Red Light on Hub

[Patient_Key]

Hi guys,

I've got the same problem with the red light on my router, although the wifi is working, the signal is weak.

moreover, it is hot to the touch and my mesh network is failing, so I've got no internet on my 3rd floor in my house... Where I work from 😅.

I've tried ringing the number, but I get routed to an automated message that sends me a SMS link and cuts off the call...

Anyone have an idea how to get an engineer out asap?

Surely there's an emergency number VM have in place right? Coz I haven't been able to find it... 😕

Cheers

[Daniel_Et]

Hi @Patient_Key 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're experiencing 😔

Can you please confirm the type of Hub you have? If it's a Hub 3, please follow the below steps in the following order:
 

• 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

• Use the power switch to turn the unit back on

If after following the steps the router doesn't boot back up after a few minutes, or the red light returns when it does, it'll need replacing.

Regards,
Daniel

[Patient_Key]

Hi Daniel,

Thanks a ton for getting in touch!

I have tried the above steps, the router returns to the red light upon booting up.

[Matthew_ML]

Sorry to hear this, I will send you a PM now. 

[Patient_Key]

Hey Matt,

I haven't received a PM yet, is it under my messages? I've looked there but can't find any message?

[John_GS]

Hi @Patient_Key 

Apologies, I'll have this sent now.

Best wishes.

[John_GS]

Hi @Patient_Key 

Thanks for joining me on PM and confirming your details. This has allowed me to book in a tech visit for the red light issue. It'll be viewable shortly via the online account. 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 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