Red light on box!

[Meg_n]

Hello

The red light is constantly on our virgin media box. We have no WiFi, which is annoying as I have to work from home. I have tried switching on and off, all cables are in place, etc. No joy. How could I arrange a technician to come out asap?

Thanks

[Tudor]

If it’s not a Hub3, where a red LED means overheating, the it means you have no broadband connection. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

[Daniel_Et]

Hi @Meg_n 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having 😔

If it's a Hub 3, please follow the below steps in the following order:

• 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

• Use the power switch to turn the unit back on

If after following the steps the router doesn't boot back up after a few minutes, or the red light returns when it does, it'll need replacing.

Please pop back to us at your earliest convenience.

Thank you for your support @Tudor 👍

Regards,
Daniel

[Meg_n]

Hey Daniel, thanks for your reply. I've tried all of these measures and the red light is still on! My internet connection has been on and off today so I don't think it's a network issue (also none reported in local area).

How do I arrange a replacement please?

[Meg_n]

Thanks so much

[Daniel_Et]

Hi @Meg_n, thank you for your response.

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel