Frequently asked questions
What do I do if I have an issue with the tablet or sim card?
If your issue relates to:
- Connectivity/Mobile Network issues (Not WiFi)
- Lost/Stolen Devices
- Faulty/Damaged Devices
Then please call the EE service desk. Their opening hours are Monday to Friday, 8am-6pm (excluding English Public Holidays). They can be reached on 0800 079 3333 on a non EE handset or 158 if using an EE handset.
If your device has been set up correctly via the instructions on the information for clinicians page, but you require additional technical support to the above mentioned issues, the most efficient way to resolve this is to detail the issue in an email to LifeLines@kcl.ac.uk. We will endeavour to assist you in resolving this issue as soon as possible.
What do I do if I require technical support using the app?
If you experience operational issues with Aetonix aTouchAway, please visit the help centre, with an extensive knowledge base to help with troubleshooting.
You can find more detailed FAQs relating to the app here. If your issue has not been covered here, please email LifeLines@kcl.ac.uk with details of the issue and we will endeavor to assist you in resolving this as soon as possible.
What do I do if my device won’t connect?
If you are experiencing difficulty setting up, please visit our information for clinicians page for step-by-step instructions and download our guide for troubleshooting. If your device is correctly set-up and your issue is around device connectivity, please email LifeLines@kcl.ac.uk for support resolving this.
What if I have 4G connectivity issues? Can I use the hospital Wi-Fi?
The tablet is enabled with Wi-Fi access and you should be able to connect to the hospital’s WiFi.
If the hospital Wi-Fi signal and 4G signal are both not strong enough to enable the use of the app, please email LifeLines@kcl.ac.uk. We may be able to provide some solutions to help with the connectivity issues.
My tablet set up with ATouchAway is malfunctioning, what should I do?
If you are experiencing an issue with the tablets that means you are unable to move on from the start up screen, allowing you only to Power off or Turn on, with 'aTouchAway' in one corner, it is possible someone used the “Control” feature in the app but did not use it properly.
To exit out of that User Interface, and go back to the usual app:
- Click on aTouchAway (in the top right corner of the screen)
- Enter the password aetonix456 and click on Unlock Setting
- Log out of this account
- Re-log in to the tablet account and click Save
- View the guidance on this page to correctly use this function
Is there any information on call etiquette?
We provide information on call technique, including key points of discussion between the clinician and family members prior to making the call. If you would like additional guidance on this, please email LifeLines@kcl.ac.uk.