Forum Discussion

village69's avatar
village69
Joining in
6 months ago

Flashing Red Light 5x

We have the VM5x hub that has worked faultlessly for 6 months, but now has the dreaded flashing red light resulting in no internet connection and unhappy kids (and man child) at home.

We’ve checked all the cables, even though they haven’t been touched, and rebooted / reset the hub multiple times over the last 8 hours with no joy. We’ve also particularly enjoyed the system checker and the endless loop of “Wifi hub isn’t connected properly” (it is), along with the online checker that does the same. The real beauty of the customer service matrix is that it’s actually impossible to book an engineer or talk to anyone resembling a human. So here I am trying the only option left and throwing myself at the mercy of the community and the lovely people within it. Please help before I go mad or the kids/man child revolt.

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    6 months ago

    Hi village69,

    Thanks for posting and welcome to our community 😊

    Sorry there's some issues with the hub, so I can get a few more details from you I've popped you over a private message.

    Alex_Rm

  • Desert's avatar
    Desert
    Tuning in
    5 months ago

    Hi there, I seem to be experiencing something very similar. Were they able to sort the issue out? I've read a lot of posts on here with similar-ish sounding issues where people have suggested several months of going round in circles before the issue was sorted. Just trying to get any insights I can to hopefully speed up the process. Thank you.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      5 months ago

      Hi Desert 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear you're experiencing a similar issue 😔

      I can see you spoke to the team on quite a few occasions before posting on Monday. Did they manage to book an appointment for you?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • Desert's avatar
        Desert
        Tuning in
        5 months ago

        Hi, supposed to be visiting later today. Got fingers crossed it's something trivial. Not sure what to do if it doesn't get resolved. 

        Cheers

  • lee0bv's avatar
    lee0bv
    Joining in
    5 months ago

    Hi, experiencing the same issues and tried all the usual fixes. Hoping to get a private message from someone in the forum team to book me in for an appointment. 

    Thanks 

    • Kath_P's avatar
      Kath_P
      Forum Team
      5 months ago

      Hi lee0bv, 

      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 that your hub is showing a flashing red light. This might mean that the Hub has finished starting up, but hasn’t been able to register on the Virgin Media network. The best thing to do is to reboot the Hub:

      • ➡ Switch the Hub’s power supply off at the wall
      • ➡ Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly
      • ➡ Switch the power back on again and let the Hub start up for 5-10 minutes

      When it’s finished starting up, you’ll see the power light turn from flashing white to solid white.
      If the Hub is still showing a red flashing light after that, try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen, and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running.

      Pop back and let us know how you get on. 

      Thanks,