Forum Discussion

Meg_n's avatar
Meg_n
Joining in
9 months ago

Red light on box!

Hello

The red light is constantly on our virgin media box. We have no WiFi, which is annoying as I have to work from home. I have tried switching on and off, all cables are in place, etc. No joy. How could I arrange a technician to come out asap?

Thanks

5 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    9 months ago

    If it’s not a Hub3, where a red LED means overheating, the it means you have no broadband connection. 

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    9 months ago

    Hi Meg_n 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're having 😔

    If it's a Hub 3, please follow the below steps in the following order:

    • 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

    • Use the power switch to turn the unit back on

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

    Please pop back to us at your earliest convenience.

    Thank you for your support Tudor 👍

    Regards,
    Daniel

    • Meg_n's avatar
      Meg_n
      Joining in
      9 months ago

      Hey Daniel, thanks for your reply. I've tried all of these measures and the red light is still on! My internet connection has been on and off today so I don't think it's a network issue (also none reported in local area).

      How do I arrange a replacement please?

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        9 months ago

        Hi Meg_n, thank you for your response.

        In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel