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Stuart-Craig's avatar
Stuart-Craig
Just joined
2 years ago

Hub 3 Solid red light for over a year

Good evening all.

I have had the solid red light on my router for over a year. It is warm to the touch and at times gets a little hotter. I have drop outs intermittently, always seems to be around 2pm when working from home.

I have called Virgin who tell me there is nothing wrong their end, also they said it was showing some interference my end. My router has not moved since I joined Virgin and has clear space around it so nothing has changed my end, no additional electrical devices or anything so no changes in that regard.

I was told to wait 24 hours and if then phone back and if an engineer was required they would send one but i would have to pay £25 if they didn't see a fault. Isn't the red light alone a sure sign of a fault?

I gave up in the end as its a nightmare getting through to speak to someone.

I did note some other threads on here with similar issue and a new router was sent out. That's all I want a replacement router and no red light of doom.

Can anyone help with this?

Thanks

1 Reply

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

    Hi Stuart-Craig 

    Thanks for posting and welcome to the community.

    Sorry to hear of the red light issue and the confusion over the tech visit.

    If you've done all the checks which from what you've said you have done, then there would be no charge for the tech. The £25 is the standard information we have to advise and I've included the exact wording below;

    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

    In this case it wouldn't apply as the router would need replacing and would only apply should you or someone over the age of 18 not be in for the visit.

    I'll send you a PM now to get some details and rebook.