Red light on hub 3

[SandyH]

Good evening,

My Hub 3 has had a solid red light since I returned from holiday yesterday.  I have tried a reset, but it is still not changing.

im not very confident going any further myself, and think I probably need a new hub?  I am unable to get through successfully on the phone.

Any other suggestions?

[Vikki_M · Accepted solution]

Hi SandyH

Thank you for your post and welcome to our community.

I am sorry to hear that.

If you have tried the below and the light remains, you will need a replacement. 

• 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. 

• Then use the power switch to turn the unit back on. The Hub should now operate normally. 

I will send you a private message now.

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

[SandyH]

Thank you.  I have tried those steps without success, and therefore responded to your DM.

[Vikki_M]

Hi SandyH

Thanks for getting back to me privately.

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. 
Just 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 that someone over the age of 18 is at the property for the time the engineer is there.

Do please let us know how the appointment goes.

Take care.