Red light on Virgin Media Hub

[Donna23]

Hi, my VM hub is showing a red light. We have tried factory reset as other people have tried, and we still cannot get any signal from it. It has been running pretty slow but now getting nothing from it at all. Could someone PM me for some advice please. Thanks ☺️ 

[Adduxi]

If the Hub 3 red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.

[nodrogd]

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@Highway wrote:

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@Adduxi wrote:

If the Hub 3 red LED persists after a pinhole reset, the Hub should be swapped out. This red LED is the overheat warning and should be working correctly. If you wait here a couple of days a VM Mod should pick this up and discuss directly with you.

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I do wonder if there has ever been an instance of a pin-hole reset fixing this issue! Of course not, but it is required part of VM’s procedures - a more cynical person might think it’s just a delaying process but still.

Yes, there are circumstances where investigation has shown a full reset will resolve this issue for some customers, negating the need for a tech visit.

Incidentally has anyone else noticed the obviously copy and paste, knee-jerk forum team answer to these issues? Turn the hub off, make sure it is upright and out of direct sunlight, turn it back on and the issue will go away - or phrases to that extent! No it won’t but they persist with it!

It eliminates all other possibilities that may cause a genuine overheat where the hub is placed in an unsuitable location by the customer. Some people do put them in enclosed cabinets with no ventilation or in direct sunlight. In these conditions it is not a fault with the hub.

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[Adduxi]

Unfortunately this ageing LED thing has VM between a rock and a hard place for Hub 3's.  VM can't really risk calling out an ageing LED, and let the user carry on can they?  If the Hub did decide to burst into flames due to overheating, what would be the outcome?

Perhaps the best outcome when the LED gives up is just retire these old workhorses to the recycling facilities?

[Kath_F]

Hi Donna23, 

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. We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks. 

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,