SuperHub 3 Solid Red Light

Hi All, here to update the thread. 

Thank you to GeordieJam for PM'ing with me. 

An appointment has now been booked at the first available slot to get this resolved. You can view and manage appointments via your My Virgin Media account. 

If you can please get back to us on this thread following the appointment so we know how it went and can offer you further support if needed! Hope it goes well. 

All the best. 

I am having the same issue with my modem solid red light all working ok but I am concerned about it can you help thanks 

Hi,

I’m having the same problem here and have tried suggestions in this chain of messages. Back to solid red light having switched hub off for a while. Not hot to touch and sitting in ventilated space (not in sunlight). Have also done pin hole reset but not resolved. Wifi is patchy - devices stay connected but sometimes work and sometimes can’t load anything.

Can someone help get this fixed?

Hi @Molly_T

I have just stumbled upon this thread and am experiencing the same issues as the OP. We have the solid red light for the last week or so, along with intermittent Wi-Fi and like half listed speeds (getting 150-200ish and should be 350). 

the modem is a good few years old now, possible to have someone look into it?

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GeordieJam wrote:

 

Why Virgin Customer Services couldn't have arranged this quick visit via telephone instead of fobbing me off on numerous occasions I do not know.

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We do... it isn't written on the scripts of the offshore CS agents 😎

I'm so glad to hear this has been resolved GeordieJam and I am so sorry to hear that this was harder to arrange then it should have been! 

Please do not hesitate to reach out again via the forums if you need help in the future!

Thank you.

Hi there proximitymine,

Thanks for posting and welcome to the community.

Apologies for the issues faced, just to clarify our team would only charge for the following;

•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. 
Also if the appointment is missed then a £25 can incur, the technician would advise of the charge if it did happen.

Hope this helps,

I'm in the same situation, I called virgin because our hub base light is red and we had no wifi (but do have TV as connected via ethernet), they said that there was a connection issue to our house, should be resolved within 24 hours. Problem is, wifi is working fine now but the light is still red. Hub has been restarted multiple times, checked cables etc and it's still red. It is well ventilated but feels a little warm to touch (not hot) should I unplug it anyway? I have 3 young children and don't want it to overheat dangerously or anything. Thanks in advance!

Bit the bullet and called this morning, spoke to a chap who tested, said nothing wrong, I mentioned the forum, said he would escalate to receive a call between now and Friday where they may or may not send a technician or replace the Hub, shall wait patiently and hope to hell the thing doesn’t explode in the meantime….  Solid red light doesn’t appear to raise any concern with them as long as they test and everything is working…

Bit aggressive for just joining up no?

Hi kirky010, thanks for posting and welcome back to our community.

Sorry to hear that you've got a constant red light on your hub 3.  I am guessing you've already checked here, at the drop down "Understand what the lights mean on the WiFi Hub".  For future reference, you may also wish to try a pinhole reset of your hub, as per here.  It essentially takes your hub back to factory settings, but clears most issues.  Please only try if you have access to the default WiFi password on your hub.  And also in the future you may wish to view our service status link.   Even if it's not an area fault, which in your case it sounds as though it's not.  You can log in and if necessary, book an engineer to attend your property.  However, as you've reached out to us, I would love to have a look on your behalf. I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.
Regards

Lee_R

Hi there,

I have the same red  light problem with my Hub3 as reported by others here. Its recent (about a week). I've powered down overnight but immediately I power up next day the red light is on. The hub runs warm but I would not describe it as hot. I have cleaned any dust out using a vacuun cleaner, the mesh looks clear and the internals "shiny". I checked connections but no change. Reckon I've had the Hub3 five years and this is the first problem with it.

Are  you able to help me with this problem please?

Hi SteveG57,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're seeing the red light on your Hub! 

Is your Hub warm to the touch, or smells like burning at all? If so, we would encourage you to disconnect it from the main sockets as this could be a potential fire hazard. In order to have this issue looked into we would need to arrange a technician appointment. I will send you a Private Message so we can discuss this further.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

Hi there CSto, welcome to our forum and thanks for your post.

I'm sorry to see that you have been having issues while trying to get the red light on the hub resolved. The steps you have taken to reboot the hub and ensure it is in a well ventilated space are what we would advise to do so thanks for doing that.

As you are still getting this light on the hub it may need an engineer visit to check over things. So I can arrange this, I will send you a PM to confirm your details.

Regards

Nathan

Thanks for chatting with me via PM CSto, I'm glad I was able to arrange a tech to come and take a look at the hub.

You can keep an eye on this appointment here as well as change/cancel by 4pm the day before if needed. Let me know how this appointment does, if you have any further issues we will be happy to assist.

Regards

Nathan

Hey carolinet2, thank you for reaching out and a warm welcome to the community, I am sorry you are having some connection issues.

Thank you for trying these steps for me, I am going to send you a PM so we can look into this.

Please look out for the purple envelope. Thanks