Forum Discussion

punkduck66's avatar
punkduck66
Joining in
2 months ago

Hub 3 Ethernet failed with red light - new hub needed

We have had our current Hub 3 for many years. It's connected to our main PC and a number of other devices via Ethernet. We use Wi-Fi as well.

Last week, I noticed that the main PC was connecting via Wi-Fi and not Ethernet. The light on the front of the Hub 3 is now permanently red as well. 

I have logged into the hub, and it is set in router mode, not modem.

I have switched the Hub 3 on and off multiple times.

I have done a pinhole reset twice with all Ethernet cables disconnected.

From other posts I have seen on here, this is a known fault, and I need a new hub.

Due to my work as a freelancer, I need to get the Ethernet back up and running, and I am going to struggle to coordinate with an engineer visit. I am fully capable of installing a new hub myself.

Could one of the Virgin team members please reach out to me to arrange for a new hub to be ordered?

6 Replies

  • punkduck66's avatar
    punkduck66
    Joining in
    2 months ago

    Ok, after yet another reboot, I seem to have got Ethernet back. But the light on the front is permanently red. It always used to be a yellow/white colour.

    What fault does this mean?

  • punkduck66's avatar
    punkduck66
    Joining in
    2 months ago

    The network diagnostic tool reports that "The temperature of your Hub 3.0 is normal" before anyone asks :-)

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 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.

  • punkduck66's avatar
    punkduck66
    Joining in
    2 months ago

    Is anyone here from the Virgin Team? Looks like a lot of Hub 3s have failed with the red light at the moment!

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

      Hey punkduck66, thank you for reaching out and we are so sorry to hear about your red light issue.

      Please do follow these steps and we will also send you a DM.

      • 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.