Virgin Media Community

[Dieghen]

Hi, It’s been 3 months that my hub is displaying a steady red light. Still have connection on my devices as long as I’m close to the hub. I’m living in a small flat so I can’t explain why I need to use my 4g connection when I’m not in the living room.

I tried multiple times to phone customer service and they keep saying they can’t see any issues from their side and keep pointing out there are connectivity issues in my area, which it sounds a bit like an excuse as when I ask more details on that they end up saying it’s not their fault but not actually explaining what the issue is. 

Only today, after another hour wasted on the phone, I decided to explain my problem on this community forum as I’ve seen a lot of people with the same issue I’m experiencing.

please help 

I tried multiple times to reboot the hub, disconnecting all cables and plug them in again making sure they are tight but nothing seems working. 

appreciate if someone can help with this

many thanks in advance

[Nathan_B]

Hi there @Dieghen 👋 Welcome to our forum and thanks for your post 😊

Sorry to see you are having issues with the hub and it showing a red light. We can certainly understand the frustration with you not getting the help needed for this 😔 We will be more than happy to assist with getting your connection back up to speed.

As you have mentioned that you are seeing a red light on the hub, can you please follow the steps below:

• 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. 

If you are still seeing issues with the hub after this, please let us know. We will be happy to help further.

Regards

Nathan

[Dieghen]

Hi Nathan!!

thanks for you’re reply! Unfortunately I have done everything you suggested and still experiencing the same issue.

can you please help me 

regards 

Diego

[Zach_R]

Hi @Dieghen,

Thank you for giving that a try. It's a shame to hear that it hasn't helped.

I'm going to send you a private message in a few moments. Please respond to this when you can and we'll go from there in getting this sorted.

Thanks,