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Shaz2008's avatar
Shaz2008
Joining in
5 months ago

Router hub3 constant red light

Hi 

I’m looking for help from a virgin member of the team. I have a permanent red light on my hub.
I’ve looked at similar posts and I’ve completed Multiple reboots and now a factory reset which has has not resolved the issue.

 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Shaz2008, 

    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're having an issue with a red light on your Hub 3. We won't be able to fix this remotely so I'd like to arrange a hub replacement for you and we need an engineer to come out to do this. I just need to confirm the address to move forward on this.

    I've sent you a direct message to allow us to do this with you in a private space. If you're 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're on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,

    • Shaz2008's avatar
      Shaz2008
      Joining in
      5 months ago

      You’ve booked me an engineer appt for Saturday as per a text message. System advises I have no appointments but your email said it can take 24 hours to show. Saturday isn’t suitable. I’m replying to you asap before I can access it in the system to request a different date. I can’t do Sunday 15 am or Tuesday 17 all day 

      thanks 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        5 months ago

        Hey Shaz2008, thank you for reaching out and I am sorry you cannot do the date my colleague has booked in.

        Please reply to them in the PM to let them know or you can change it via the online app 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Shaz2008,

    Thanks for coming back to via private message to confirm your information. 🤩

    I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

    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 MyVM 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.

    Let us know how the appointment goes. 😊

    Take care.