Solid Red Light on Hub

[Shazmatt]

There is a solid red line on our Hub Box, it is stored in an open space and currently working ok but worried now that the line has gone from white to red!

[Molly_T]

Hi Shazmatt, welcome to the community! Thank you for posting. 

Sorry to hear about the red light on your hub - depending on which type of hub this is, it can be an indication of a connection issue.

Are you experiencing any connection issues?

Have you checked for an outage in your area here: https://virg.in/servicechecker or by calling 0800 561 0061?

You can also check for any issues with your equipment here: https://virg.in/myvmapp are there any issues showing with your hub?

Following this we may need to send you a PM to confirm a few account details so we can investigate further and offer additional support. 

All the best! 

[Shazmatt]

Hi Molly

I have checked everything suggested and the red light is still on the front, I even turned it off all day, the light goes green when starting up but then goes red again.

[John_GS · Accepted solution]

Hi Shazmatt

Thanks for coming back to us and confirming that has been done.

I shall send you a PM now to assist further.

Best,

[John_GS]

Hi Shazmatt

Thanks for joining me on PM and allowing me to book in the visit for your red light on the router issue.

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

Let us know how the visit goes.

Best,