SkyTrack Australia Personal Duress Alarms
3G to 4G Changeover FAQ
Why are we replacing the duress alarms?
The current XT90G 3G duress alarms are approaching end of life and will no longer function once Telstra decommissions the 3G mobile network in 2024. After spending over a year in development and testing, we released our new XT403 4G duress alarm late last year. We are now working with existing customers to replace their current 3G devices.
How do I get my new 4G devices?
Please contact us at [email protected] with the best time and day of the week to changeover devices and we will schedule this in with one of our team members.
How long will the changeover take?
The changeover process takes approximately 15 minutes depending on the number of devices and involves collecting the old devices and setting up the new 4G devices and charging cradles.
Can I swap over the devices myself?
Yes. If you prefer, we can leave you with the new 4G devices and you can swap these over when convenient. Once the changeover is complete, just let us know and we’ll cancel the old 3G devices.
How much will this cost?
The 4G replacement devices are being offered free of charge to all of SkyTrack Australia's customers currently using 3G duress alarms. There are no additional charges involved.
Are the new devices different?
Yes, the new devices are smaller, lighter, 4G capable and have a longer battery life. However, they function in a very similar manner and will be familiar to anyone who has used the current 3G duress alarms.
The current XT90G 3G duress alarms are approaching end of life and will no longer function once Telstra decommissions the 3G mobile network in 2024. After spending over a year in development and testing, we released our new XT403 4G duress alarm late last year. We are now working with existing customers to replace their current 3G devices.
How do I get my new 4G devices?
Please contact us at [email protected] with the best time and day of the week to changeover devices and we will schedule this in with one of our team members.
How long will the changeover take?
The changeover process takes approximately 15 minutes depending on the number of devices and involves collecting the old devices and setting up the new 4G devices and charging cradles.
Can I swap over the devices myself?
Yes. If you prefer, we can leave you with the new 4G devices and you can swap these over when convenient. Once the changeover is complete, just let us know and we’ll cancel the old 3G devices.
How much will this cost?
The 4G replacement devices are being offered free of charge to all of SkyTrack Australia's customers currently using 3G duress alarms. There are no additional charges involved.
Are the new devices different?
Yes, the new devices are smaller, lighter, 4G capable and have a longer battery life. However, they function in a very similar manner and will be familiar to anyone who has used the current 3G duress alarms.
I use the online reporting platform, will this change?
We have developed a new online reporting platform for the new devices. If you use the online platform, your username and password will be the same, however, the URL has changed to https://login.skytrack.com.au. If you don’t have a username and password and would like to start using the online platform, contact us at [email protected] to get setup.
Will the duress alarm numbers change?
No. The 4 digit client code on the duress alarm will remain the same. If you have other custom labels on your duress alarms that you want to keep, you will need to add these to the replacement devices.
What is the warranty on the new devices?
The new devices are covered by our same, ongoing replacement warranty. If you have any problems with your device, contact us for onsite repair or replacement.
Can I use the carry cases/belt clips from the current device?
The new devices are smaller and do not suite the existing belt clip carry cases. However, the new devices come with an integrated belt clip and are supplied with a triple breakaway safety lanyard if you prefer to carry it this way.
Will staff need retraining?
Typically, staff will not require retraining to use the new devices. The new devices operate in a very similar manner to the old devices and the Control Room response procedures remain the same. We have developed a new quick reference guide for staff to familiarize themselves with the new devices.
If you would like to take this opportunity to run some refresher training on the use of personal duress alarms, please contact us at [email protected] to arrange. We can deliver onsite or online sessions and they take about 15-20 minutes.
What happens if I can’t find some of the 3G devices?
If you ever notice a missing duress alarm, please contact us as soon as possible. The chances of recovery are much greater when the device is still online and actively reporting its location.
The current 3G devices are being retired and will be recycled as e-waste. While we prefer the 3G devices are returned to us to ensure they are no longer being used, we will cancel any devices which are deemed to have been lost and 4G replacement devices will be issued.
Where can I find more information about the new devices?
If you have further questions, please feel free to contact the SkyTrack Australia team at [email protected]
We have developed a new online reporting platform for the new devices. If you use the online platform, your username and password will be the same, however, the URL has changed to https://login.skytrack.com.au. If you don’t have a username and password and would like to start using the online platform, contact us at [email protected] to get setup.
Will the duress alarm numbers change?
No. The 4 digit client code on the duress alarm will remain the same. If you have other custom labels on your duress alarms that you want to keep, you will need to add these to the replacement devices.
What is the warranty on the new devices?
The new devices are covered by our same, ongoing replacement warranty. If you have any problems with your device, contact us for onsite repair or replacement.
Can I use the carry cases/belt clips from the current device?
The new devices are smaller and do not suite the existing belt clip carry cases. However, the new devices come with an integrated belt clip and are supplied with a triple breakaway safety lanyard if you prefer to carry it this way.
Will staff need retraining?
Typically, staff will not require retraining to use the new devices. The new devices operate in a very similar manner to the old devices and the Control Room response procedures remain the same. We have developed a new quick reference guide for staff to familiarize themselves with the new devices.
If you would like to take this opportunity to run some refresher training on the use of personal duress alarms, please contact us at [email protected] to arrange. We can deliver onsite or online sessions and they take about 15-20 minutes.
What happens if I can’t find some of the 3G devices?
If you ever notice a missing duress alarm, please contact us as soon as possible. The chances of recovery are much greater when the device is still online and actively reporting its location.
The current 3G devices are being retired and will be recycled as e-waste. While we prefer the 3G devices are returned to us to ensure they are no longer being used, we will cancel any devices which are deemed to have been lost and 4G replacement devices will be issued.
Where can I find more information about the new devices?
- Please visit the dedicated product page for our XT403 duress alarms.
- 4G device setup and changeover instructions if receiving your new alarms by courier: XT403UpgradeInsert.pdf
If you have further questions, please feel free to contact the SkyTrack Australia team at [email protected]