Forum Discussion

LCJTB's avatar
LCJTB
Joining in
2 years ago

Red light on hub

Hi 

I’ve got a constant red light on my hub, I’ve rebooted several times and it’s still there. The box is not hot and is well ventilated so doesn’t appear to be overheating but I am concerned that is something wrong as I’ve read on your forums that the box will need to be replaced. 
I’ve tried calling the helpline but whilst they were checking the network, I was cut off after nearly 30 minutes of waiting. 
Please can you help?

Thanks

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    2 years ago

    Hi there LCJTB 

    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 Hub and thank you for trying the reboot. I do think it would be best to get an engineer out to take a look as this has persisted. I will pop you a private message to arrange this.

    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
    2 years ago

    Hello again LCJTB 
    Thanks so much for your private message and confirming your address, I have now booked you a visit for the red light on the 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