on 11-09-2022 16:50
I have a solid red light on my hub. All cables checked and box has been reset. Internet connection is fine. The hub is in an open space and shows no signs of overheating. Do I need a replacement box?
Answered! Go to Answer
on 12-09-2022 13:20
Thanks so much for your private message and confirming your address, I have now booked you a visit for broadband issue – 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 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.
on 11-09-2022 16:53
on 11-09-2022 16:57
@jbrennand wrote:
What Hub model is it. On the base sticker.
It's a 3.0 hub
on 11-09-2022 17:18
on 11-09-2022 17:23
Do they get in touch direct with me on these sort of things? Cant see anywhere where I can post a technical issue query directly to them.
on 11-09-2022 17:30
on 11-09-2022 17:32
Hi @KevR616
Welcome to the community forums 🙂
Sorry to hear you've got a red light warning on your router. Checking the systems at our side I can see that your power levels on your upstream are out of spec, this will need an engineer to attend to investigate further. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
on 12-09-2022 13:20
Thanks so much for your private message and confirming your address, I have now booked you a visit for broadband issue – 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 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.