Red light on hub

[DeeDee24]

Hi Gareth, I appear to have the same issue with my hub. The white light suddenly went red last night about 5 pm and has remained red ever since. I have reset the hub several times and even turned it off overnight but the light is still a steady red. My broadband and Wi-Fi work fine. The status check on the My Virgin Media app shows no issues. I tried to do a factory reset via the app but it said it was not possible and asked me to do a reset myself. I did. but as mentioned it made no difference. Does this mean I need a new hub? I work from home so need as little downtime as possible.

Hope a replacement can be arranged quickly if this is necessary.

Regards,

[REMOVED]

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[Carley_S]

Hi @DeeDee24 

Welcome to the community forums 

Sorry to hear you're having concerns with the red light warning on your hub. 

I have check the the systems and have identified a short-term issue which may cause intermittent or performance related issues with your connection. These short-term issues can happen when we’re working to fix some other network issues in the area, or when we install a new home to our network.

We apologize for any inconvenience, and as we resolve most of these types of issues within 24 hours you should see an improvement in your connection soon.

Just to confirm, your hub is in a well ventilated area and is not hot to the touch?

[DeeDee24]

Hi Carley, thanks for replying. I don’t currently have any issues other than the red light. My hub is in a cool, well ventilated place and not hot either. I was just concerned that it might have a fault. It is over 5 years old now.

[DeeDee24]

Hi @Carley_S, I still have the steady red light on my hub 3.0 and it’s now more than 60 hours since it appeared. Although you said there was possibly some local issue, this was not shown when I checked my status in the app or on the website. As I said on Wednesday, I have reset it several times and each time the red light comes back but my broadband and Wi-Fi are still fine. When there have been network issues in the past, I have always seen flashing lights and intermittent service so based on reading other questions about this issue, it sounds like I need a replacement hub. Could you please take another look?

[Zoie_P]

Hi @DeeDee24,

Thank you for your reply, and for letting us know you are still having issues with this. I will pop you over a PM and we can go from there. Just keep an eye out for the little envelope 👀📩.

Thanks,

Zoie

[Zoie_P · Accepted solution]

Thank you for messaging with me @DeeDee24, 

Please keep us posted on how you get on with the tech visit, and pop back if you need anything. 

Thank you 😊
Zoie

[DeeDee24]

Hi Zoie, I hope wanted to say thanks again as I have just had my hub replaced by the technician. All fine now.

[Matthew_ML]

Glad to hear everything has been resolved for you.

Please do reach out if you ever need anything from us in the future. Cheers 

[DeeDee24]

Hi Zoie, Unfortunately the replacement hub now has the same issue. It worked fine for four days and then on Saturday morning I discovered the steady red light was on. I have done all the usual checks and reset etc. but to no avail. Would it make sense to try the next generation of hub as I understand the 3.0 is being phased out?

[Kain_W]

Hi DeeDee24,

Zoie is currently out of office so I've picked this up for a further update.

I've dropped you a PM so we can discuss further.

Regards,