Can I use my existing landline number with the CareHub?

No — but you can almost certainly keep using your old number to reach the CareHub. The CareHub comes with its own phone number, assigned by Lumin when your service is set up. Calls travel over the internet rather than a phone line, so your existing landline number can't be transferred onto it. What you can do instead is divert your landline to your Lumin number, so anyone ringing the number your family and friends already know reaches the CareHub.

Setting up a diversion

This is arranged with your phone company, not with Lumin. In broad terms:

1. Find your Lumin phone number — it's on your welcome paperwork, and Lumin Support can confirm it.
2. Contact your telephone provider and ask them to set up call forwarding (sometimes called call diversion) from your landline to that number.
3. Test it by ringing your old landline number from another phone. The CareHub should ring. Worth asking your provider two things while you're on the call: whether there's a charge for diversion, and whether they charge for the forwarded leg of each call. This varies quite a bit between providers. We can't set the diversion up for you — only your provider can do that on your line. But if you're unsure what to ask for, or the provider's instructions don't make sense, call Lumin Support and we'll talk you through it.

Do I need to keep my landline?

That's entirely up to you. The CareHub doesn't need a landline to work — it makes and receives calls over the internet. Some households keep theirs for a while so the familiar number still works; others cancel it once everyone has the new number. If you do cancel, remember the diversion goes with it. Let the people who call regularly know the CareHub number.

A note on caller ID

When someone calls the CareHub, the number shown on screen is the caller's own. When the CareHub calls out, the person receiving it sees your Lumin number rather than your old landline. Worth mentioning to family so an unfamiliar number isn't mistaken for a nuisance call.