Forum Discussion

Sjames18's avatar
Sjames18
Joining in
28 days ago
Solved

Red light on hub

Hi, same problem. 3 days Constant Red Light. Turned off/on several times. Did the pinhole reset. The hub is not even warm. Normal constant download speeds, so no problems at all other that the red light. I called Customer services yesterday and was told its something to do with a recent software update. So the red light is just a malfunction and they wont send out a spare until the hub breaks completely.

I wonder if anyone can post a link whereby I might be able to buy my own HUB as a spare. I dont want to wait until my original  breaks down and then have to wait several days for a posted replacement.

Thanks

 

  • Hi Sjames18 

    VM provide all the equipment including free swap outs for damaged/faulty devices. If you did happen to procure one from elsewhere it wouldn't work as all hubs are tied to the account and the account address. 

    If you are in modem mode and using a third party router then the light should be magenta (can also appear red) so there's nothing to worry about.

    However if you're in normal router mode and have performed the pinhole reset (keeping the reset button depressed for a full minute) and the lights still red then it should be replaced.

    A member of the forum team should pick this up for you in a day or two.

     

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Sjames18 

    VM provide all the equipment including free swap outs for damaged/faulty devices. If you did happen to procure one from elsewhere it wouldn't work as all hubs are tied to the account and the account address. 

    If you are in modem mode and using a third party router then the light should be magenta (can also appear red) so there's nothing to worry about.

    However if you're in normal router mode and have performed the pinhole reset (keeping the reset button depressed for a full minute) and the lights still red then it should be replaced.

    A member of the forum team should pick this up for you in a day or two.

     

  • I replied to this , mysteriously my post vanished. This forum is very buggy.

     Thanks four reply New Apollo. I don't want to get an hub very elsewhere, I want to know If i can purchase one from Virgin as a spare. I was told by customer services that you cant be post a spare only a new one when the original breaks.

    I dont want to have to wait the upto 5 days for a new one to be posted, hence I wanted to buy one as spare. Still a solid red light after a week, no loss of signal, no heat, no speed reduction.

    • Tudor's avatar
      Tudor
      Very Insightful Person

      Your hubs are rented to you by VM, so you cannot purchase one. They are linked, one at a tine, to your account. If you had a ‘spare’ one it would not work until it was linked to your account. Just try and get customer services to do that!

  • Thanks Tudor. Unfortunately customer services told me that I could not get a replacement until mine breaks. So I could be without internet for the 5 days it may take to be posted to me or if an engineer is in my area. What a daft set up. 

    Still Red light on, no other issues at all.  

    • Nathan_B's avatar
      Nathan_B
      Forum Team

      Hi there Sjames18 👋 Welcome to our forum and thanks for your post 😊

      Sorry to see that you've been having issues with getting help for this issue. I'll certainly be happy to take a look at this for you.

      I'll pop you a PM to confirm your details so this can be done.

      Regards

      Nathan

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Thanks for your time over the last week Sjames18.

      Gald to know the replacement Hub arrived okay and it's now been activated.

      If we can help with anything else at all, please let us know.

      Gareth_L
       

       


       

  • All solved Gareth kindly sent me a new HUB 3 which is now installed and working correctly. Thank you.