Virgin Media Community

[Ilyas786]

I have a red light on my modem. Iv called and all they say is your Internet is fine. What do I do

[Tudor]

Please confirm it’s a Hub3 and in router mode. If so, it will probably need replacing. 

[John_GS]

Hi Ilyas786

Thanks for posting and welcome to the community.

In relation to the hub, please do the below for me; 

• Turn the power switch off on the back of the Hub.
• Ensure the Hub is upright, in a well-ventilated location and out of direct sunlight, if possible. 
• Switch the hub back on at the power. The Hub should now operate normally.
I have also done a system check and there's no area issues, the levels are in spec but low. Can you make sure all connections are finger tight for me and then reboot the router?

Let me know if the above checks solves the red light.

Best wishes,

[Ilyas786]

Hub 3 yes

[Ilyas786]

I have done this with the advisor over the phone a few times. Stil same issue.

[John_GS]

Thanks for coming back to me and confirming.

I will send you a PM now to get a technician visit booked in

Best wishes,

[John_GS]

Hi @Ilyas786 

Thanks for joining me on PM and confirming your details so I can book in the technician visit for the red light on the hub. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
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
Let us know how the visit goes and do also pop back if you ever need further assistance.