Forum Discussion

Buddy5's avatar
Buddy5
Joining in
9 months ago

Hub 3 red light

To cut a very long story short, I have been a customer for many years. 6 years in my current house. Broadband and house wifi was never a problem until Xmas time 2022. Several calls to the helpline and many months later we are still having issues. I told the technicians back in 2022 that the hub had a red light, we have done the pin reset several times yet still the hub has a red light constantly and feels hot to touch ( it is on an open shelf away from anything) but I have young children and this is a concern. I am tired of having to hotspot my TV’s to my phone as I am already paying for a broadband service. Please can someone help me? I’m hoping to get a better response from here than I have in the past from ringing up! 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    The red LED is the overheating warning and should be working correctly. If you wait here a day or two a VM Mod will discuss with you directly. 

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    9 months ago

    Hi there Buddy5 

    Thank you so much for our post and welcome to the community forums, it's great to have you here.

    I am so sorry that you have faced this issue with your service and I would be more than happy to arrange for an engineer to come and take a look into this with us via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
     

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    9 months ago

    Hello again Buddy5 
    Thanks so much for your private message and confirming your address, I have now booked you a visit for the red light issue - you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
    There will be no charge for this visit unless:
    • The engineer diagnoses the faults as not being caused by our network/equipment 
    • The engineer discovers that the fault or problem relates to your equipment
    • The engineer discovers that the fault or problem relates to any system that we are not responsible for
    The engineer 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 My VM 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