Forum Discussion

ROY26's avatar
ROY26
Joining in
6 months ago

Red light on my Hub 3

How do I go about getting a replacement Hub 3 box as the one I have had a red light on. I have read that it means the box is overheating.
I have tried the resets a few times but to no avail.   I am finding it difficult to find the appropriate page to report the fault

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 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.

  • Ashleigh_C's avatar
    Ashleigh_C
    Icon for Forum Team rankForum Team
    6 months ago

    Hi there ROY26 

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

    I am so sorry that you have faced an issue with your Hub but we will be happy to take a look into this with you. Can I just confirm is the Hub out in an open and well ventilated space and have you performed a pin hole reset? To do this push a pen etc into the 'reset' hole at the back of the Hub and hold in for 30 seconds.

    This will cause a full factory reset so if you have changed any details on the Hub such as the WiFi password this will reset to the original but it can be changed back.

    • ROY26's avatar
      ROY26
      Joining in
      6 months ago

      Hi. Yes the hub is in a well ventilated open space and I have tried the pin hole test a few times now but it still has a red light

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        6 months ago

        Okay, we can get this investigated further for you. 

        Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down. 

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 months ago

    Thank you for joining me on private message ROY26 If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having an issue that an answer was given and direct them to the post, alternatively, you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.