Virgin Media Community

[BM3]

WiFi and internet seem mainly fine but there’s a continuous red light on the hub

[David_Bn]

Thanks for your post on our Community Forums @BM3, and a very warm welcome to you!

Sorry to hear of the red light currently showing on the router. This is usually a sign of the hub overheating.

Can you please confirm if the hub is hot to touch?

Please try switching the router off on the back of the hub and then unplugging it at the mains and allowing it to cool down for 30 minutes.

Do then please reboot and see if the red light re-appears. Once completed, please report back to us with the outcome.

Kindest regards,

David_Bn

[BM3]

The hub was warm but not hot.  I’ve unplugged for 30 mins and switched back on.  The light is still red.

[Paul_DN]

Hi BM3,

Thank you for reaching back out, sorry to hear after rebooting the Hub as advised there is still a red light, so I can help further I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Paul_DN]

I will send the invite shortly.

Regards

Paul.

[Paul_DN]

Hi BM3,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
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. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, it is important to reschedule if needed. 
Let us know how the appointment goes.
Regards
Paul.
 

[BM3]

The hub has been replaced and now seems to be working apart from no longer being able to connect to virgins media connect

[Tom_W1]

Hi @BM3 great to hear everything is fine now, although we're sorry about the Connect App.

Can you try to uninstall and reinstall the Connect App to see if this resolves things? Many thanks

[BM3]

The connect app is now working.  Thought I’d try it once more before uninstalling again

[Steven_L]

Thanks for coming back to us and letting us know that BM3.

Please let us know if you have any further issues.

Kind Regards,

Steven_L