cancel
Showing results for 
Search instead for 
Did you mean: 

Hub 3 & the dreaded Red Light.

TracyJF
Joining in

We've had VM for 6 months and our Hub 3 has never worked properly, the base light is constantly red and the wifi signal drops multiply times a day.

The VM connect app tells me no hub found.  Not enjoyable with 3 teenagers in the house. 

I read on the forum that the red light is an overheating indicator.... that's a concern. Although when I call in they don't seem to think its a problem.... that's also a concern. 

Wished I'd never left Sky now 😭😭😭

Just want a working hub is that so hard ??? 

4 REPLIES 4

Ashleigh_C
Forum Team
Forum Team

Hi there @TracyJF 

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

I am so sorry that you are facing issues with your services, can I ask if the Hub is in an open and ventilated area? 

Have you attempted a pin hole reset at all? 

To do this push a pen etc into the 'reset' hole at the back of the Hub and hold in for 60 seconds.

Hi  Asheigh, 

Yes done all that, we have to reboot it 2/3 times a week anyway then it works for a day and starts to drop signal until reset again.  It's a constant battle.  

Currently positioned on top of a cabinet in the open away from direct sunlight and the side vents are not obstructed.  Its just an unhappy hub and probably needs retiring. 

Thank you for trying @TracyJF and I am so sorry that this has not helped. 

I will pop you a PM across now so we can arrange and engineer to take a look as this will be the next step. Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hello again @TracyJF 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your red light issue – 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