Red light

[Miles4]

Hi there my router has a red flashing light and the incoming white box on the wall has a red light at the same time of day for the last 3 days and it is really starting to bug me now why is it doing it almost like clockwork and how do I fix it 🤬🤯

[Kath_P]

Hi Miles4, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're very sorry to hear you're having some issues with your Hub 3 displaying a red light. Just to double check, is the Hub currently in modem mode? If so then the light will be a magenta colour but can look quite red at times. This is perfectly normal and nothing to worry about. 

If it's not then please follow the below steps: 

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

If the red light still shows after doing the above, pop back here and let us know. We can then arrange an engineer to visit to swap out the Hub.

Thanks, 

[Miles4]

Sorry forgot to say I have a Hub 5 if that makes a difference and it is nowhere near sunlight upright, and in a very well ventilated room 

[Kath_P]

Thanks for confirming that for us Miles4. 

I've had a closer look at this for you and can see there is no fault in the area affecting you. The signal and power levels to the hub are also optimal. I can see there is a very high number of disconnections being recorded though. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi Miles4,

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment on a Saturday as requested. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

[Miles4]

Okay, no problem so what if when the engineer comes out it’s working we still be able to find out what the problem is Because when I went to bed yesterday, it wasn’t working and this morning it was so it’s very on and off

[Kath_P]

The engineer will have a history of the performance and I have advised in the notes that it is an intermittent issue. 

There isn't any other action we can really take from here I'm afraid. Over the next few days, it may be worth keeping a note of the times you notice it disconnects too. 

The engineer will check the hub, the internal cables, the cabinet and external omni box too. 

Thanks,