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Hub 3 red light despite factory reset

louisemiller19
Joining in

Hi, I have 2 issues.

Like some others I've seen, I have a red light on my Hub 3. I've done a factory reset, kept it out of the sun etc, and it is still there.
I've had no wifi some days despite neighbours using Virgin all saying their connections are fine. No internet service issues in our area, and when the wifi IS working, the speed is fast.
Can I arrange a technician and will they replace the Hub 3 for free?

We also have bad signal in the back of the house. My neighbour said they were given wifi repeaters to boost signal within the home and I wanted to know how you can get these, too.

2 REPLIES 2

jbrennand
Very Insightful Person
Very Insightful Person

VM will replace any Hub3 showing a red light as it means that the overheating warning system is compromised.  Be aware though that they will issue you one which has been used before.  Note also that it usually has nothing to do with any connectivity issues.  Those will be down to other things.

Re wifi issues see this for background info...

_____________________________________

Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

See the post from “newapollo” in this thread for a guide to scanning and ordering Pods….
https://community.virginmedia.com/t5/Networking-and-WiFi/Impossible-to-request-a-POD-via-VM-Connect/...

 

 


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Megan_L
Forum Team
Forum Team

Hi Louisemiller19,

Thanks for using the Community Forums to get this issue with your Hub 3 looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

We can of course book a technician to come and have a look at your Hub, they will replace it if necessary and they'll make sure the wired connection is good before leaving. 

We can also get a WIFI Pod ordered for you, but please be aware that they do have a monthly charge depending on what package you're on. Please take a look here to find out more about our WIFI Max Scheme. They are free of charge on our top packages. 

I'll send you a Private Message now so we can get the ball rolling 😎

Speak soon!

Megan