Inability to get anywhere......Hub3 is broken

[Frhowty]

Still going nowhere , Hub is the problem , line is showing all OK but the hub is constant red , tried all the fixes but nothing , customer services on 24 hour monitor which shows line is fine . Going round in circles , parent serious ill in hospital,  don't need this hassle.

I need a new hub and better still a voice to talk to 

[jbrennand]

What Hub model is it ?

Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 - but no guarantee)

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Frhowty]

It's the hub that's broken 

[jbrennand]

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@Frhowty wrote:

It's the hub that's broken 

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Yes... you report broken equipment on the number above.  What Hub model is it - a red light signifies different things on different hub models.

While waiting for VM to respond here try to reset it again just as this...

________________________

Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", and co-ax still connected, push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.
You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.

See if that sorts it.

[goslow]

Have you replied to the PM from Zach_R on your post from yesterday offering help?

Replies from VM staff on here are not in real-time and there can often be delays in their responses.

You haven't stated what is the problem you are having (other than a red light is showing).

If you have a total loss of service you need to phone it in to replace the hub (if that is the cause of the issue) which will also start the clock running for any compensation you might be eligible for under the auto compensation scheme for a TLS.

[Client62]

Is my Hub 3 hot or not ?

It can just be the LED is fading or it can an over temperature fault.

To check, login in to the Hub 3 menu at http://192.168.0.1/   use the numeric HUB password from the bottom side label.   ( this is not the Wi-Fi password )

Run the Network diagnostic tool

Scroll down through the results and find the Temperature entry.   Is it normal ? 

[carl_pearce]

VM have responded to you, as mentioned above:

https://community.virginmedia.com/t5/Networking-and-WiFi/Red-light-on-gub/td-p/5430279

[Client62]

Phrases like "tried all the fixes" are such a red flag