Red light on Hub 3

[MTS1]

Hi a little concerned as I have a full red light on my hub 3 - and the hub is warm to touch at the top.

Recently had engineers here and they replaced by TV box which was faulty. So my hub is the only bit of original issue. 

Still got a strong WiFi signal - but advice appears to suggest I need to book an engineer? 

Grateful for any help. Thank you. 

[Kath_F · Accepted solution]

Hi MTS1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your hub is showing a red light and is warm to touch. To be on the safe side, we would suggest unplugging the hub and leaving off just for safety. 

We will need to get an engineer booked out to replace the hub but I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_F]

Hi MTS1, 

Thanks for coming back to us via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

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 MyVM 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.

Let us know how the appointment goes. 😊

Take care.

[MTS1]

Hi Kath,

the appointment is today between 4-7 pm but I have yet to receive any text confirmation?

Will it still go ahead?

Mark

[Steven_L]

Thanks for coming back to us and sorry for the late reply. Did your appointment go ahead and your hub get replaced?

Kind Regards,

Steven_L

[MTS1]

Hi,

appoint went ahead - replaced the hub and sent in a note to link the new wi fi pod. 
Very professional engineer.

only outstanding issue is the wi fi pod has yet to link with the new hub.

regards

Mark

[MTS1]

Hi Just got home been out all day. WiFi pod has not connected - but for the second time in 24hrs the Hib has dropped the internet - now have zero internet connection or WiFi - please advise?

Mark

[Arissa_H]

Hi MTS1 👋🏼.

Thank you for coming back to us and letting us know 😊.

Sorry to see your WIFI Pod has not connected ☹.

What happens when you try to connect the Pod by our connect app?

Since you have last spoken to us, are you still having issues with your connection?

If so please let us know and we will further assist. 

[MTS1]

So the update - engineer returned and replaced the hub - all working well. 

Still no progress with the WiFi pod. Not sure I understand how the connect app helps connect a pod?

[Joseph_B]

Hey @MTS1,

Great to hear the engineer helped you with this.

With regards to the app, once the Hub works fine etc, the app is set up that it runs all necessary tests for the pod and has the facilities to place the order through if it deems there to be an issue and one would prove to be beneficial.

Joe