Forum Discussion

gethro's avatar
gethro
Tuning in
7 months ago
Solved

Red light on Hub 3

Hi

My wife has been complaining about slow internet and constant drop outs for a while now , just got around to checking and we have a red light on the hub , I have tried to reset and power on / off but the red light is still on.

How do I go  about getting a replacement hub

  • Kath_P's avatar
    Kath_P
    7 months ago

    Hi gethro, 

    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've been having an issue with your connection and that your hub is showing a red light. I would like to arrange for an engineer to come to take a look at this for you. They can check the hub amongst other things to get things back on track. I just need to confirm the address to ensure we are booking the visit on the correct account. 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,

7 Replies

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

    If it’s a Hub3 it will need replacing. A VM staff member will be in contact. 

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      7 months ago

      Tudor is correct - but a Hub3 red light is usually unrelated to any connection issues you are having.  When they offer to swap it you could ask for a Tech install as you are having some other issues with it.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    7 months ago

    Hi gethro, 

    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've been having an issue with your connection and that your hub is showing a red light. I would like to arrange for an engineer to come to take a look at this for you. They can check the hub amongst other things to get things back on track. I just need to confirm the address to ensure we are booking the visit on the correct account. 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,

    • AntEdwards's avatar
      AntEdwards
      Joining in
      7 months ago

      Hi Kat_F,

      I have the HUB 3 red light issue, can you help please

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        7 months ago

        I am sorry to hear this.

        Let me send you a DM and we will look into, in the meanwhile please try these steps for us;

         

        • 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.
         

  • gethro's avatar
    gethro
    Tuning in
    7 months ago

    Hi All , Had a technician come out and we have a new hub and it's all good now 😄