Hub 3.0 permanent red light

[cm56]

Hi

We had a new  hub 3.0 VMDG505/TG2492LG-VM installed a few weeks ago following a lightning strike near a virgin street cabinet nearby.

All has been ok until a few days ago when the bottom LED turned red

The hub is in router mode and i have rebooted it several times but it comes straight up with a red light.

Wifi and ethernet are working ok and the hub is warm but not excessively hot.

The router is in an open ventilated position

I ran a test via the virgin website and it came back with several device wifi issues but when i logged into the router myself using a web browser it showed no issues with the devices connected to wifi.

Any help with this would be greatly appreciated 

[Chris_W1]

Hi cm56, thanks for the message and welcome back to the forums. 

I am sorry to hear that you are having issues with the hub and will send you a PM so that we can run some further tests. 

Please look out for the message in your inbox. 

Kind regards, Chris. 

[Omadawn]

OK probably coincidental but the red light has two meanings. Either the hub is overheating (it’s not overheating), or the ‘2p, let’s use the cheapest components in the world’, LED is failing and when LEDs fail, they tend to go red.

So don’t lose to much sleep over it, but it does need to be replaced.

[Judith09]

Sometimes, the red light can indicate that the router is undergoing a firmware update or configuration change. During this process, the router might temporarily show a red light, but it should eventually switch back to its normal state once the update is complete. If this is the case, you need to wait for a while before the light returns to normal.

[cm56]

Update virgin did a few tests which made no difference so they sent me out a new hub 5 which seems to be working ok

[Molly_T]

Hi cm56 👋 thanks for returning to the thread to keep it updated! 

Pleased to hear a new hub has improved things for you. Please let us know if there is anything outstanding you need our support with so we can help. 

Wishing you all the best! 🌞

[fedavid]

A permanent red light on your Hub 3.0 router, typically provided by Virgin Media in the UK, indicates a connectivity or service issue. This could be related to your internet connection, the status of your router, or other network-related problems. Here are steps you can take to troubleshoot and resolve the issue:

1. Check Virgin Media Service Status:

   • Before troubleshooting your router, it's a good idea to check if there are any service outages or disruptions in your area. Virgin Media usually provides information about service status on their website or through their customer support.

2. Restart Your Router:

   • Unplug the power cable from your Hub 3.0 router.
   • Wait for about 10 seconds, then plug it back in.
   • Allow the router a few minutes to restart and establish a connection.

3. Check Cabling:

   • Ensure that all cables, including the power cable, coaxial cable, and Ethernet cables, are securely connected to the router and to your devices. Loose or damaged cables can lead to connectivity issues.

4. Review Router LEDs:

   • Pay attention to other LEDs on the router. They can provide information about specific issues. For example, a red LED for the "Wi-Fi" or "Internet" indicator may suggest a problem with your internet connection.

5. Check Your Account Status:

   • Ensure that your Virgin Media account is in good standing and that there are no billing issues that might have resulted in service suspension.

6. Factory Reset (If Necessary):

   • If the red light persists and none of the above steps resolves the issue, you may need to perform a factory reset on your Hub 3.0 router. Be aware that this will reset all your custom settings, so make sure you have your login credentials and configuration details handy.

7. Contact Virgin Media Support:

   • If none of the above steps resolve the issue, it's best to contact Virgin Media customer support. They can provide more specific guidance and may need to perform remote diagnostics or send a technician to your location to address the problem.

Remember that a permanent red light on your Hub 3.0 router typically indicates a significant issue with your internet connectivity. It's essential to work through the troubleshooting steps systematically, and if the problem persists, reach out to your ISP for further assistance. They can provide you with guidance tailored to your specific situation and may be able to resolve the issue remotely or through onsite support.

[Beth_G]

Hi fedavid,

Welcome to the Community Forums! 

Thanks very much for sharing this 😊