Another Red Light On a Hub 3

Hi, Router has had red light on permanently for a few days. Have only today realised this is not 'normal' and that it should be white. Have tried the on off method and the pin reset thing. No change. It's not in direct sunlight and has plenty of space for ventilation around it (can send pic if you like). Doing the diagnostics thing  comes up with message that Virgin can't connect to the system for some reason. Do you need to send someone out to replace it?