What happens during CareHub setup at home?

If you're about to receive a CareHub, or you're a family member preparing for one to arrive, you might be wondering what setup actually involves. The honest answer: not much. Lumin does most of the work before the device ever leaves our office, so the home visit is short, calm, and mostly spent making sure you feel comfortable using it. Here's what to expect.

Before the CareHub arrives

While you're going through the quote and ordering process, Lumin gathers the things we need to personalise the device for you — Supporters, key contacts, accessibility preferences, language, any peripherals like pendants. We use this to pre-configure the CareHub in our office before it ships. By the time it leaves, your name is on it, your Supporters are linked, your settings are dialled in.

Delivery

The CareHub arrives by courier in its original box. Everything you need is included — the screen, a power adapter, and a printed quick-reference card — and there's nothing fragile that requires careful handling. You don't need to unpack it or start setting it up yourself; that's what the home visit is for.

The in-home visit

A trained installer comes to your home to complete the setup. Depending on where you live, that's either a Lumin team member or a trusted installer we've appointed in your region. Either way, they're someone we've trained personally, and they know the CareHub inside out. The visit is included in your one-off setup fee — there's no separate charge. What happens during the visit:

• Plug it in. The installer finds a suitable spot — somewhere you'll naturally see it, with mains power nearby. The CareHub is light-touch on the home: no drilling, no wiring, no installation work.
• Connect it to the internet. Usually this is your home Wi-Fi. The CareHub also has a built-in 4G SIM as a backup, so if the Wi-Fi is patchy on the day, the device still works.
• Test connected devices. If you have a pendant or another peripheral, we make sure it pairs and triggers correctly.
• Walk you through how to use it. This is the bit that takes most of the visit. The installer takes you through making a call, viewing photos, sending a message, using the calendar, and any other features that matter to you. They go at your pace — there's no script, and no rush. You're encouraged to ask whatever you'd like. The whole point of the visit is to leave you confident, not just connected.

After setup

Once the installer leaves, you don't need to do anything to keep the CareHub running. Software updates happen quietly in the background. The device is monitored 24/7 — so if something goes wrong with the connection or the hardware, Lumin usually sees it before you do, and we'll reach out if there's anything we need from you. If you find you'd like a refresher, or another household member wants to be shown how things work, that's perfectly fine — call Lumin Support and we'll organise it. We can also activate features you didn't ask for at setup (like the daily wellbeing check or specific entertainment options) without another visit.

Wired installations

If your home needs a wired Ethernet connection rather than Wi-Fi — for example, in some greenfield builds or particular living arrangements — the install includes a certified electrician. Lumin coordinates that as part of the install, so you don't have to source one yourself.