Forum Discussion

Slamg87's avatar
Slamg87
Joining in
5 days ago

Red Light stays on (Hub 3)

The red light on my hub stays red all the time despite switching off and on numerous times in the last month - I still have working wifi. The hub is in a large space (so no risk of overheating), I have factory reset the hub, checked cables etc and hub temperature but the light is still red. When I run diagnostics for the hub it says all OK. I have tried to both call and start an online chat but the automated system on both just tries to check the wifi status in my area (which is working). Looking at previous threads, I can see that this is a common fault of a Home Hub 3. It's been impossible getting a hold of anyone, so please can someone from Virgin help with this?

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 days ago

    If the red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    3 days ago

    Hey Slamg87. thank you for reaching out and we are so sorry to hear about your red light issue.

    We will send you a DM but please do try these steps in the meanwhile;

    • Turn the power switch off on the back of the Hub.

    • Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.

    • Then use the power switch to turn the unit back on. The Hub should now operate normally.

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      3 days ago
      • Turn the power switch off on the back of the Hub.
      • Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.
      • Then use the power switch to turn the unit back on. The Hub should now operate normally.

       

      wishful thinking once it has a red light its not going to change -

  • todger1's avatar
    todger1
    Dialled in
    3 days ago

    Depends which hub 3 you've got...my old one, which I foolishly allowed to be swapped out, was red when in modem only mode. The one I have now is  what I call a version 1. When in modem only mode the light is purple, but the modem has locked me out. I've tried a variety of ip adresses to no avail. It works fine, but I'd have to do a factory reset to get in it...This has happened on more than 1 SH3.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      3 days ago

      The official light for modem mode is magenta.  However, due to the age of the Hub 3, the LED's don't display properly in some cases.

      As for modem mode access, are you using a cabled connection as this is by far the best method of access.

      If still no joy, try a 60 second factory pinhole reset as below;
      Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds.  Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.