Introduction

If your Home Alarm Hub is announcing "Your Hub has lost power", it means the Hub is no longer receiving power from the wall and has switched to its built-in backup battery. This is not necessarily a fault with the Hub itself. In most cases, it is caused by something in your home that has interrupted the power supply.

The good news is that your Hub is designed to keep working during a power outage. The backup battery lasts up to 40 hours, so you are still protected while you sort out the issue. Your Pendant Button will continue to work as normal during this time.

Why does my Hub announce that it has lost power?

Your Hub monitors its own power connection. When it stops receiving power from the wall, it switches to its backup battery and plays a voice announcement to let you know. This is a safety feature so you are aware of the situation and can take action if needed.

When the Hub first loses power, it will repeat the announcement every two minutes for the first 20 minutes. After that, it will announce every two hours. The Hub will not play these announcements between 9pm and 9am, so it will not disturb you overnight. The Hub will also announce when power has been restored.

Is the power point switched on and working?

This is the most common cause. Check that the power point your Hub is plugged into is switched on at the wall. Try plugging something else into the same power point, such as a phone charger or lamp, to confirm the power point itself is working.

If the other device does not work either, the issue is with the power point or your home's power supply, not the Hub.

Has a fuse tripped or a circuit breaker switched off?

A tripped fuse or circuit breaker is one of the most common reasons the Hub loses power, even when it appears to be plugged in correctly. This can happen during storms, when too many appliances are running at once, or sometimes without an obvious cause.

Check your home's fuse box or switchboard. If a switch has flipped to the "off" position, try switching it back on. If you are unsure how to do this or the switch keeps tripping, contact a licensed electrician for help.

It is worth checking whether other appliances on the same circuit have also stopped working. For example, if the Hub is plugged in near the kitchen and the microwave and kettle have also stopped, a circuit breaker for that area has likely tripped.

Is there a power outage in my area?

Sometimes the issue is not inside your home at all. A localised power outage in your street or neighbourhood can cause the Hub to lose power while everything else seems normal. This can happen if only part of your home has lost power, or if the outage is brief and intermittent.

You can check with your electricity provider to see if there is an outage in your area. Most providers have an outage map on their website, or you can call them to check.

Your Hub's backup battery will keep it running for up to 40 hours during a power outage, so you remain protected. For more detail on how your Hub behaves during an outage, see what happens if my Home Alarm loses power.

Is the power pack properly connected to the Hub?

Check that the power cable is firmly plugged into the back of the Hub and that the other end is securely connected to the power point. Over time, cables can come loose, especially if the Hub has been bumped or moved during cleaning.

Gently unplug the power cable from both the Hub and the wall, then plug it back in firmly. You should hear the Hub announce that power has been restored if this resolves the issue.

Could the power cable or power pack be damaged?

Have a look at the power cable and the power pack (the small block that plugs into the wall). Check for any visible damage, such as fraying, kinks, or bent pins on the plug. If the cable or power pack looks damaged, do not continue using it. Give us a call and we can arrange a replacement.

Has the Hub been moved to a different location?

If the Hub has recently been moved, it may have been placed near a power point that is controlled by a light switch. Some power points in homes, particularly older ones, are wired to a wall switch. If that switch is turned off, the power point will not supply power to the Hub.

Try plugging the Hub into a different power point that you know is always on. If you are unsure about the best placement, our guide on getting started with your Home Alarm covers where to set up your Hub.

What should I do if none of these steps help?

If you have worked through the steps above and your Hub is still announcing that it has lost power, give us a call. It may be an issue with the Hub's power pack that we can help resolve, and we can send a replacement if needed.

Remember, even while the Hub is running on backup battery, your alarm is still fully operational. You can still raise an alert using your Pendant Button and your calls will still be connected as normal.