Forum Discussion

Fedup01's avatar
Fedup01
On our wavelength
3 months ago

Hub 3 - Permanent Red Light - Wifi, PC, Cable TV Box issues

Hi there. I've been a customer for many years. No issues with the system for some years now. However, in June 2024, we noted the red light came on and stayed on, until we reset a few times. We did all the usual tests then, and everything was fine in terms of performance and the service in the house. But, since two weeks ago, the light is red and rebooting and factory re-set do not change that. It is fixed as red. We put it in modem mode, and it stayed red. We have now changed back to router mode and still red, (not magenta). The system diagnostic test at 192.... ,is saying there are issues now connecting to both the TV cable box, and to the broadband. And the wifi is failing. 

I wanted to arrange an engineer visit. My brothers are somewhat concerned about the security of the device since its putting up yellow warnings on diagnostics. I aw this is not an uncommon problem from the posts here, and mostly means the hub is at the end of its life and over-heating. I'm not sure if the Engineers routinely carry replacement hubs in the van, (I assume so), but thought it might be best to flag  the specific issue.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    Is this a Hub3?  If so the Hub will need swapping because the overheating warning system is compromised.

    A VM person should respond on here soon

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

    Hey FedUp01,  thank you for reaching out and I am so sorry to hear you are having some connection issue with a red light.

    I am going to 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.

    • Fedup01's avatar
      Fedup01
      On our wavelength
      3 months ago

      Hi Matt. We have done all these things, several times. Reboot. Factory reset. Put it in modem mode to see if the magenta light comes up. Its not in direct sunlight and never was. Its upright on a cabinet, with plenty of space all around it in. We have used the switch on the back (I/O), and also used the reset pin button thing on the unit.

      Once we used the factory reset it started having troubles connecting back to the TV cable box and wifi started failing to reconnect to items. 

      Many thanks. 

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

        Thank you for confirming and I glad we have managed to get the ball rolling on this.

        Please do keep us updated 🙂