Solid red light on superhub 3.

[Saundersutd]

Hi I have had a solid red light on my superhub 3 for a few days now.

Contacted virgin and they said everything is fine but they will check my connection over next 24hrs which also came back all fine.

I have read posts which says it's a fire hazard?? 

Virgin have confirmed it's all ok is this right?

Thanks Gary 

[nodrogd]

If you have rebooted the hub & the fault returns the hub should be replaced. Most of the time this is a faulty LED circuit, but it could conceal a real issue. I have moved your thread to the Broadband support board & escalated it to the forum team who should respond shortly.

[Saundersutd]

Thanks for your help 

[Paulina_Z]

Hi @Saundersutd,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're seeing a red light on your Hub 3.

A red light could indicate an internal fault, or that the Hub is overheating. If your Hub is warm to the touch, or smells like burning, please turn it off at the mains as this could be a potential dire hazard.

In order to have this issue looked into, I'll send you a Private Message to confirm a few details to help rectify this fault.

Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having some issues locating this, please let me know and I can help. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @Saundersutd,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your red light issue – you can check and amend the date and time of your appointment via your online account.

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 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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.