Virgin Media Community

[HarryG1]

Hi, my hub3 has had a solid red light for the past week or so instead of the normal white light.  It's connected to the Internet, and is providing WiFi through 2 pods too and multiple devices.  Speeds seem to be fine too.

Hub is in open space, on a shelf and when checking the router dashboard it's not overheating either

Is the red light a sign of imminent failure?

Thanks

[nodrogd]

The overheat warning on the hub 3 is a known issue with some batches of hubs.

However, as this may mask a real problem which could be a fire risk the policy is to replace them.

If you have done a reboot & it has not resolved the issue the Forum Staff here can arrange a replacement.

I have escalated the thread to the team, who should respond shortly.

[HarryG1]

Thanks for the help.  I have performed reboots and switch off/ back on a few times with no change to the red light.

Fire risk does sound worrying 

[Beth_G]

Hi HarryG1,

Thanks for your post, welcome to the Community Forums.

I'm sorry to hear that your Hub 3 may be overheating - if you do have any concerns, the best thing to do would be to keep it switched off/unplugged. I know this may be an inconvenience but it would be the best precaution to take.

I've sent you a private message so I can take your account details and arrange a replacement for you.

Thanks

[Beth_G]

Hi HarryG1,

Thanks for confirming your details with me over private message.

I've gone ahead and booked in the next available engineer appointment we have. You'll be able to manage your booking online here.

The engineer will likely replace your Hub during the visit, or determine whether the issue is with the Hub LED instead.

Let us know how you get on 🙂

[HarryG1]

Thank you. 

[Kath_F]

Hi HarryG1, 

It's no problem at all. 

Please pop back to us and let us know how the engineer visit goes. 

If you have any further issues, you know where we are. 

Many thanks, 

[HarryG1]

Hi, excellent service from the engineers, hub3 swapped over for another hub3, white light showing as expected now and tested up/down speeds too.  Looks like it was a faulty hub3

I am unable to see the hub or boosters on the virgin connect app though, although I've tried to follow the install guide. 

[Adri_G]

Hey HarryG1, thanks for this update.

We're delighted to hear it all went well with the visit and your newly fitted hub 3 is working perfect! Great news indeed. 🙂

Sorry to see though that you can't find the hub's network on the connect App, have you seen an error during this process and have you tried to connect your device on the WiFi and then follow the set-up guide on our App to link up the equipment with it?

Let us know of the above and how you get on, happy to help out.

[HarryG1]

Hi, no errors seen.  Tried the option to install new hub with no joy.  Deleted cache and data from app, retried with no luck, and uninstall/reinstall didn't help.

Does the app look for a specific hub related to the profile I.e. the one which has been replaced, or any virgin hub on the network?