How does the CareHub block spam and scam calls?

The CareHub automatically screens out known spam and scam callers, so the household isn't disturbed by nuisance calls. It's built in, on by default, and requires no setup or user action.

Which plans include it

Spam and scam call blocking is included on:

• Ease of Mind
• Rest Assured It isn't included on Just Connect (which doesn't include unlimited national calling either).

How it works

When a call comes in to the CareHub's landline number:

1. The number is checked against a continuously updated database of known spam and scam numbers.
2. If the number is on the spam/scam list, the call is blocked silently — the CareHub doesn't ring, and the resident doesn't see a missed call.
3. If the number is unknown but matches a pattern Lumin's screening flags as suspicious (e.g., spoofed numbers, robocall patterns), it may also be blocked.
4. Legitimate calls — from Supporters, family, friends, healthcare providers, the village, anyone the household has interacted with normally — come through as usual. Because the screening happens before the phone rings, residents aren't startled by ring tones from nuisance callers, and they don't have to make a decision about whether to answer.

What if a legitimate call gets blocked

The screening isn't perfect. Occasionally a legitimate caller may be incorrectly flagged — for example, a new healthcare provider using an unfamiliar number, or a number that's been previously misused and is now legitimate. If a caller tells you they've been trying to reach the CareHub and the calls aren't coming through, contact Lumin Support. We can:

• Check whether the number is being blocked
• Whitelist a legitimate number so it always comes through
• Investigate persistent issues with specific callers

Working alongside Supporters

Calls from registered Supporters using the Lumin Supporters App come through the platform, not the public phone network — so they're never affected by spam screening regardless of what's happening on the phone side.

What this isn't

• It isn't a Do Not Disturb mode. The resident's CareHub still rings for legitimate calls.
• It isn't a fixed block list you maintain. Lumin updates the screening database centrally; you don't have to add numbers manually.
• It isn't unbreakable. Some scam calls get through. If you receive a scam call on the CareHub, hang up and contact Lumin Support so the number can be flagged.

Reporting a scam call that got through

If a scam call did make it through to the CareHub:

• Hang up — don't engage with the caller.
• Contact Lumin Support and let us know the calling number if you have it.
• The number is added to Lumin's screening list, which protects other households.