Red light on Hub3, but technical support insist no problem

[JeffFe]

We have had a continuous red light on our Hub 3 for several weeks, and we have had a series of drop outs and reconnections. The online tool identified an issue with the Hub. Virgin technical support advised that they could see an issue with the Hub, rather than the network, and monitored it for several days, plus asking me to do a hard reset. After this, they advised that they could not see any issues since the previous week and advised that, even though the red light is still showing, there was no point in sending an engineer as they would simply say that the Hub was working normally.

Nevertheless, we are left with a continuous red light, which I understand is an indication of the Hub overheating. (It has plenty of ventilation where it is located.). This is obviously of concern. Can anyone advise where to take this issue next?

[Kath_P]

Hi JeffFe, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your Hub 3 showing a red light. This is something we can certainly check and get an engineer sent out for you but in order to do that I will need to confirm some information with you to book the visit.

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_P]

Hi JeffFe, 

Thanks for coming back to us via private message to confirm your information. 🤩

I have booked you in for the next available appointment and sent you details of this via Private Message. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. Just 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 the appointment goes. 😊

Take care.