Red light permanently on hub 3.0

[NixyJ]

Hi there,

Since just before Christmas our hub has had a solid red light which the help section tells me it’s overheating…

I’ve turned it off and left it, checked all connections, rebooted several times etc but nothing makes it go away (and it’s not hot at all!)

Tests all say connection is fine but it regularly drops and cycles thru various flashing green lights etc leaving us in a state unable to work for hours sometimes!

starting to get a bit stressed by it - working from home with a huge project launch in 3 weeks, I’m so worried it’s going to let go any time soon.

Any ideas of what else I can try would be very gratefully received!

Thanks so much all!

[Zach_R]

Hi @NixyJ,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're having some issues with your router recently. Can you please confirm if you've carried out the following steps? If not, please give them a go now in the following order and let us know if it helps.

• Turn the power switch off on the back of the Hub.
• Ensure that 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.

Keep us posted with how you get on.

Thanks,
 

[NixyJ]

Hi @zach_R !

Thanks so much for replying so quickly.

I’ve taken all of those steps multiple times over the last few weeks - it makes no difference, as soon as the hub comes back online the red light is on solidly 😞

We’ve been having issues with this hub for months now but this seems to be more serious since December and isn’t recovering after reboots etc

It’s just getting really worrying - hold breath each morning to hope we’re up and running!

Any other ideas?? - running all the different tests etc says there isn’t a problem… but I can say 100% that there is - so it’s hard to get someone to send an engineer etc.

thanks so much for your help and any other thoughts!!

[Ashleigh_C]

Hi there @NixyJ

Thank you so much for your post and I am so sorry that these steps have not resolved anything. 

I do think it would be best for us to arrange for an engineer to come and resolve this for you. 

I'm going to send a PM now so we can arrange this. Please keep an eye out for the purple envelope in the top right corner of the screen alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hello @NixyJ

Thanks so much for your private message and confirming your address, I have now booked you a visit for the issues with your Hub – 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.

Thank you.