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GeordieJam's avatar
GeordieJam
Joining in
4 years ago
Solved

SuperHub 3 Solid Red Light

Hi,

Our Superhub 3.0 has been showing a constant solid Red light for months now. At first there were no connection issues so I just left it. However my wifi connections are very temperamental now and some things do not connect at all. Checked online forums and keep seeing that this may be an overheating issue which can affect performance. Hub feels a little warm to the touch but certainly not hot and it is not in Modem mode. I have telephoned Virgin Customer Services multiple times trying to maybe get a replacement hub or an engineer visit but I keep getting fobbed off with "just reboot the device and wait 24hrs" which I have done god knows how many times. My Wife is starting to worry about it catching fire through the night now though, especially with us having two small children, so I am having to switch it off till morning. Surely something can be done?? Any advice or solutions would be greatly appreciated.

Thanks

overheating
red light
superhub 3.0
wifi issues
  • jbrennand's avatar
    jbrennand
    4 years ago
    I will ask VM to come here to comment. For peace of mind switch the Hub off when in bed or out of the house.

158 Replies

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  • kirky010's avatar
    kirky010
    On our wavelength
    3 years ago

    So just joined virgin and I have this issue I best get a super hub 4 or 5 sent out or am leaving within my cooling off period!

     

    This is how you treat your new and existing customers sending them faulty equipment!! one chance sort it 

     

     

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      3 years ago

      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

      • kirky010's avatar
        kirky010
        On our wavelength
        3 years ago
        Hi, My connection is showing with loads of time outs and post errors, tech coming Tuesday to investigate.
    • JayRW's avatar
      JayRW
      On our wavelength
      3 years ago

      Bit aggressive for just joining up no?

  • cdav84's avatar
    cdav84
    Tuning in
    3 years ago

    Hello,

    Don't want to hijack the thread but I have the same problem.

    It is in router mode (not modem). Have rebooted the router and the "problem" remains. 

    Everything is generally working "ok" - I only noticed because I recently upgraded my package from 350 to 500 but my download speeds hadn't increased; went to reboot the router to see if it would help and noticed the light on solid red.

    (The router doesn't feel hot - it's warm on the top, but cool everywhere else; it's also out in the open and not in direct sunlight)

    Thanks

    • paulbryanuk's avatar
      paulbryanuk
      Tuning in
      3 years ago

      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…

      • Natalie_L's avatar
        Natalie_L
        Forum Team (Retired)
        3 years ago

        Hi paulbryanuk and cdav84,

        Thank you both for getting in touch.

        Apologies for the joint message and for the issues with the equipment. 

        The red light showing can indicate that the equipment is over heating and will need investigating. To do this, I will send you both a private message to confirm some details and we can go from there. 

        In the meantime, please ensure the Hub is in a well ventilated space and powered down overnight and when leaving the property. 

        Thank you, 

         

  • proximitymine's avatar
    proximitymine
    Joining in
    4 years ago

    I have exactly the same thing, the LED on the from of the router used to be a solid white, but the the other day I notice it had turned to a solid red. It all appears to be working normally the router is in a well ventilated spot, it's slightly warm to touch but certainly not hot. Spoke to customer care today they say that they can see that everything is fine and working as intended, although some of the comments on this and other forums would suggest otherwise. The man I spoke to said if I wanted they could send an engineer to test it but if everything proved normal they would charge me an admin fee of £25. 

    Not sure if I should wait and see if it reverts to white? Ask for an engineer and risk the admin fee? Or ignore it as apparently it's "fine" 

    • Purplerose1218's avatar
      Purplerose1218
      Joining in
      3 years ago

      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!

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      4 years ago

      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,

      • proximitymine's avatar
        proximitymine
        Joining in
        4 years ago

        Hi there Kain and thanks for replying.

        I wonder if you could offer an opinion on if it is normal for the light to turn red or if you'd advise me to get it checked?

        regards

  • GeordieJam's avatar
    GeordieJam
    Joining in
    4 years ago

    Hi all,

    Virgin engineer visited today and replaced my hub 3.0 which was overheating without any hassle. 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. So much for just leaving it for 24hrs, the thing was actually overheating and needed replacing. Anyways, thanks to this forum my faulty equipment has been replaced quickly and it's working spot on. Thank you to everyone who helped.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      4 years ago

      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.

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      4 years ago
      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.

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

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 years ago

    Hi GeordieJam welcome to the community! Thank you for posting. (Also thanks to jbrennand for flagging this to us.)

    Sorry to hear of your concerns regarding the red light on your hub. I have had a look into all of your equipment and it appears to be performing well, however with the information regarding the red light it is best if we send a technician out to you to have a look and replace the hub if needed. I will send you a PM to confirm a few details so we can get this booked in for you as soon as possible. You will find the PM in the top right corner of the page in your inbox. 
    I will return to this thread to update it once we have an appointment booked. 

    All the best. 

    • JayRW's avatar
      JayRW
      On our wavelength
      3 years ago

      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?

      • Natalie_L's avatar
        Natalie_L
        Forum Team (Retired)
        3 years ago

        Hi JayRW,

        Thank you for reaching out to us here on the Community. 

        I am very sorry to hear you are experiencing issues with a red light on your Hub. 

        I would be happy to take a look in to this from our side. I will just need to pop you over a private message to confirm a few details and we can go from there. This message will be available via the purple envelope on the top right of this page. 

        Speak soon, 

         

    • RChivs's avatar
      RChivs
      Joining in
      3 years ago

      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?

      • jaywas's avatar
        jaywas
        Joining in
        3 years ago

        Hi

        I too am having the same red light issue.

        Having read through this thread, im a bit worried regarding the overheating issue.

        I have tried all the suggestions but light is still red.

        Its fairly warm to the touch at the top of the hub, but cooler nearer the base.

        Wired internet is fine but wifi is intermittent, though its ok more than not.

        The hub is sat on a corner unit in the open as pic(the light IS red btw)

         

        Any urgent help with this pls?

        Many thanks

        Jay

    • martinsands's avatar
      martinsands
      Joining in
      4 years ago

      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 

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        4 years ago

        Hi martinsands,

         

        Thanks for posting and welcome to our community 🙂

         

        Sorry to hear there's an issue with the hub, can you let me know if you've tried the below first- 

         

        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.

         

        Alex_Rm

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    4 years ago
    I will ask VM to come here to comment. For peace of mind switch the Hub off when in bed or out of the house.
    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      4 years ago

      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. 

      • paulbryanuk's avatar
        paulbryanuk
        Tuning in
        3 years ago

        Hi, just reading through the posts with red lights on the hub, mine has started having a solid red light on it although everything appears to be working, so I need to have the hub replaced?