Forum Discussion

Chirag27's avatar
Chirag27
Joining in
2 years ago

Red light on Virgin Media Hub

hi, I have a solid red light on my virgin media hub 3 for over 3 months. I’ve also been having issues with my WiFi dropping on a regular basis. I have called virgin media a few times and every time the advice is different by the technical people. I have done a reset of the wifi router recently and have taken out the wires and plugged them in again. Unfortunate the red light is still coming up.

  • Adduxi's avatar
    Adduxi
    2 years ago

    The red LED on a Hub 3 is the overheating warning.  If this is faulty, i.e. on when it should be off, then the Hub needs replaced as it's a risk.  If you wait here a day or two a VM Mod will pick this up and discuss with you directly.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    The red LED on a Hub 3 is the overheating warning.  If this is faulty, i.e. on when it should be off, then the Hub needs replaced as it's a risk.  If you wait here a day or two a VM Mod will pick this up and discuss with you directly.

    • dandybear1's avatar
      dandybear1
      Joining in
      7 months ago

      Hello, I also have this problem with the red light on my superhub 3. I have tried the pinhole reset and also made sure it is in a well ventilated area. Please can you help me. Thanks.

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        7 months ago

        Hi dandybear1

        Thanks for your post and welcome to our community.

        I'm sorry to hear about the red light on the hub.

        I'll send you a private message now so I can arrange a replacement.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Megan_L's avatar
    Megan_L
    Forum Team
    2 years ago

    Hi Chirag27, 

    Thanks for using the Community Forums to get this issue with your Hub looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

    Red light on Hub 3's could be an over heating warning, but we do recommend doing a pin hole reset on the Hub before we replace it. 

    Please take a pin or something similarly thin and hold it in the reset hole at the back of the Hub for 30 seconds, this will factory reset your Hub and may resolve the red light issue. 

    If the red light continues, or you feel it is hot to the touch, then please let us know and we can get it replaced as soon as possible.

    Thanks,

    Megan_L

    • Chirag27's avatar
      Chirag27
      Joining in
      2 years ago

      Hi Megan, I’ve tried the 30 second pin hole reset and still the red light is coming up and the hub is hot to touch. I called virgin media twice and the first time I was advised that a new hub has been ordered but when I called again yesterday the advisor said there are no notes in the system saying a new hub has been ordered. Thanks

      • Megan_L's avatar
        Megan_L
        Forum Team
        2 years ago

        Thanks for coming back to me Chirag27.

        Sorry to hear about the lack of action & communication from the other Teams 😥
        Lets go into a PM now so we can get an engineer visit scheduled to look at the Hub and replace it.

        Speak to you soon!

        Thanks,

        Megan_L

    • L-jo17's avatar
      L-jo17
      Joining in
      7 months ago

      I am having the same issue, constant red light and warm. Tried rebooting and proper resetting and still just red light. I called costumer service and was told that it’s an issue in the area. However, neighbours with Virgin don’t have the problem and also online there is nothing about any area issues. When I told the woman on the phone that it’s red and Virgin online site says it’s a problem with overheating she had no proper response and just said to wait for 24 hours. I am already losing one day of work because of this and don’t really have time to wait 24 hours just to be stuck at the weekend and losing more work next week. 
      From all my internet research and this forum this clearly isn’t a connection issue in the area but an issue with a media hub that needs replacement. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        7 months ago

        Hey L-jo17, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

        I am going to send you a DM but please do try these steps;

         

        • 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.
         

        Cheers 

    • Rusty871's avatar
      Rusty871
      Joining in
      6 months ago

      Hi there, I’ve had the same problem with my router for the past month, it’s always got solid red light and it’s always hot to the touch, tho when I called the virgin media support they said that everything is fine on there end and there’s nothing they can do, I’ve done the 30sec factory reset and nothing has changed still red light still getting hot, I’m hoping someone can assist me on here please.

      Rusty

  • Megan_L's avatar
    Megan_L
    Forum Team
    2 years ago

    Hi Chirag27, 

    Thanks for chatting with me in our PM's, I was able to book an engineer visit for you. 

    If you need to check, reschedule or cancel the appointment you can do so on your MyVM account 🤗
    Please let us know how the visit goes.

    Thanks,

    Megan_L

  • OIviaboos's avatar
    OIviaboos
    Joining in
    9 months ago

    My hub is showing red and I've done the reset as suggested on here and it's still red. Just solid red. Doesn't seem overly hot. A bit at the top. I'm trying to get through to technical but on a 20 min wait so far.  Is there anyway to email? I've tried clicking on the online chat but nothing happens.  Where else can I get help? 

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      9 months ago

      Thanks OIviaboos,

      So I can help I've popped you over a private message to get a few more details from you.

      Alex_Rm

  • wilgrace's avatar
    wilgrace
    Joining in
    9 months ago

    Hi - I have the exact same issue on a Hub 3 at a new broadband installation. I've tried all the fixes above, including factory reset, but the light remains solid red.

