Forum Discussion

vsharma81's avatar
vsharma81
Tuning in
2 months ago

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

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's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    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's avatar
    Vikki_M
    Forum Team
    2 months ago

    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's avatar
      vsharma81
      Tuning in
      2 months ago

      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!

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        27 days ago

        Hi vsharma81,

        Thank you for joining me in a private message.
        I'm happy we were able to reach a resolution together 😊
        If you have any further questions or concerns, please pop back to us here on the community forums and we'd be happy to help.
        Take care.