When testing the system, the representative on the other end is always helpful and friendly. However, when the system was truly needed and used, it did not work. My mom fell three times. Each time she pushed the Alert1 button and nothing happened. No answer! No help coming! Thank goodness she could drag herself to her cell phone. I will be canceling the service, expecting a full refund for the future months that have been paid for, and looking for a service that can and will work when needed. Yes, I have spoken with support on two different occasions. One support technician could not help thoroughly, as it was the weekend and I needed a rep that works during the week. This rep was helpful, but not to the point of resolving the issue, obviously, as my mom did not get the help she needed without a cell phone.