Forum Discussion

praeter's avatar
praeter
Tuning in
12 months ago
Solved

Hub 3 - Red Light - can't resolve by Contacting Virgin

Tried to call Virgin this morning but no options to actually speak to anyone with this query. Also the Web Chat is not working, so pretty disappointing to start with!

The issue I have is a Hub 3 with a solid red light. It's not a heat problem as the hub is warm but not over-heating. Also tried turning it off for a while to cool down and still had the red light showing. I assume that it's a different fault with the Hub. Broadband and Wifi is working OK but I think I need a new Hub. How do I resolve this issue? 

  • praeter's avatar
    praeter
    12 months ago

    Swapped for a new one - all working fine now - thank you!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 months 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.

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    It can be the LED is fading or it can an over temperature fault.

    To check login in to the Hub 3 menu at http://192.168.0.1/   use the numeric HUB PASSWORD from the bottom side label.   ( this is not the Wi-Fi password )

    Run the Network diagnostic tool

    Scroll down through the results and find the Temperature entry.   Is it normal ? 

  • praeter's avatar
    praeter
    Tuning in
    12 months ago

    Thank you both - neither works unfortunately. Still the same after reset and the Network Diagnostic tool just fails each time!

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    12 months ago

    Hi praeter,

    Thanks for posting and sorry to see there's an issue with the hub.

    This will need a technician visit, so I've popped you over a private message to get a few more details from you.

    Alex_Rm

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    12 months ago

    Thanks for joining me over private message praeter 🙂

    Glad I was able to help, please pop back and let us know how the technician visit goes.

    Alex_Rm

    • praeter's avatar
      praeter
      Tuning in
      12 months ago

      Swapped for a new one - all working fine now - thank you!

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    Using Firefox, the Hub 3 Network Diagnostic tool always fails for me.

    Using Edge or Chrome, the Hub 3 Network Diagnostic tool works perfectly every time.