Orange Light

[Emsho]

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. 

[Shah2022]

Hi, I know this is an older post but as it is relevant I thought it would be better to post here as the issue seems to have been resolved.

I also have a hub 3 and the orange light is on and I don't have any internet. I have rebooted and switched off mains etc. But to no avail.

Can anyone help?

[TOD11]

I recommend contacting an online moderator directly with your account info, this was the quickest for me.

[David_Bn]

Good Evening @Shah2022, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the recent issues you've experienced on the services.

I've been able to look into your equipment and it appears that you will need an engineer visit.

Check out the purple envelope in the top right hand corner for a private message from me, where I'll look to take a few details from you.

Kindest regards,

David_Bn

[kinga29]

Hi

I have just had my Hub 3 delivered, used the QR code and set up as per instructions. 
I’ve set up from the activation sms received but I’ve had the orange light since set up. I’ve done a pin reset. This came back orange, the ln the wifi symbol light and green arrows flashed on. These went off and the bottom light went back orange again. 
Do I need a new router also? Many thanks in advance 

[TonyM19]

Having all the same issues. Orange light. No WiFi (or fading in and out). Numerous reboots of router. Just got the email telling me that my package is going up by £15 too.

[Zach_R]

Hi @kinga29,

Thank you for your post and welcome to our community forums. We're here to help.

I'm glad to hear you're all set up with your router but that you're getting an orange light. Is your connection being impacted at all or is it just the light that is showing orange? Would you be able to provide a photo of what you're seeing exactly?

Thanks,
 

[Zach_R]

Hi @TonyM19,

Thank you for your post and welcome to our community forums. We're here to help.

I am very sorry to hear you've got an orange light appearing on your Hub 3 and that you're experiencing some Wi-Fi issues too. I've checked things on our systems and I'm unable to detect any issues on the line that would cause these problems for you. Is your wired connection impacted too?

Would you also be able to provide a photo of the lights you're seeing on your router?

Thanks,
 

[QuantumLobster]

Good morning Virgin Team. I too have this orange light (very similar if not identical to the picture on page 2) issue with a white Hub 3, that I’ve had for about 5(?) years. Wifi speeds go up and down at random. I’ve rebooted and reset the hub numerous times, to no avail. Could I arrange a replacement Hub?

[Paulina_Z]

Hi @QuantumLobster,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're experiencing some issues with your Hub light at the moment! We can understand how frustrating this can be.

I have taken a look at our systems and I can see that there are no local outages impacting your connection, however, there are some issues with your power levels at the moment.

In order to investigate this issue further, we would need to arrange for a technician appointment to have this issue looked into and resolved. I will send you a Private Message, so please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @QuantumLobster,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your Hub connection issue – you can check and amend the date and time of your appointment via your online account.

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 MyVM 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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.