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Permanent bright red light on hub3 router.

tpg123
Tuning in

Had a permanent red light on front of hub3 router. Been like it for prob 3 months or more. Tried rebooting, resetting, switching off many many times. Even left off overnight. It just comes straight back on red. No other lights show. It's where its always been for years on a cupboard top and is uncovered and in the open. It is warm on top to the touch but I wouldn't say hot. Everything seems to work as previously. 

Any ideas?  Many thanks.

1 ACCEPTED SOLUTION

Accepted Solutions

Hi there @tpg123 

Sorry for the confusion, if the issue is with the router we would consider this a Virgin equipment fault and there would not be a charge.

The statement refer more to if you were facing connection issues and the engineer discovered this was due to settings on a personal device etc.

 

See where this Helpful Answer was posted

5 REPLIES 5

Ashleigh_C
Forum Team
Forum Team

Hi there @tpg123 

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

we are so sorry to hear that you have faced this issue with a red light on you Hub and thank you for trying the suggested fixes first. I do think it would be best if we get an engineer out to take a look at this for us, so I will pop you a Private Message so we can arrange this.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

Ashleigh_C
Forum Team
Forum Team

Hello @tpg123 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your red light – 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
 

Hi Ash,

Thanks for this. I'm not sure how I would know if it was something  other than the router causing it, I don't want to be charged. How on earth would I know?  Is there anything I can do to prove it's the router and not something else?   

Thanks 

 

Hi there @tpg123 

Sorry for the confusion, if the issue is with the router we would consider this a Virgin equipment fault and there would not be a charge.

The statement refer more to if you were facing connection issues and the engineer discovered this was due to settings on a personal device etc.

 

Thanks for your help. Technician came and replaced router for another hub3. Also checked cabling and removed unnecessary booster that had been plugged in for years due to poor TV signal. All good now, thankyou.