Hub 3 Red Light On

[cback24]

Hi,

I've got a Hub 3.0 router and for the last week the power light has been solid red (not the wifi light or the "trying to connect" light). The wifi connection appears stable.

I've tried turning it off and on again (at the wall) and I've tried the pinhole reset for 60 secs. The light remains constantly red.

It is standing upright and has plenty of air space around it. It's warm to the touch. I understand this light means the hub is overheating. I am worried this may be a fire risk, so I'm having to turn it off overnight.

Please can I order a replacement hub ASAP?

[cback24]

Could I please have some help with this? I've not had a response from Virgin Media yet.

Most of the comments since I posted this yesterday have been replied to already.

Please help!

[Paulina_Z]

Hi @cback24,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that your Hub is showing a red light! I do apologise that you've not had a faster response from us. We're here to help.

I understand that you've been correctly turning off your Hub at night as it could be a potential fire hazard. Thank you for letting us know of this. 

I'll be happy to have this issue looked into further for you and arrange for a technician appointment. I will send you a Private Message, so please keep an eye out for a purple envelope. I will get in touch soon.

Thank you.

[Paulina_Z · Accepted solution]

Hi @cback24
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your red light Hub 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.

[Paulina_Z]

Hi @cback24,

Thank you for coming back to me via Private Messages. I'm glad to hear that after a Hub reset the Hub light colour changed. However, if the Hub is still hot to the touch, I would advise keeping the appointment to have this investigated further by our engineer. 

You can always amend your appointment status via your online account. Please let us know how you get on and if you need any further assistance.

Thank you.