Hub red light

[Gels]

Hi, for a while now I've had problems with my Internet. When I'm trying to watch things it constantly loses connection. When I reset the hub the light still stays red. I've been in touch with virgin numerous times and get told everything is fine. It's clearly not as it's happened again. Can someone please help?

[Ashleigh_C]

Hi there @Gels 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced issues with your Hub and the red light has remained on. I do think it would be best for us to arrange an engineer to come and take a look. 

I will pop you a PM across now to arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
 

[Ashleigh_C · Accepted solution]

Hello again

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 My VM 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
 

[Gels]

Thank you so much for your help. Hopefully it will get fixed tomorrow 

[Kath_F]

Hi Gels, 

No problems at all. We're happy we were able to help. 

Please let us know how the visit goes and if you need anything else, you know where we are. 

Many thanks,