Red light on Virgin Media Hub

[danniicage]

hi megan, we have had this red light on the router for months now also with broadband dropping in and out, not loading web pages and download speeds of 0.51mbps, its fustrating to say the least, ive reset this multiple times with online help but nothing, how do we get a new router sent?

[Ayisha_B]

Hi @danniicage 👋

A warm welcome to our Community Forums and thanks for your post. 

I'm so sorry to hear that you're having some connection issues and that your Hub 3 is displaying a constant red light. A red light on a Hub 3 is the overheating indicator. 

If you haven't done so already, please follow these steps.

• Turn the power switch off on the back of the Hub.

• Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.

• Then use the power switch to turn the unit back on. The Hub should now operate normally.

If the issue persists, then please respond to my PM 📩 so I can arrange for an engineer to come out and have the Hub replaced.

As for the issues with your service, we have 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.

However, in the mean time, it would be great if you could check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.

[danniicage]

hi megan

yes we have this and its still showing a red light, this has been constant for months. with the new router would this show the wifi signal to improve in the house? 

[Ayisha_B]

Hi @danniicage 

I sent you a PM requesting some details so we can assist you further.

You need a new router due to the red light issue which indicates overheating. 

Please ensure your Hub is out in the open and well ventilated and if you could respond to my PM at your earliest convenience, I can arrange to book an engineer visit so the Hub can be replaced.

In regards to the service issues you mentioned in your initial post, this will be due to the short term network issue that is currently impacting you but that will be fixed very soon.

We also have some tips 👉 here on how to improve your WiFi. 

Hope to hear from you soon 🙂

[Ayisha_B]

Thanks for confirming the requested details via PM @danniicage 🙂

I've booked an engineer for you to come out and have your Hub replaced. You can find confirmation of the visit via your 👉 online account.

Let me know if there are any problems with the date or time and I can look to reschedule this for you. 

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 also 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.

Let us know how the visit goes!