No sign of replacement Hub - Hub 3 Red Light/no ethernet

[Scwillz]

I contacted Virgin Media on 1st November because my Hub 3 is faulty (permanent red light, no ethernet ports working). After three phone calls (where on each call I had to prove it was faulty by doing hard reset over phone!) they finally agreed to send out a replacement. Or so they said. It's been almost a week now and I've had no email communication or confirmation that anything has even been dispatchedor raised at the VM side. My online account also has nothing in the outstanding orders or complaints/issues sections of my account and I'm starting to wonder if it's just been completely lost, botched, or just ignored/never raised at all. The router is 100% faulty, none of the ethernet ports work in either WiFi or Modem mode and the status light is permanently red. I usually use modem mode and I've had to switch that over to hub-only WiFi and I do have WiFi (usual poor signal that you'd expect on a virgin hub) but tbh this is of little use because my home security and smart home bridges need an ethernet cable so currently without either at home. Starting to think the request for a replacement hub was never raised, can anyone here check before I have to hold for over an hour on three separate calls to VM once again?

[jbrennand]

Possibly you are modem mode but your router hasnt connected correctly after the reset

Can you do it again exactly like this first then report back if its still faulty ...

_______________________________

Switch on and set up your own router or first Mesh unit (in its settings) to have its WAN port set to be in.. Dynamic/Automatic IP or DHCP (& Nat) mode, it may be pre-set that way anyway. Then, disconnect all cables from your new router (or all Mesh units) and switch them off and unplug them. Then, put the VM Hub into modem mode ( https://www.virginmedia.com/help/virgin-media-hub-modem-mode ) and wait for the base light to turn magenta/purple (on a Hub3 - but green on a Hub4 or Hub5).

Once it’s in modem mode, the VM hub “MUST” then be powered off. Switch your router on and make sure it’s fully initialised (leave 5 min) and then put in the Cat6a ethernet cable from its WAN port to the VM hub (any port will do).

NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection. Use the recommended App to connect any other Mesh units to the first one. This order only needs to be done the first time you connect the router to the VM hub. You might also set the SSID and key/password on the new router/Mesh to match that on the HUB so when you swap over, all your wireless devices should just connect automatically.

[Kath_P]

Hi Scwillz, 

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 sorry to hear that you're having an issue with your hub. Checking things this end, we can see that a new hub was indeed ordered and it's since been delivered. Can you confirm if you're still having issues?

Many thanks,