Red light on Router

[Alisteh]

We have been having problems with our wifi disconnecting intermittently for the last 2 to 3 months now. The router has a solid red light instead of a white one which it used to have. All our devices disconnect from the wifi several times a day irrelevant to their position, even in the same room as the router. Some devices do display a message saying "wifi signal lost" others like phones just switch over to 4G. The Router does not feel hot to touch but feels warm like it should. It is definitely set up as a router and is placed on a cabinet with plenty of room for ventilation. I have re- started the router many numbers of times and also have reset it to factory settings but the light always comes on red and the wifi disconnection is a daily occurrence.

We contacted virgin support and they said that they would monitor our connection for 24 hours and report back. In the last 24 hours we have experienced several wifi losses however virgin support have sent me a message saying everything is up and running as it should be and if we experience any problems to look on their website so basically no follow up to see if the problem still exists and we have to start all over again. 

We are now at the end of our tether. Can anyone help please so we don't have to escalate this to a legal dispute. Many thanks

[Tom_W1 · Accepted solution]

Hi @Alisteh thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

It does seem in this case with the red light, we'll need to look at replacing the Hub for you.

With this in mind, please allow me to send you a PM so I can look into things further for you.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[Akua_A]

No problem at all @Alisteh 

Please let me know how thew appointment goes and if you need any further help.

Thanks,

[Alisteh]

Hi Akua-A

Appointment went great and the router was replaced. I am glad to say that there has been no wifi disconnection up to this time. Thank you so much for your help.

Kind regards,

Ali

[Kelnnick1234]

Hi I also need your assistance with this issue

[Steven_L]

Thanks for coming back to us Alisteh and we're glad to hear that your issues have now been resolved 😁

Kind Regards,

Steven_L

[John_GS]

Hi @Kelnnick1234 

Thanks for posting and welcome to the community - please make your own thread in the future 🙂 We can see you've spoke to the team since the post and had a tech out. Hopefully that's sorted everything, do let us know if you need a further assistance 🙂

Best wishes.

[Scarturts]

Mine is the same is there anyway I can get a new one 

[Matthew_ML]

Hey Scarturts, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

I am going to send you a PM but please try these steps for me ;

• Turn the power switch off on the back of the Hub.

• Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.

• Then use the power switch to turn the unit back on. The Hub should now operate normally.

 

[Matthew_ML]

Please keep us updated on how you get on with the contact centre 🙂