Hub 3 permanent red light

[mjc771]

As of this morning (no issues last night) my Hub 3 has now got a permanent red light. I have been through all the restart procedures and checking cables etc but it is still red. It is not overly warm and in a ventilated spot so it sounds from reading others' experiences that a replacement is needed. Please can someone arrange for a replacement to be sent out? I gave up trying to speak to anyone via phone and trying to get to help pages on web now results in a  "HTTP Status 400 – Bad Request" response.

Thanks

[nodrogd]

I have escalated this to the forum staff, so you should get a response from one of them shortly.

[John_GS · Accepted solution]

HI @mjc771

Thanks for posting and welcome to the community.

I'll PM you now to get a tech sent out

Best,

[John_GS]

Hi @mjc771

Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in for the red light. This will be viewable in your online account - virg.in/myVM - where you can track, amend and cancel the visit 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