Forum Discussion

jongbray's avatar
jongbray
Joining in
7 months ago

Hub3 red light permanently on

I was trying to log in to admin a couple of days ago; it kept either saying bad password or appearing to accept it but then returning to the main menu; eventually it told me to reset the machine which I did; I was able to get into admin but the response time was even slower than normal and the router could not tell that one computer was connected (even though said computer was connected through this); in fact only about five of twenty-odd devices (most of them low bandwidth IoT devices) were detected.   At that point I noticed the red light was solidly on and the router was running very hot.  I turned the router off overnight and it is cooler today but still a bit warmer than I'd expect; the red light has not gone off.  For months/years the admin pages has been much more sluggish than other (low-end) routers I've used , but this might be normal for hub3.

Performance wise, the game server can no longer receive incoming connections, and NOW TV, BBC and a number of other sites keep dropping out.  Virgin's own speed test puts my speed at a respectable 85mbits/s but two definitely-independent checkers both come in at more like 15mbits/s.

overheating
red light
  • Kath_P's avatar
    Kath_P
    Forum Team
    7 months ago

    Hi jongbray,

    Thanks for taking the time to post on the community. It's great having you on board with us. 

    We're very sorry to hear you're having some issues with your Hub 3 displaying a red light. As you've already completed the checks and the hub is warm to touch, we'll need to arrange a hub replacement for you and we need an engineer to come out to do this. I just need to confirm the address to move forward on this.

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • Kath_P's avatar
    Kath_P
    Forum Team
    7 months ago

    Hi jongbray,

    Thanks for coming back to via private message to confirm your information. 🤩

    I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

    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.

    Let us know how the appointment goes. ðŸ˜Š

    Take care.