Red light

[Traylou]

I have a red light on my hub. I've tried reset etc but still is red 

[Lee_R · Accepted solution]

Hi @Traylou, thanks for posting and welcome to our community.

Sorry to hear you've got a constant red light on your hub and for any concerns this may be causing you.  When you say you've tried reset, do you mean switching off and on at the power? Or do you mean a pin reset of your hub, as per here?  The pin resetting of your hub takes it back to factory settings and clears most issues. However, as you've reached out to us, I would like to take a closer look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi @Traylou, thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
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, so it is important to reschedule if needed. 
Do please let us know how the appointment goes. 

Regards
Lee_R

[Traylou]

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@Lee_R wrote:

Hi @Traylou, thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
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, so it is important to reschedule if needed. 
Do please let us know how the appointment goes. 

Regards
Lee_R

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Hi I can't find it, looked in both. 

[Ilyas_Y]

Thanks for the reply @Traylou on the forums. 🙂

As I can see the discussion between you and my colleague from the other day, I would advise you to ask the account holder whether or not the appointment shows up on their end of the MyVM account as their account would be the primary account with any appointment information.

Let us know how you get along.

Kind regards,

Ilyas.

[Traylou]

Hi. Thank you for your reply 

I've found it, 

[Martin_N]

We're glad to hear you have located that. 

^Martin