on 11-02-2023 09:23
Hi,
The red light on my Hub 3 is lit and my WiFi connection is poor. My router is in the open and not overheating.
Do I have a problem with my router?
Answered! Go to Answer
on 13-02-2023 18:13
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the red light on the hub. 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.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 11-02-2023 10:41
Hi PeterFenwick27,
Thanks for posting and welcome to our community 🙂
Sorry to hear you're having some issues with the hub, can you confirm if it's in modem mode or router mode?
Can you also confirm if you have rebooted the equipment?
Alex_Rm
on 11-02-2023 12:35
Hi, I think it's in router mode.
Yes, I have rebooted it and done a reset.
Peter.
on 13-02-2023 12:56
Hi Peter
Thanks for coming back to us.
I will send you a PM now
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 13-02-2023 18:13
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the red light on the hub. 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.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 19-02-2023 09:07
Hi, just a quick reply to say that it is all sorted now. Engineer came and replaced the Hub and we're back up and running.
Also worth saying that the engineer was very good. Friendly and helpful.
Thank you.