Red light on Virgin Media 3 hub - can I get the box replaced?

[vsharma81]

Hi there, I've got a Virgin Hub 3. My internet access is fine but I have a solid red line on the front of my box which has been on there for months. I've done a reset of the box but the red light is still on there. Am I able to get the box replaced as it appears faulty.

When I spoke with a member of tech support, I'm not sure if they misunderstood me but they said I would need to upgrade to a Hub 5 or pay £40-£50 for a replacement Hub 3 box. If the box is faulty (as in the red light is being displayed when it shouldn't be and a reset hasn't worked), should the box not be replaced free of charge?

Would you be able to help?

[Adduxi]

The LED should be working correctly as it is the overhead warning. 

If you wait here a VM Mod should pick this up and discuss directly with you 

[Vikki_M]

Hi vsharma81,

Thanks for your post and welcome to our community. 

I'm sorry to hear you have a constant red light on the hub.

We don't charge to replace a hub if there is a fault. We're sorry for any incorrect information received.

I'll send you a private message now to arrange an engineer for you.

Please look out for the envelope in the top right of the page and pop back to me when you can.   
 

[vsharma81]

Thank you for your reply.

[vsharma81]

Thank you very much for this Vikki. I've replied to your private message. My message notifications on my e-mail are going to spam hence the late replies but hopefully can sort a day and time in which to provide you with info as requested. Thank you!