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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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  • Tobymac1957's avatar
    Tobymac1957
    Joining in
    2 years ago

    Hi everyone, I took delivery of a Superhub 3 a week ago today (11/7/23). Installed and working ok however, the red light has been constantly on and hasn't changed to white at all despite numerous resets. Reading previous posts, I was led to believe that it might be in modem mode however, when I typed the IP address in, it asked me for the password which I typed in but it didn't recognise it despite numerous attempts. I'm concerned that someone has owned this Hub 3 before me and has changed the password.

    Any help would be greatly appreciated, thank you.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hello Tobymac1957

       

      Sorry to hear of the red light issues with your Hub, we appreciate the concern and you raising this via the forums. Welcome to the community.

       

      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

      • Tobymac1957's avatar
        Tobymac1957
        Joining in
        2 years ago

        Hi Rob, many thanks for the reply and I'm sorry for not responding sooner but I've been away. I've rest the hub numerous times but to no avail. It's still constantly red and I can't check if it's in modem mode as the password won't work. Any ideas on that please? Many thanks.

  • Relyx's avatar
    Relyx
    Joining in
    2 years ago

    Hi Forum Team,
    I've also been stuck with this issue for about 3 months now. I've tried reboots, and leaving the hub off over night. The hub is located out of sunlight, stood upright on a small table with no other heat producing equipment close by. It's constantly warm to the touch. I dust clean regularly too, and there is no dust visible from the exterior of the device.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Relyx 

      Welcome back to the community forums. 

      Sorry to hear of your concerns with the red light warning on your router. 

      Do you have any services issues at all? 

      I can see on the system at our side that a reboot has not been performed in quite some time. Some times this can be caused by a LED error on the router that can be resolved by a pin hole reset. 

       

      Please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

      • Relyx's avatar
        Relyx
        Joining in
        2 years ago

        Hi Carley,

        As per your suggestion I've just completed a pin-hole reset, and sadly the red LED was back on almost immediately during boot up.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Ah okay, my apologies that has not worked. 

      Thank you for trying this for me Relyx 

      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 select 'Messages' from the drop down.

  • Tobymac1957's avatar
    Tobymac1957
    Joining in
    2 years ago

    I thought I'd provide an update as a VM engineer visited my house to look at my hub 3 constant red light being on. Turns out that a lot of the new hubs only have one led light inside them and it is red. He performed various tests on it and reported that there was nothing wrong with it so, happy days, it works fine!! I mentioned to him that many people thought that the constant red light indicated that it was in modem mode, however that wasn't the case as when he put the URL in (192.168 etc) it was actually in router mode. So, now I'm relieved knowing that all is well 👍

  • Anonymous's avatar
    Anonymous
    2 years ago

    I have the same issue with my Superhub 3. The red light has been on for several weeks and the box is now warm to the touch. WiFi has become patchy and from time to time web pages just won’t load. The unit is well ventilated and the connections have all been checked. I have rebooted several times and have done two pinhole 60 second resets. The red light comes on immediately afterwards. Help would now be much appreciated.

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey RayPoulter, thank you for reaching out and a warm welcome to the community I am so sorry to hear this and thank you for confirming what steps you have tried.

      I am going to send you a PM so we can look into this, please keep an eye out for my message. Cheers 

      • chipbloss's avatar
        chipbloss
        Joining in
        2 years ago

        Hello,

        I am also experiencing this issue. Our router has been showing a solid red light for a couple of weeks now. 

        I can confirm that the router is in a well ventilated area away from direct sunlight. I have also rebooted it several times and performed a factory reset. The red light is still showing and the router feels warm to touch. 

        I called the Virgin Media helpline and was met with an unhelpful response – they told me it was an issue with the LED light?!

        The internet is currently working but the connection is often patchy. I would like to sort this issue out before it gets worse. Some help would be greatly appreciated.

        Thank you.

  • RayP1977's avatar
    RayP1977
    Joining in
    2 years ago

    I have the same issue with my Superhub 3. The red light has been on for several weeks and the box is now warm to the touch. WiFi has become patchy and for time to time web pages just won’t load. The unit is well ventilated and the connections have all been checked. I have rebooted several times and have done two pinhole 60 second resets. The red light comes on immediately afterwards. Help would now be much appreciated.

    • Paulina_Z's avatar
      Paulina_Z
      Forum Team (Retired)
      2 years ago

      Hi RayP1977,

      Thank you for coming back to me and my colleague via private message and confirming your details. I have now booked you a technician visit for your ongoing red light issue – you can check and amend the date and time of your appointment via your online account.

      There will be no charge for this visit unless:
      •    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. 
      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.
      Please keep us updated on how your appointment goes and if you need any further assistance.

      Thank you.

    • Paulina_Z's avatar
      Paulina_Z
      Forum Team (Retired)
      2 years ago

      Hi RayP1977,

      Thanks for confirming that you're happy with your appointment date and time. Please keep us updated on how you're getting on and if you need any further help or assistance.

      Thank you.

  • chipbloss's avatar
    chipbloss
    Joining in
    2 years ago

    Hello,

    I posted a message earlier but received no reply. 

    A couple days on and now our wifi is completely down. 

    I have been on hold on the phone for a while and would appreciate a response as soon as possible. 

    Previous message below:

    I am also experiencing this issue. Our router has been showing a solid red light for a couple of weeks now. 

    I can confirm that the router is in a well ventilated area away from direct sunlight. I have also rebooted it several times and performed a factory reset. The red light is still showing and the router feels warm to touch. 

    I called the Virgin Media helpline and was met with an unhelpful response – they told me it was an issue with the LED light?!

    The internet is currently working but the connection is often patchy. I would like to sort this issue out before it gets worse. Some help would be greatly appreciated.

    Thank you.