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SuseA's avatar
SuseA
Joining in
2 years ago

Hub 3 overheating red light constantly for weeks- customer services advise 'do not worry'

After reading posts regarding the occurrences of the red light constantly showing on Hub 3's, I reset my hub 3 as the red light had been on solidly for weeks. I only noticed as teenage daughters constantly moaning that the WiFi is terrible and not working several times per day. So, I have already reset it. The red light appeared again almost instantly. I have now called Customer Services after a few more weeks. They asked me to reset and she put me on hold whilst doing other checks. Advised the red light should disappear in a week. I queried as to why showingcas overheating as nothing near the Hub 3 and it is just sitting on its own with around 5 metre radius of ventilation around it. I was told it can just happen. I asked what would happen if the light does not go off within another week. Advice given 'do not worry it will go off'. I again raised my concerns as if overheating is it not a fire hazzard? The warning light is 'warning us' after all. Again 'do not worry'. Now feeling uneasy and 35 min call a waste of time. Any advice as to what to do next in anyone's previous experience greatly appreciated. Thanks. 

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Is my Hub 3 hot or not ?

    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 ? 

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi SuseA 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your Hub, we can certainly assist you. We would need to bring you in for a private message to discuss this and resolve. 

    Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi SuseA 
     

    Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for red light issue 😢 – you can check and amend the date and time of your appointment via your online account.

     

    There will be no charge for this visit unless:

    •    The technician diagnoses the faults as not being caused by our network/equipment 

    •    The technician discovers that the fault or problem relates to your equipment

    •    The technician discovers that the fault or problem relates to any system that we are not responsible for

    The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Please keep us updated on how your appointment goes and if you need any further assistance.

     

    Thank you.

    Sabrina