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Red light on hub 3 for a few days now. Have been told everything is working fine but I am worried it migh

dor1
Joining in

on ‎28-12-2023 13:50

I have a red light on my hub 3 which has been there for a few days. After contacting customer services, I was told everything is working. My concern is it may overheat and cause a fire, but was informed it would not overheat and cause a fire.

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4 REPLIES 4

Ashleigh_C
Forum Team
Forum Team

on ‎28-12-2023 15:11

Hi there @dor1 

Thank you so much for your post and welcome to the community forums, we are happy to have you on the team.

I'm so sorry to hear that you have faced this issue with your Hub! Can I ask if you have tried a pin hole reset? To do this push a pen etc into the reset hole at the back of the Hub and hold in for 60 seconds. If so has this changed the light at all?

Is the Hub in a well ventilated area? 

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dor1
Joining in
In response to Ashleigh_C

on ‎28-12-2023 15:23

Thank you for your reply. I have tried everything and nothing has changed the red light.

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Ashleigh_C
Forum Team
Forum Team
In response to dor1

on ‎29-12-2023 10:13

No problem @dor1 and thank you for trying.

I do think it would be best we arrange for an engineer to come and take a look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

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Ashleigh_C
Forum Team
Forum Team

on ‎29-12-2023 10:50

Hello again @dor1 
Thanks so much for your private message and confirming your address, I have now booked you a visit for Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

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