Hub 3 constant red light

My virgin hub 3 router has a constant red light on the front for the past 3 months.  I have followed all the reset instructions and move its location but it has made no difference. It also regular closed WiFi signal to the TV boxes.

Having read this fourm it looks like it needs replaced but I cant get trough the self help guides to speak to a rep on the issue. Can someone please help here? 

Thanks James