Call quality is poor — what should I check?

If calls to or from the CareHub are choppy, delayed, echoing, or dropping out, the issue is almost always with the internet connection on one end or the other. Here's what to check, in roughly the order most likely to help.

Common causes

• Weak Wi-Fi signal on either the CareHub end or the Supporter's phone end
• Congested home internet — other devices streaming or downloading at the same time
• Falling back to 4G when Wi-Fi is unreliable — 4G works but is slightly less crisp
• Wireless interference — too many devices on the same Wi-Fi channel, or a microwave nearby
• Outdated router — older Wi-Fi routers can struggle with video calls
• Your phone running too many apps at once

On the Supporter's phone end

• Check your signal strength — both Wi-Fi and mobile. Move closer to your router if needed.
• Close other apps — particularly anything streaming video or music.
• Switch from Wi-Fi to mobile data (or vice versa) to see if one is better right now.
• Update the Lumin Supporters App — make sure it's the latest version.
• Restart your phone if calls are persistently bad.

On the CareHub end

The CareHub uses Wi-Fi by default, with 4G as a fallback. To improve things at the CareHub end:

• Move the CareHub closer to the Wi-Fi router, or move the router closer to the CareHub.
• Restart the home Wi-Fi router — unplug it for 30 seconds, then plug it back in.
• Check whether other devices on the home Wi-Fi are using bandwidth heavily — streaming on a smart TV, large downloads, etc. — and pause those during the call.
• Reboot the CareHub (press and hold the power button, choose Reboot).

When 4G is in play

If the home Wi-Fi has dropped and the CareHub is using its built-in 4G, calls still work but may be slightly less crisp. Once Wi-Fi is restored, the CareHub goes back to Wi-Fi automatically. You can confirm which connection the CareHub is on by contacting Lumin Support — we can see this from our end.

Persistent issues

If call quality is consistently poor and the basics above don't help, it's worth a deeper look:

• Home internet speed. Calls need a steady connection but not a lot of speed — even 5 Mbps down/up is usually fine for video. If your internet is consistently slower, your provider may need to upgrade you.
• Router age and capability. Routers more than 5–6 years old often struggle. Your internet provider can usually swap you to a newer one.
• CareHub hardware. Rarely, a CareHub speaker or microphone may be developing a fault. Lumin Support can check this remotely. Contact Lumin Support if the issue persists — we can investigate connectivity and device health from our end.

When to call Lumin Support immediately

• If the CareHub is offline and won't come back online
• If the CareHub is rebooting on its own
• If the speaker or microphone seems faulty (no sound, distortion that doesn't respond to volume changes)