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. 

[Tom_W1]

Hi @Jay_Kell thanks for your post and although I'm pleased to hear the engineer visit went well, I'm sorry you're having different issues.

I've ran some checks and there doesn't seem to be any issues which would be impacting the service, at the time of writing.

How have things been since your post please, have things stabilised?

Many thanks

[callum101]

We have contacted customer  care on so many occaisiona regarding the wifi  signal dropping and orange light as discussed here.

i was told repeatedly it was a light failure and no issues detected. I knew this not to be true and since plugging an external router the light changed to solid red as it should and today while repairs were taking place in the street it turned flashing green. This clearly evesences there is no light fault and the modem is orange for a reason.

please virgin train your staff to meet the needs of the customer, if there issues be honest and give a time scale for these issues to be reolved we would respect this much more than being fobbed off with silly responces.

[Paul_DN]

Hi callum101,

Thank you for reaching out to us in our community and welcome, sorry to hear you feel you were misadvised in regards to the Orange light which is now Red due to you having it in Modem mode which is correct, There's no official status of an orange light on the Hub 3 this can just be the bulbs inside due to age which are normally white, if you are having other issues with the Router it may need a technician to look further into this.

Regards

Paul.

[callum101]

Thankyou for your reply Paul, yes i am ahving massive issues mainly being having no wifi. I di have a perfect coverage across the whole house this stopped a.number of weeks ago. When i ring for support it cuts ne off as the automated system says not fault detected.

Bassicaly i can not report this as a problem other than going through this forumn and have done but i can wait 3 days for a reply as questions i have already answered such as " have you turned the modem on and off'. 

Basicaly i am paying for a terrible service with no support. Even if this issue is rectified i have lost all confidence in Virgin and how they respect there long standing customers. 

i jus want a modem that works 

[Kain_W]

Thanks for the response there callum101,

From checking our service I can see that you have an appointment booked for the matter.

Do let us know how the visit goes.

Regards,

[callum101]

Hi Kain 

I wish that was true, i believed an engineer was coming so booked toil to be there but recieved this just now from virgin

Great news! Your services are back up and running so you won't need a technician anymore. We'll cancel the visit and let you get back to enjoying your services.

As my modem is brocken i cant see how it has been miraculiosly fixed by no one turning up. I am trying not to rude in these exchanged but after a month of intermittent internet no way to have a dilogue with any virgin representative other than this which tbh is completely useless as i have to wait days for any responce i am of the belief iether virgin is completely incompetent or willfully preventing exchanges of modema due to stock issuea. 

This may be a crazy idea but why does some one not ring me and discuss this and get this sorted.

[Cwong01]

Hi, I am also having a similar issue. I received my Hub 3 today. Constant orange light. The wifi signal is terrible, not more than 5 meters away, or just around the corner of my small flat then the wifi is unusable. Please can someone advise?!

[callum101]

Virgin would have you believe that the orange light is nothing to be concerned about as they report it is only the light fading with age. 

But as your router is new this calls into question that explanation.

[Kath_F]

Hi callum101, 

Thanks for coming back to us on this one. We understand that you may be frustrated and we can only apologise for that. We're not able to arrange call backs via the Community I'm afraid. Usually, an engineer visit will only be cancelled if an area fault is discovered. On this occasion, it looks as though the teams monitored the network connection and they verified it as working so the engineer was cancelled. 

I have rebooked an engineer's appointment for you now. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

As before, please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Kath_F]

Hi Cwong01, 

Thanks for your post here. We're sorry to hear you;re having the same issue. 

I can see you've already got your own thread running and a member of the team has picked this up for you. 

Please keep me posted on if you have any further issues. 

Thanks,