Red Light on Hub

[rjpowell]

Hi

about a week ago the light on my hub went red. It now stays on red despite several re starts. The Virgin kit checker says it cannot run a test right now and I have tried this several times. 
any clues or is this a new hub required?

Rob

[jbrennand]

What Hub model is it ?

[Ashleigh_C · Accepted solution]

Hi there @rjpowell 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your Hub and thank you for trying the reboots. As these have not corrected the issue I do think it would be best for us to arrange for an engineer to come and take a look. I will pop you a private message across so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Ashleigh_C]

Hello again @rjpowell 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Hub– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

[rjpowell]

Thanks John but the Virgin moderators have kindly booked an engineer visit. 

[Ilyas_Y]

Thanks for the update @rjpowell on the forums. 👋🏼

Let us know how it goes with the engineers appointment and we can go on from there.
Reach out to us for any other queries you may have.

Kind regards,
Ilyas.