Red power light on Superhub 3

[Kurt_On_VM]

My hub 3 is showing a red power light instead of the usual white power light. It is solid red but the hub is not hotter than 36°C and is kept in open space.There are random drop outs in WIFI connection on all devices throughout the day, but they don't last long.

Hub is in a well ventilated area and nothing is blocking the vent holes on the sides of the Hub.Hub is in Router Mode.

I've tried using a cooling fan, rebooting router, resetting router, resetting to manufacturer setting and replacing power supply with new one from Virgin. Nothing helped, red light stays on.

Called support many times. They struggle getting proper test results and asked me to call in again when WIFI has dropped. Unfortunately, WIFI is back on way before I manage to get through to someone on the customer service line.

The problem started right after I was upgraded from 100 to 500 Mbits which was during this year’s heatwave, but temperatures are now back to autumn level.

[lotharmat]

If it's a red light in Router mode as opposed to modem mode - VM need to swap out the hub asap as it is either overheating or thinks it is due to a faulty sensor!

If it were me, I'd call 150 (or 0345 454 1111) and tell them it is hot - they'll book a tech visit sharpish!

It is sad that offshore CS will only budge on this if you tell them it is hot - but unfortunately until proper training filters down - this is all we've got!

[Kurt_On_VM]

Many thanks for you quick reply and advise.

When I first called Support the router was very hot but they blamed the heatwave. Then they blamed the power supply (got replacement) and now they say the telemetry is inconsistent.

I will turn off the external cooling fan and see how got it will get and then call in again. Fingers crossed.

[-tony- · Accepted solution]

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@Kurt_On_VM wrote:

Many thanks for you quick reply and advise.

When I first called Support the router was very hot but they blamed the heatwave. Then they blamed the power supply (got replacement) and now they say the telemetry is inconsistent.

I will turn off the external cooling fan and see how got it will get and then call in again. Fingers crossed.

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all excuses - no matter it needs replacing - will flag the thread

[Steven_L]

Hey @Kurt_On_VM,

Welcome to the community and thanks for taking the time to post here on our forums.

I'm sorry to hear of the issues that you're having with your hub at the moment, I have been able to locate your account and can see that your hub needs to be replaced.

I can book the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.

Please look out for the private message and we can get started.
 

Regards,

Steven_L

[Steven_L]

Thanks for coming back to me @Kurt_On_VM and confirming your details via private message.

I have arranged for the appointment and you can find all the information that you need about this on your online account by clicking My Account and Track Your Order.

Regards,

Steven_L

[Kurt_On_VM]

Again, thank you very much For sorting this out so quickly, Steven.

I will track my order over the next 24 hours until it shows up on my account.

[Steven_L]

You're very welcome @Kurt_On_VM and please do let us know how the appointment goes, if you get the chance to do so.

Regards,

Steven_L