Forum Discussion

tess09's avatar
tess09
Joining in
2 years ago

Red light on hub

The red light on hub is on all the time . I have tried rebooting but still the same . It is not in sunlight and appears to be working ok as no issues were found when tested. Is there anyway I can speak to a person ?. I phoned 150 and was told a link would be sent to my mobile but I don't have a smart phone so can't click the link if it had come through to my very basic mobile. 

I am worried that the hub is overheating and could cause a fire.

  • Gareth_L's avatar
    Gareth_L
    2 years ago

    Hello tess09,

    Thanks for your first post and welcome to our Community.
    Sorry to hear you are having an issue with your hub showing a red light
    I'd like to take a look into this for you and arrange a swap.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check your logo at the  top right of your screen that would be great. 

    In the mean time can you also ensure its in a well ventilated place please 
    Regards     
    Gareth_L
     

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello tess09,

    Thanks for your first post and welcome to our Community.
    Sorry to hear you are having an issue with your hub showing a red light
    I'd like to take a look into this for you and arrange a swap.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check your logo at the  top right of your screen that would be great. 

    In the mean time can you also ensure its in a well ventilated place please 
    Regards     
    Gareth_L
     

    • tess09's avatar
      tess09
      Joining in
      2 years ago

      Thank you. The hub is in a well ventilated area. A pm is ok will look out for it

    • JollyJack8's avatar
      JollyJack8
      Joining in
      2 years ago

      I have had hub for a year now and only ever had a red light on hub.  Been fobbed off on chats to team  also WiFi and hard wire Internet drops out frequently, had numerous problems in my area. Can't change contract for another 6 months, but have cancelled the dd until I get satisfaction as I have not had the service I am paying for

       

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Hey there JollyJack8, thanks for reaching out to us on the Virgin Media forums, 👋🏼

        I'm sorry to hear about the issues with the red light on the hub, this is not how the hub should be and the red light needs attention unless you have the hub in router mode.
        Before we continue to assist, can you ensure that the hub is in an open space, all the cables have been taken out, placed back in and with a reboot done on it.

        Let us know and we can go on here.

        Kind regards,
        Ilyas.

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi Cuthbert8166, 

      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 very sorry to hear you're having some issues with your Hub 3 displaying a red light. Just to double check, is the Hub currently in modem mode? If so then the light will be a magenta colour but can look quite red at times. This is perfectly normal and nothing to worry about. 

      If it's not then please follow the below steps: 

      • ➡ 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.

      If the red light still shows after doing the above, pop back here and let us know. We can then arrange an engineer to visit to swap out the Hub.

      Thanks,