Hub 3.0 constant red light

[Molleenew]

Hi, I have a hub 3.0 that is several years old now and I've noticed the red light is on constantly and has been for several months. It only registered that this is not right yesterday when we had an outage and restarted the hub. It sits on a T.V. stand just to the side and behind the telly that is on a bracket on the wall. I would say it is in an open and ventilated space and is not hot to the touch. Also for many months now I have had to change between the wifi on the hub and the extension we have on the landing upstairs because my phone won't connect even though I'm directly in front of it. This may or may not be connected to the red light issue. I wonder whether I might be eligible for an upgrade but I can't find a phone number and the live chat link isn't working. All advice welcome, Thanks

[Beth_G]

Hi Molleenew, 

Thanks for your post, welcome to the Community Forums.

I'm sorry to hear that you seem to have an issue with your Hub 3. As you mentioned that you can't seem to connect via WiFi, it seems very likely that the Hub is in modem mode instead of indicating a heating issue. The base light on Hub 3s will show a magenta colour if it's in modem mode, which can sometimes be mistaken for the red light that shows when the Hub is overheating.

To ensure that you're out of modem mode, can you please attempt a factory reset on the Hub? Please note that if you do have any customised WiFi settings, this will revert them back to default. To perform a factory reset, you'll need to push a pin into the pinhole at the back of the Hub for at least 60 seconds.

Please let us know once you've done that and if the light remains red. If that's the case, we can look into getting an engineer to come and take a look. They'll be able to replace the unit if required.

Thanks

[jpeg1]

The red light can mean that the Hub is overheating. Does it feel hotter than it used to? You can report it as a fault, but you may only get another Hub3 as a replacement.