Forum Discussion

stevearowe's avatar
stevearowe
Joining in
11 months ago
Solved

Wifi router light permanently on red.

Hi,

My Virgin wifi router permanently displays red rather than white/yellow. Router is working and and devices are connecting.

Have tried switch off/on and manual/online reset etc no change.

Understand that there were issues generally in my area (12) which may/may not have anything to do with the problem.

Understand from earlier posts that this means that the router might be on its way out and possibly need to request a replacement?

Cheers

Steve R

  • Adduxi's avatar
    Adduxi
    11 months ago

    Assuming it's a Hub 3?  If the red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 months ago

    Assuming it's a Hub 3?  If the red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.

  • Beth_G's avatar
    Beth_G
    Forum Team
    11 months ago

    Hi Steve

    Thanks for your post, welcome back to the Community Forums.

    We're sorry to hear you have a red light on your Hub - looks like you have a Hub 3, so this could be an indication that it is over heating, but don't worry.

    Were you able to follow the advice kindly provided by Adduxi above? If your Hub has been factory reset, rebooted and is in a clear and open space and the red is still red, let us know and we will go from there.

    Thanks,

  • stevearowe's avatar
    stevearowe
    Joining in
    11 months ago

    Hi Beth,

    I can confirm that the hub has been factory reset, rebooted and is in a clear and open space and the light is still red.

    Steve R

    • Beth_G's avatar
      Beth_G
      Forum Team
      11 months ago

      Hi Steve

      Thanks for letting me know. I'll pop you over a PM now so I can take your account details and book in an engineer visit with you.

       

  • Beth_G's avatar
    Beth_G
    Forum Team
    11 months ago

    Hi Steve.

    Thanks for getting back to me with your details via PM.

    I've gone ahead and booked in an engineer appointment for you.

    There’ll be no charge for this visit unless:

    The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.

    You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

     

    Otherwise, the appointment would be free of charge.

    The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

    If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.


    Let us know how the visit goes and if you need anything else 😊

     

  • Chazy's avatar
    Chazy
    Joining in
    10 months ago

    I've got the same issue, permanent red light on router, stopped working last week, but rebooted it and is working but still red light.

    Internet is scrappy, buffering and when I'm on facetime with daughters it freezes and speeds up.  So frustrating. Having to put phones on mobile data instead .

    Help appreciated. Customer for over 25years.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      10 months ago

      Hey Chazy, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

      I am going to send you a PM but please try these steps for me;

      • 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.

  • SueR33's avatar
    SueR33
    On our wavelength
    10 months ago

    Hi. I was about to ring VM, eventually, about this very issue. However, thought I'd check out the forum first. Our router is a Hub 3 & has had a permanent red light on since about October/November last year. It's in a well ventilated, cool place. I've done the turn it off routine twice.  Also did a pin hole reset, about January.  I requested & received a booster as our signal in some areas of the house was quite poor. Still having some poor areas in the house showing low wifi signal though 😕. So, what happens now? Any further suggestions or help? Thanks. Sue

    • SueR33's avatar
      SueR33
      On our wavelength
      10 months ago

       Attaching photo of where router is located.

       

      • Robert_P's avatar
        Robert_P
        Forum Team
        10 months ago

        Hi SueR33

         

        Thanks for getting in touch via the forums in regards to your Hub 3 and the red light, we appreciate you taking the time to make us aware and we're happy to help.

         

        More than likely, with there being no heat or service issues it is a faulty LED but I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

         

        Rob