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c_shearer91's avatar
c_shearer91
Joining in
2 years ago

Hub showing red light

Few months now, but having a similar issue to others on here from what I can see- we've had our hub for a few years and over the past few month our connection drops frequently and the router has to be reset almost daily, the bottom light which used to be white constantly shows red. I'd had enough of the poor service and tried contacting customer services in between Xmas and new year who did some routine checks and found no faults at the time and said the connection would be monitored over the 24 hours. Once again we have lost connection multiple times today, really frustrating service 

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    They will replace a red light Hub3... with another refurbished Hub3.  It almost certainly has nothing to do with what is causing any connection issues but needs replacing as the "warning" mechanism is dysfunctional..  But connection issues are what you need to concentrate on - A VM person will take a look when they get here in a day or two

    Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

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

    Hi c_shearer91,

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're very sorry to hear you're having some issues with your Hub 3 displaying a red light. Just to double check, is the Hub currently in modem mode? If so then the light will be a magenta colour but can look quite red at times. This is perfectly normal and nothing to worry about. 

    If it's not then please follow the below steps: 

    • ➡ 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.

    If the red light still shows after doing the above, pop back here and let us know. We can then arrange an engineer to visit to swap out the Hub.

    Thanks,