Forum Discussion

wrxseeker's avatar
wrxseeker
Tuning in
12 months ago

Red Light on Hub 3

Hi

My parents have been experiencing intermittent issues with both their phone (plugged into hub) and internet and I have noticed that the hub 3 power light is permanently on and red which the online information says is due to overheating.

I phone tech support who seemed to think there was nothing wrong and it should resolve within 24 hours but it hasn’t.

Any ideas please ?

 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    12 months ago

    Call back in and advise them that it is fried and that you require a replacement hub. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    12 months ago

    Hi wrxseeker, 

    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 your parents are having some issues with their 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, 

    • wrxseeker's avatar
      wrxseeker
      Tuning in
      12 months ago

      Thanks Kath - I have tried that a few times but will give it one more go and let you know.

      Thanks.

       

      • Kath_P's avatar
        Kath_P
        Forum Team
        12 months ago

        Thanks for coming back to us on this one. 

        I'm sorry to hear that after trying the steps above the red light persists. I know you haven't come back since trying again but just in case, we don't want to delay things further.

        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,