The CareHub is offline — what's happening?

If the CareHub goes offline, you'll usually find out one of two ways: the device itself shows an "Offline" indicator, or Supporters receive an Offline notification on their phones. It's worth saying first: offline isn't an emergency. The CareHub stores messages and photos that arrive while it's offline and delivers them once it reconnects. The person using it can still see everything that's already there. Nothing is lost.

Why a CareHub goes offline

There are three usual reasons:

• Home Wi-Fi has dropped or restarted. Most common. The Wi-Fi router needs a restart or has been turned off.
• The CareHub has been moved. If it's been carried into a part of the house with weak Wi-Fi signal, the connection drops.
• Wider connectivity issues. Power cuts, internet outages, or a wider Lumin platform issue. The CareHub also has a built-in 4G SIM that acts as a backup, so even when home Wi-Fi is out, the device often stays connected. If both Wi-Fi and the 4G fail, the device goes offline.

What you can do

If you're a Supporter and you've received an Offline notification:

• It's worth a quick call to the person on the CareHub, just to check in.
• If they're not sure why it's offline, ask whether the home internet is working (if you'd usually call them on a different number or message, see if those work).
• If the home Wi-Fi has dropped, restarting the Wi-Fi router usually fixes it — unplug it for 30 seconds, plug it back in, wait a couple of minutes. If you're with the CareHub and you can see it's offline:
• Wait a minute or two — it often reconnects on its own.
• If it hasn't, you can reconnect manually:
  • Press and hold the power button at the back of the CareHub until three options appear: Power Off, Reboot, Settings.
  • Tap Settings.
  • Tap Internet Connection.
  • Tap your Wi-Fi network from the list, enter the password if needed, and tap Connect.
• Or just Reboot the CareHub from the same menu — that usually does the trick if the connection is being stubborn.

When Lumin steps in

The CareHub is monitored 24/7. If a device stays offline for an extended period, Lumin Support is alerted automatically and will reach out — usually first to the household, then to a Supporter if there's no answer. You don't need to phone Lumin Support just because of an offline alert. We'll already know. Call us if:

• The CareHub stays offline for more than a couple of hours after a Wi-Fi restart
• You're receiving repeated online/offline notifications across days
• Something else seems off (the device won't turn on, the screen is frozen, etc.)