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Lauren8's avatar
Lauren8
Joining in
2 years ago

Permanent red light on Hub and unstable connection

Over the past few weeks my Hub has a permanent red light and the internet connection frequently becomes unstable. I've reset the hub multiple times, disconnected/reconnected etc. and it fixes the problem temporarily but then becomes unstable again. Tech support on the online chat, are not addressing the problem at all, and just trying to upsell me products or tell me there's not a problem. Yes, when I contacted them in the day the internet was connected, but then yesterday evening it dropped again. Can anyone help please?

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

    Hi Lauren8, 

    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 sorry to hear you're having an issue with your connection and the hub showing a permanent red light. We won't be able to fix this remotely so I would like 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
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Lauren8,

    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. 😊

    Take care.