Red Light on Hub since October

[pfv]

In October my hub started showing a Red Light instead of the white one on the front.

I rang the fault line, and Ananya ran some tests and said there was nothing wrong with the hub.  After consulting colleagues she said the red light was due to a software update, which could take up to a week to complete!

However, according to what I read in the forum, the red light is an indication that the hub is overheating and needs replacement.

The Hub has now had a continuous red light for three months.  I've had occasional wi-fi dropouts, and a couple of dropouts of the wired ethernet connection.

How should I proceed?

[John_GS]

Hi @pfv 

Thanks for posting and welcome to the community.

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

[John_GS]

Hi pfv

Thanks for joining me on PM and confirming your details. This has allowed me to book in a tech visit for the red light issue. It'll be viewable shortly via the online account. 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 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 it goes 🙂

[pfv]

You say " It'll be viewable shortly via the online account."  I'm not sure what you mean by my "online account. It'll be viewable shortly via the online account. If you have any issues with accessing your online account.  Could you send me a link please.

[pfv]

Sorry that last message got rather garbled - it should have read

You say " It'll be viewable shortly via the online account." I'm not sure what you mean by my "online account." Could you send me a link please.

[newapollo · Accepted solution]

Hi @pfv 

You should be able to track the new appointment by signing in to My Virgin Media using the My VM app.

Once you log in scroll down to Orders & appointments then click on View your orders.