Forum Discussion

Mo18's avatar
Mo18
Joining in
2 years ago

Permanent red light on router

My router has a permanent red light but Internet is working. Done all the checks, switching on and off and resetting. What else can I do?

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 years ago

    Hi Mo18, thank you for your post. 

    Can you please confirm the model of Hub you have?

    Regards,
    Daniel 

  • Mo18's avatar
    Mo18
    Joining in
    2 years ago

    Phoned customer service and was told as long as I have Internet connection they won't give me a new hub

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi Mo18, thank you for your response.

      The red light indicates that either the router is overheating, or there's an issue with the connection to the LED.

      Can you please follow the below steps in the following order in the first instance:

      • 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

      If after following the above steps the router doesn't boot back up after a few minutes, or the red light returns when it does, the router will need replacing.

      Regards,
      Daniel

      • Lesp1964's avatar
        Lesp1964
        Tuning in
        9 months ago

        Hi Daniel _ Et , 

        I started having the same problem yesterday , and have done what you said to do , but the red light is still on . 

  • Mo18's avatar
    Mo18
    Joining in
    2 years ago

    Hi Daniel_Et 

    I've done as you suggested. I've called customer service  and they said as Internet connection is working they will not replace the hub. Do you have any other suggestions?

    Regards 

    Morag

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi Morag, thank you for confirming that.

      Has the red light returned? If so, we'll arrange for a replacement router to be sent out to you.

      Regards,
      Daniel

      • Mo18's avatar
        Mo18
        Joining in
        2 years ago

        Hi Daniel

         The red light is still on

        Regards

        Morag

  • Cordelia29's avatar
    Cordelia29
    Just joined
    6 months ago

    I have exactly the same issue except the Wi-Fi works but Ethernet doesn't

    • Kath_P's avatar
      Kath_P
      Forum Team
      6 months ago

      Hi Cordelia29, 

      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,