ensure you have:
- Your order number or receipt for proof of purchase.
- A description of the issue.
- The original packaging (if possible).
We’ll assess the issue and provide a replacement or repair if covered under warranty.