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Re: I’ve got a solid red light on my hub. And the broadband is dropping out 3 to 4 time a day. Please help.

Joining in

Hey Beth! I am going through a similar problem. I already spoke with an agent yesterday and was advised to reset the hub (hub 3) which I did. Red light is still showing and has been for the past few days. It is slightly warm to touch on the top too. 


Forum Team
Forum Team

Hi there @Sleung 

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

We have split your post to be its own individual post so that it is not confused with the other posts. 

I am so sorry to hear that you are facing an issue with the red light on the Hub and thank you for trying the reset, I am so sorry this has not worked. 

As the light is still showing as red I do think it would be best we arrange an engineer to come take a look for you via a private message. 

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.

Forum Team
Forum Team

Hello again @Sleung 
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