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Router Hub is constant red light + outages

AliS1970
Joining in

Hello all

So i have been with virgin for some time now and i havent had any issues until 2 months ago when my router hub began to have this constant red light which bothered me and tried to fix it but never was able to fix it. I tried to reset it multiple times. shut the entire internet off overnight. 

After sometime my internet began to have outages during the day sometimes and i am unable to open simple apps on my phones. These outages are becoming more persistent and takes a long time before it becomes online.

I have looked at other posts and have seen that this is a overheating issue. the router is in a well ventilated area away from any sunlight away from any devices nearby. 

Im kinda stuck, any help would be highly appreciated 

3 REPLIES 3

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @AliS1970,

Welcome to our Community Forums! Thank you for your post and I'm sorry to hear that you're seeing a red light on your Hub and are impacted by an outage! 

I've taken a look at our systems and I can see that there's an outage in your local area impacting your TV services only. The current estimated fix time is showing as Monday 24/07/23 at 12pm. 

However, a red light on the Hub can mean that there's an internal fault with the Hub, or that the Hub is overheating. If your Hub is warm to the touch or smells like burning, please unplug the Hub from the mains as this could be a potential fire hazard.

In order to have this issue rectified, I'll send you a Private Message to confirm a few details. Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.
Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @AliS1970,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your red light issue – you can check and amend the date and time of your appointment via your online account.

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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @AliS1970,

Thanks for coming back to me via Private Message. I'm glad to hear that you're happy with the date and time of your appointment.

Please let us know how you get on and if you need any further help or assistance! 😊

Thank you! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs