Red light on hub

[CG4]

The light on our hub has been red for a while and our connection has become poor.  I have spoken to Virgin customer service who had checked the connection and keep saying there are no issues. The wifi has only caused trouble since the light turned red, but they are refusing to send an engineer.

I have looked at other posts regarding the same problem and they have stated that they will send an engineer if the problem didn’t resolve after switching the hub off at the wall, which we have tried.

We had a very stressful call this morning and we are on the verge of cancellation at the moment.

[Tudor]

If it’s a Hub3 it will probably need replacing, a VM staff member will get to your post shortly. 

[CG4]

Thank you. That makes more sense than continually being told it’s okay.

[Ilyas_Y · Accepted solution]

Hey @CG4, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the red light on the Virgin Media hub.
May I ask if the hub is overheating? Is the hub in an open clear spot?
Have you been able to take out all the cables and put them back in and rebooted the hub?
Let us know and we can go on from there and see what needs to be done next, if it continues, it usually means the hub required a replacement.

Kind regards,
Ilyas.

[CG4]

Hi

The hub isn’t particularly hot and it’s in an open clear space.

We have disconnected the cables and switched it off at the wall, but the light is still red.

It is a hub3.

Thanks

[Gareth_L]

Hello CG4,

Thanks for replying.

I'd like to take a look into this for you and get the hub swapped.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello CG4,

I just need to advise this, but don't panic the fault lies with us.

Thanks so much for your private message and confirming your address, I have now booked you a visit for the hub fault  – 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 MyVM 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
Gareth_L

[CG4]

Hi

we were supposed to have a technician come this morning to check a red light on our hub, but no one has turned up??

[Matthew_ML]

Hey CG4, thank you for reaching out and I am sorry the technician has not turned up.

I have taken a look at our side and I can see you have been speaking to the team, have they managed to get this resolved for you? Thanks 

[CG4]

We have decided to leave Virgin, so we have cancelled our contract. We were so fed up of being messed about