Hub 3.0 - Solid Red Light

[RichardGinn]

As above. It's definitely red not amber. I have power cycled it a couple of times.  It doesn't feel hot.  It's not in Modem Mode.

It started a few days ago.  Broadband and WiFi are all still working. I haven't tried a reset.

Does it need replacing?

[Adduxi]

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@RichardGinn wrote:

<snip>  Does it need replacing?

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Yes, a faulty overheat red LED is a fire risk.  VM are aware of this and will organise a swap out.

[RichardGinn]

Hi Adduxi,

Thanks for your help. Will they do this automatically now, or do I need to contact them?

Thanks again.

[RichardGinn]

How do I get a member of the Forum Team to respond to this?

If the red light indicates the hub is a fire risk (even though it doesn't feel over hot), what do I need to do to arrange a replacement?

[Carley_S]

Hi @ RichardGinn

Welcome to the community!
Sorry to hear that you have a red LED light on your router. Can you please try these steps and let us know if this has resolved the red light warning?

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

[RichardGinn]

Hi Carley,

I'd already done that (I'm a software engineer so I know to try turning it off and on again 😄 ).

I've done it again and it still has a solid red light.

Regards,

Richard

[John_GS]

Hi RichardGinn

Thanks for coming back to us. I shall send you a PM now to assist further.

Kind regards,

[John_GS]

Hi @RichardGinn

Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This will be viewable by the end of the day in your online account - virg.in/myVM - where you can amend, track and even cancel the visit if needs be.

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

Kind regards,