Hub 3 router overheating - Need replacement

[dmacca65]

Hello, hopefully this message reaches a member of the Virgin Media team.

I have a solid red light on my Hub 3 router, have cross referenced this issue with the help page on the Virgin Media website and it seems that my router is overheating. It is suggested that I replace the router as a precaution but couldn't get any help over the phone.

Is there a way to request a replacement router and have the issue fixed?

Thanks,

Darrin

[lotharmat · Accepted solution]

VM Staff should pick this up as it is a H&S issue!

[Hayley_S]

Hello dmacca65.

Welcome to our community page, thank you for posting on here.

I am sorry to see that your Hub is showing signs of over heating.

Can you please tell me if this has been since the weather has changed? Have you tried unplugging it for a while to see if this helps it cool down? Is it in a open cool area? 

Look forward to your response.

[dmacca65]

Hello Hayley,

The red light has been present for months now, long before the weather became hotter. The issue has only come to light recently as my son returned home and has been trying to troubleshoot our wifi. We have been having connection problems for quite some time now.

Thanks

[Sofia_B]

Very sorry to hear this @dmacca65. 

I'm going to send you a PM so we can take a look into the matter for you. 

Please look out for a notification in the purple envelope located in the top right hand corner of your screen.

Thanks, 

[dmacca65]

Hello Sofia, I have responded to your PM. Thanks for getting in touch!

[Ayisha_B]

Hi @dmacca65

Thanks for responding to Sofia's PM. Unfortunately, she is out of the office this weekend but I will be more than happy to pick this up.

I would need to arrange for an engineer to come out and get this checked. If a replacement hub is needed at the visit, this will be swapped for you.

Will pop you a PM now 🙂

[Ayisha_B]

Thanks for confirming the details as requested via PM @dmacca65

I have arranged for a technician to come out. Should you find the time and date unsuitable, you can re-schedule here

Let us know how the visit goes 🙂