Hub 3 red light

[noone1970]

Hi all, I've got the power light as red on my hub 3, it's been on for 3 days. Just finished on the virgin chat and the agent has stated it's a software update and will take 1-2 weeks to complete then the red light will  go out, I'm no expert but surely that's  a load of rubbish to fob me off? And if so how do I get virgin to resolve this or replace my hub?

[noone1970]

Thank you, it took nearly two hours to get an agent on the chat, not sure I can be bothered wasting my time complaining about him so will just see if a FT member gets in touch

[Kath_P]

Hi noone1970, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're very sorry to hear you're having some issues with your Hub 3 displaying a red light. Just to double check, is the Hub currently in modem mode? If so then the light will be a magenta colour but can look quite red at times. This is perfectly normal and nothing to worry about. 

If it's not then please follow the below steps: 

• ➡ Turn the power switch off on the back of the Hub.
• ➡ Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.
• ➡ Then use the power switch to turn the unit back on. The Hub should now operate normally.

If the red light still shows after doing the above, pop back here and let us know. We can then arrange an engineer to visit to swap out the Hub.

Thanks, 

[noone1970]

Thank you for the advice, the light is definitely red and still on after I have powered the hub off and on, and also carried out a reset. I would appreciate an engineer visit, to swap the hub. 

Kind regards

Simon

[Tom_W1]

Hi Simon, thanks for your reply. 

That's no problem at all, I'm more than happy to arrange this for you.

Please expect a PM from me to arrive shortly so I can look into this, respond directly when you can!
Many thanks