Forum Discussion

Ladygogo84's avatar
Ladygogo84
Joining in
12 months ago

Red light on hub and cutting out

Hi, 

I'm posting here as I don't have the time to spent hours on the phone/online chat in half term with an autistic toddler.

Our VM hubs has a permanent red light and although a strong signal it drops out alot.

It's not hot or in sunlight. It's well ventilated too. 

I've unplugged it several times for 20-30mins.

I've done the reset via the VM website and with the pinhole. I've checked the area status and the connection via the VM connect app too.

Anymore suggestions? Or can someone from VM get in contact please.

Ta! X

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      12 months ago

      Hi there Ladygogo84 

      Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your service and thank you again for posting and trying the reset as recommended. As the light has persisted I do think it would be best we arrange for an engineer to come and take a look via a private message.

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      12 months ago

      Hello again Ladygogo84 
      Thanks so much for your private message and confirming your address, I have now booked you a visit for Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
      There will be no charge for this visit unless:
      • The technician diagnoses the faults as not being caused by our network/equipment 
      • The technician discovers that the fault or problem relates to your equipment
      • The technician discovers that the fault or problem relates to any system that we are not responsible for
      The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
      If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
       

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 months ago

    If the red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.