---
title: Why can't I hear the nurse when they call back on INS LifeGuardian®?
description: Learn why you might not hear the nurse when they call back on the INS LifeGuardian® app and steps you can take to fix the issue.
---

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December 18, 2025

# Why can't I hear the nurse when they call back on INS LifeGuardian®?

## Alarm calls use media volume and data, not call volume — check volume, Bluetooth, and Wi-Fi/Mobile Data to fix sound issues.

When an alarm is triggered in **INS LifeGuardian®** and the nurse calls back over the alarm, the call volume behaves differently from a normal phone call.

Alarm calls are handled via a **built-in SIP client** within the app. This means the audio is controlled by the **media volume**, not the standard phone call volume.

#### Steps to Resolve Low or No Audio

1. **Check Media Volume** 
     - Ensure media volume is not turned down or muted.
     - Trigger another alarm to test if the volume improves.
2. **Check Bluetooth Connections** 
     - Confirm the phone is not connected to external Bluetooth devices (e.g. headsets, speakers, car systems).
     - If connected, turn off Bluetooth and test the alarm again.
3. **Check Data Connection**

- - Alarm calls use your data connection (Wi-Fi or Mobile Data).
    - Make sure one of these is enabled.
    - If there’s no audio when using Wi-Fi, try turning Wi-Fi off and re-testing with Mobile Data.

If you’re still having trouble hearing the nurse after trying these steps, please call our friendly team on **1800 636 226** — we’re here to help.

- [In-Home Alarm Systems](https://help.inslifeguard.com.au/knowledge-base/in-home-alarm-systems?hsLang=en)
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