Red Light Permanently on Hub

[gcsouth]

I've had a permanent red light on my Hub for over a week now. I have tried using the pin hole reset several times. I have also turned it off and back on several times. The Virgin Media Connect app cannot find the Hub and the speed checker is showing very slow speeds. 

I contacted Virgin Media Help by phone yesterday. He 'ran some checks' and told me that his computer was telling him there were no issues and I needed to 'monitor' the situation. I explained I had been 'monitoring' it for over a week now and nothing had changed. He told me again there was no problem and I could contact OfCom if I remained unhappy. 

Are there any other possible solutions? There are only so many times I can be told to try the reset button!

[nodrogd]

The red light is an overheat warning, & even if false should not be ignored.

I have escalated this thread to the Forum team for a priority response so that they can get the ball rolling to get this replaced for you.

[John_GS]

Hi @gcsouth 

Thanks for posting and welcome to the community.

I'll send you a PM now to assist further.

Best wishes.

[John_GS]

Hi @gcsouth 
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the red light on the router. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
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 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 and do also pop back if you ever need further assistance.

[John_GS]

Hi @gcsouth 

Thanks for your message, visit rescheduled as per that.

Best wishes.