30-09-2020 17:33 - edited 30-09-2020 17:34
Hi, My virgin WiFi Hub 3.0 has got a constant orange light and our internet is working intermittently. This is worrying as atm we’re working from home.
I have:
- turned it on and off at the wall
- checked all cables, switches etc for loose connections
- pressed reset button for 15 seconds
and the orange light is still on.
Answered! Go to Answer
on 30-09-2020 17:56
There's no official status of an orange light on the Hub 3. Most likely this is a failure of the multi-colour LED control circuitry, but because this light is also the overheating indicator when red, it isn't acceptable to have the LED malfunction. Try a pinhole reset using the hole on the back of the hub (which will erase any settings you've made - you can use the back up and restore function under the hub's admin settings if these are material).
If that doesn't work, let us know and I (or anybody else so inclined) will escalate this to the forum staff. No point phoning it in - VM's telephone support wouldn't have a clue what you're talking about, and would probably tell you that all hubs do this.
on 30-09-2020 17:57
Whoops - just re-read and seen that you've reset. I'll flag this for the forum staff.
on 30-09-2020 17:56
There's no official status of an orange light on the Hub 3. Most likely this is a failure of the multi-colour LED control circuitry, but because this light is also the overheating indicator when red, it isn't acceptable to have the LED malfunction. Try a pinhole reset using the hole on the back of the hub (which will erase any settings you've made - you can use the back up and restore function under the hub's admin settings if these are material).
If that doesn't work, let us know and I (or anybody else so inclined) will escalate this to the forum staff. No point phoning it in - VM's telephone support wouldn't have a clue what you're talking about, and would probably tell you that all hubs do this.
on 30-09-2020 17:57
Whoops - just re-read and seen that you've reset. I'll flag this for the forum staff.
30-09-2020 18:07 - edited 30-09-2020 18:08
Hi,
Thanks for replying. I had already tried pressing reset for 10 seconds. I have tried again for 50 seconds. The main light was still orange, then they all flashed green. Now the main light is orange again.
edit: thank for flagging !
on 30-09-2020 18:39
A hub replacement is a necessity, but be aware that an LED fault could be a voltage control problem that affects the rest of the hub and thus your connection (and so a replacement should solve all issues), or it may be more localised to the LED and it's direct control circuit, in which case the connection problems may be a separate issue. Let us know how it goes.
on 30-09-2020 18:49
Hi Emsho,
Thanks for posting and sorry to see you're having some issues with the connection.
I can see you've contacted us today and been advised of an intermittent issue, I can confirm this is correct.
The system has identified a short term network issue that could cause degradation or an intermittent service.
We believe it will only be a short term issue and it will be fixed very soon.
Alex_Rm
on 01-10-2020 08:00
@Alex_RM : Hopefully that resolves the service problems, but what about the orange LED?
on 01-10-2020 10:38
Wifi is working today, but light is still orange!
on 01-10-2020 13:19
Hi Emsho,
Thank for coming back to us, as you advised the internet is working fine, if you have had the router fore a while the light can fade and look a different colour, please can you post a picture of it here?
Regards
Paul.
on 01-10-2020 15:07
I'd be very interested to know the scientific explanation that VM are proposing for how a multi-colour LED "fades", and why that isn't a problem on an overheating indicator for a device that most customers leave powered on 24/7 ?