Red light on hub

[KateMuhametova]

Hi all,

I spoke to a Virgin Media rep this morning regarding this issue. He checked the connection, asked me to re-set the hub and the light should turn green within 10 minutes. It’s been 3 hours and it’s still red. There are no issues with the internet itself but I’m just concerned and reading other posts - this isn’t normal? I’m not sure which Hub it is but it’s 6 years old.

Any advice?

[Sabrina_B]

Hi @KateMuhametova 👋.

Thanks for reaching out to us, and welcome to the Community Forums. Apologies you are having issues with a Red light on your Hub, as you have spoken to our contact team and followed their advise and the issue remains we would advise that the next stage would be to get a replacement Hub. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @KateMuhametova 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for Red light Hub issue – you can check and amend the date and time of your appointment via your online account.

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.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina