SuperHub 3 Solid Red Light

[GeordieJam]

Hi,

Our Superhub 3.0 has been showing a constant solid Red light for months now. At first there were no connection issues so I just left it. However my wifi connections are very temperamental now and some things do not connect at all. Checked online forums and keep seeing that this may be an overheating issue which can affect performance. Hub feels a little warm to the touch but certainly not hot and it is not in Modem mode. I have telephoned Virgin Customer Services multiple times trying to maybe get a replacement hub or an engineer visit but I keep getting fobbed off with "just reboot the device and wait 24hrs" which I have done god knows how many times. My Wife is starting to worry about it catching fire through the night now though, especially with us having two small children, so I am having to switch it off till morning. Surely something can be done?? Any advice or solutions would be greatly appreciated.

Thanks

[Carley_S]

Hi @BRISTOL86

Thank you for confirming this for us. I can see that you have been in contact with us and have advised the light was due to the router in modem mode. I can see this is still the case. Are you able to change to router mode or pin hole reset the router to remove any customisation and return to factory settings. