Constant Red light on hub

[Gills23]

Hi for the past few weeks my hub has had a constant red light. I've tried resetting it when comes back on I still have the red light I've done the pin test on it and still the same. On my mobile when I go into a different rooms the wifi stops working so I have to turn the wifi on and off on my mobile so I can get wifi back on phone again. 

[Daniel_Et]

Hi @Gills23 👋 Thank you for your post and welcome to the Virgin Media Community 😀

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

In the first instance, can you 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.

Please pop back to us at your earliest convenience.

Regards,
Daniel 

[Gills23]

Hi Daniel

Ive always had the hub upright and nothing round it. I've done the turning it off then waiting and the red light comes back on again when it's turn on.

[Sabrina_B]

Thanks for the update on this, we will need to bring you in for a private message to proceed with the next steps. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @Gills23 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for (FILL IN BLANK)  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.

Sabrina