Hub 3 light red

[Franksmum]

My hub 3 light is showing red. I’ve reset it switched everything off and it’s still ref. The router has always been in the same position. Don’t all the stuff recommend and it’s still red Help!

[Ashleigh_C]

Hi there @Franksmum 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you for trying these fixes already. As you have already tried the reboot and the issues is still standing I do think it would be best we arrange for an engineer to come take a look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Franksmum]

I’m shooting up the ranks by asking questions. But that only because nothing is being done. My hub 3 box has been showing a red light for best part of a week. I’ve done on the restarts etc to no avail and it’s not overheating. I’ve asked this question before and apparently an engineer was going to be sent but I’ve heard nothing. How do I book an engineer? Similar posts indicated that a new hub 3 is just sent out by post. Just need help getting this fixed and seem to be going in circles. Thanks

Mary

[Ashleigh_C]

Hello again @Franksmum 
Thanks so much for your private message and confirming your address, I have now booked you a visit for (your issue) – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
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 My VM 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