Virgin Media Community

[BryceD18]

My Hub light has stayed red for a few days now, tried the advised troubleshooting like powering off etc. but still shows red light straight away on start up. Internet is fine and Hub isn’t hot. I’m assuming this needs replaced? 

[Carley_S]

Hi @BryceD18 

Welcome back to the community forums

Sorry to hear of your concerns with the red light on your router. This can sometimes be caused by an LED error on the router rather than an issues, this will have no affect on the performance of the service, which have advised i the case. Nevertheless, we can try a few test . Please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. 

Let us know if this changes the light at all, or if there is still any concerns. 

[BryceD18]

Hi, thanks for getting back to me. I have now tried this but the power light remains red all the time still. 

I see with other forum posts this has normally led to a Hub replacement. 

[Sephiroth]

The pinhole reset was never going to stop the red light.  None of your settings would have caused the red light.  It's a real shame that the technical people in VM don't provide a proper bible to the customer facing Forum Team.

To my mind, the red light is a safety issue as it's normally associated with overheating of the CPU (Intel ATOM chip).  You'll see from the block diagram below (when the image is approved) that there is no environmental circuitry.  The CPU (Intel Puma 6) controls the LEDs (not shown on the diagram) and thus the red LED.  I'm not aware that the other chips have heat detection on the die but it's possible.  This would be reported to the CPU and hence a red LED.

You could check the metal bit of the coax cable entering your Hub 3.  If that's getting warm, then something is definitely overheating and you have a potential safety issue if you leave it on overnight.  Bit scary - imo the overnight thing is important.  VM really need to take the red LED seriously or properly and publicly explain why you can ignore it.

Hub 3 block diagram

[Gareth_L]

Hello BryceD18,

Thanks for your post regarding the red light on your hub and trying the last suggestion.
I'd like to take a look into this for you and arrange a swap.

In the meantime, can you please ensure the Hub is way from any direct sources of heat and in a well ventilated place.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L