Virgin Media Community

[jules530]

Hi all, my hub 3 has a constant red light on, it is in router mode, done all of the resets but still the same, how do you contact virgin to arrange an engineer visit?

[Robert_P · Accepted solution]

Hello jules530

Thanks for taking the time to contact us regarding the red light on your hub, we appreciate the confusion this can cause and you taking the time to raise this via the forums. Welcome to the community.

Please can you try this for me:

• Turn the power switch off on the back of the Hub.

• Ensure the Hub is upright, in a well-ventilated location and out of direct sunlight, if possible.

• Switch the hub back on at the power. The Hub should now operate normally.

Please report back with the result.

Rob

[jules530]

Hi Rob,

I have done all of that, still showing as red I’m afraid.

[jules530]

I have tried all of the above and still waiting on a reply back to resolve this issue, can someone get in touch please

[jules530]

How do I change this back to not solved, I clicked on the helpful icon, not knowing it would change it to solved.

[John_GS]

Hi @jules530 

Thanks for coming back to the community.

I will send you a PM now to book in a technician visit.

Best wishes.

[John_GS]

Hi @jules530 
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the red light on the router. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
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
Let us know how the visit goes and do also pop back if you ever need further assistance.

[jules530]

Hi John,

thanks for that, someone will be in