Red light

[philharrison10]

Solid red light on hub3 , have done every check possible over 5 times on the phone and will not send anybody out , the router is out in the open and not heating up , last week virgin media said i will get an email to pick an appointment for a technician to come round and i got nothing , today iv spent 45 mins on the phone going round in circles and for them to say there is nothing wrong with the box and put the phone down on me , how hard is it to replace an obviously faulty box ???  Absolute joke paying every month and cant get any help

[Ashleigh_C]

Hi there @philharrison10 

Thank you so much for your post and welcome to the team, it's great to have you here. 

I am so sorry to hear that you have faced issues with your box and thank you for trying the fixes, we are so sorry that this has not helped the situation.

I do think it would be best to arrange an engineer to come and take a look for us. I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[Ashleigh_C]

Hello again, 

Thanks so much for your private message and confirming your address, I have now booked you a visit for Hub red light – 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 My VM 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