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Hub 3 Red Light

Grantsteve
Joining in

My ageing Hub 3 is now showing a constant red light. Connection is usually rock solid but recently have noticed it drops in and out throughout the day. 

I have tried the various steps outlined in similar posts but I am still seeing a red light. Hub feels warm to the touch at the top, but not hot, and sits on its own in with clear space around it so should not be prone to overheating. 

From other posts it sounds like I need a replacement Hub, so I am hoping someone from VM picks this up and can get in touch with me. 

Thanks

 

1 ACCEPTED SOLUTION

Accepted Solutions

Ashleigh_C
Forum Team
Forum Team

Hi there @Grantsteve 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am very sorry that you are experiencing this issue with your Hub and thank you for trying the fixes recommended on the forums. 

I do think it would be best for us to arrange for an engineer to come and take a look for you. I will pop you a private message so we can get this arranged. Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

See where this Helpful Answer was posted

2 REPLIES 2

Ashleigh_C
Forum Team
Forum Team

Hi there @Grantsteve 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am very sorry that you are experiencing this issue with your Hub and thank you for trying the fixes recommended on the forums. 

I do think it would be best for us to arrange for an engineer to come and take a look for you. I will pop you a private message so we can get this arranged. Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Ashleigh_C
Forum Team
Forum Team

Hello again @Grantsteve 

Thanks so much for your private message and confirming your address, I have now booked you a visit for the red light on your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 My VM 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.