    I'm pretty sure it's a hardware issue - the internet has been intermittent and flaky for the last few weeks. Could a member of the forum team please help arrange a replacement

    Thanks

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      8 months ago

      Hi wilgrace, thank you for your post and welcome to our community.

      I'm sorry to hear about the issues you're having with the red light on the hub.

      If the hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight and still the red light remains after a reset, you will need a replacement.  

      I will send you a private message now.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

      • y2dickie's avatar
        y2dickie
        Joining in
        8 months ago

        Hi,

        I’m having the exact same issue. Solid red light, reset does nothing the modem is well ventilated. Its not overly hot to the touch but displaying the red light

  • Stormrunes's avatar
    Stormrunes
    Joining in
    9 months ago

    I've got the same issue on the Hub 3. 

    Tried to pin hole reset - but still red light. Wi fi drops out and needs a booster in the next room to get anything usable.

    Can someone from the forum team assist please.

     

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      8 months ago

      Hi Stormrunes

      Thank you for your post and welcome to our community.

      I'm sorry to hear about the issues you're having with the red light on the hub.

      If the hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight and still the red light remains after a reset, you will need a replacement.  

      I will send you a private message now.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

      • markd's avatar
        markd
        Tuning in
        8 months ago

        Hi Please can someone help as have exactly same issue with a hub 3. Restart and also factory reset has not resolved . I have internet and wifi. A few times in recent weeks I have lost access to wifi but as I have virgin power line extenders I have been able to use wifi in that way when it drops the default ssid. The red light started today it seems but a few reboots and factory reset has not resolved it. Looks like a new router is needed can you help arrange please 

    • Littlebear's avatar
      Littlebear
      Joining in
      4 months ago

      I am having the same issue and have been got a few days. Calls to tech support have not helped. Hugeley frustrating, please can someone help me. Many thanks 

  • Markanderson149's avatar
    Markanderson149
    Joining in
    8 months ago

    Hi, I have the same issue now for over a month. My WiFi has now started to drop in amd out and devices no longer connecting to WiFi. I have tried to factory reset multiple times but still getting solid red light. 

    • Robert_P's avatar
      Robert_P
      Forum Team
      8 months ago

      Hello Markanderson149

       

      Sorry to hear of the Hub issues experienced and the delays in us responding to you via the forums. Welcome to the community.

       

      We can see you have spoken to the team since posting in regards to this and it appear the issue is being resolved? If not, let us know and we can assist further.

       

      Rob

  • Tinmb22's avatar
    Tinmb22
    Joining in
    8 months ago

    We too have now experienced a solid red light on the hub, have tried resetting it and tried everything else suggested but no difference. The hub is warm to touch. Please can we have it replaced asap? How risky is it to keep it plugged in? We do still have the internet working though.

    • Robert_P's avatar
      Robert_P
      Forum Team
      8 months ago

      HelloTinmb22

       

      Sorry to hear of the red light issues with your hub, we appreciate you taking the time to raise this via the forums and welcome to the community.

       

      We haven't been able to locate and account for you, it's been a few days since your post, is this something you still require assistance with? If so, let us know and we can send a Private message. In the meantime, please can you try this for me:

       

      • Turn the power switch off on the back of the Hub.

      • Ensure the Hub is upright, in a well-ventilated location and out of direct sunlight, if possible.

      • Switch the hub back on at the power. The Hub should now operate normally.

       

      Please report back with the result.

       

      Rob

  • Rhaynes94's avatar
    Rhaynes94
    Joining in
    7 months ago

    I have had a block red light for 2 weeks on my hub 3, with it being hot to the touch near the top. The internet has been hit and miss, always stays connected but doesn’t always work. I have contacted via telephone twice and they says it’s absolutely fine, but this says otherwise? Is anyone able to help? Thanks. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi Rhaynes94, 

      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 issues with your Hub 3 showing a red light and being hot to touch. We would recommend turning the hub off and leaving it unplugged for health and safety. I would like to arrange for an engineer to come to take a look at this for you. 

      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,

      • ChrisLS74's avatar
        ChrisLS74
        Tuning in
        6 months ago

        Hi

        I too am having this issue. Have pressed reset for 30 seconds with a pin a few times and after green lights appear it finally lands back on just a red light. 
        The router isn’t overly hot. Been like this for a couple of weeks. Hope you can help. 
        Cheers

        Christian

  • HH78's avatar
    HH78
    Joining in
    7 months ago

    Hi

    Can someone from Virgin please respond I have called and sent several messages for the last month about my red light on the hub and replied with my contact details and no one is getting back to me

    I also was advised over a month ago I would receive a new hub and nothing has arrived

    Connection to Internet is poor, always dropping out and my hub is in a well ventilated area done numerous resets and I am getting nowhere fast.

    Please reply before I escalate this further to ofcom.

    Thanks

    Helen

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi HH78, 

      Thanks for coming back to us on this one. Checking things here, I can see that my colleague Ash replied to you and sent a further private message requesting some more information from you. This was sent on June 12th at 10:22 AM however we've not received a reply back from you. 

      Please check your inbox and reply to the message sent by Ash so we can continue to support you. 

      Many thanks,