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steedycat's avatar
steedycat
Tuning in
6 months ago

Re: Re: Hub 3 Red Light

As a Virgin customer for 20 years I recently took out a new contract with you upgrading my 250 internet speed to 500. Your colleague said a new hub would be sent to me to replace my old 2017 Hub 3. This new Hub 5 has never arrived and for the first week of my new contract I was still only getting 250 speed instead of 500. I phoned Virgin who did some tests and then suddenly my speed went to 500 which is what I am paying for. However, shortly afterwards my hub displayed a solid red light and is feeling rather warm on the top. I've unplugged it and done a factory pin reset but the red light is still showing constantly. Please advise when you are sending me out a new hub  that will work correctly with my speed increase. I am a pensioner and worry about my safety as your hub is on 24/7 to work my landline, home security and Alexa devices. Thank you.

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    6 months ago

    Hi steedycat

     

    Thanks for posting and welcome back to the community. Sorry to hear of this. Hub 5s are only for the 1GB service so we wouldn't be able to provide you one I'm afraid. That being said, I will need to raise this regarding what you have advised and also book an engineer for the red light. The Hub 3 works fine for that speed you've mentioned as well. 

    I'll send you a PM now to assist further.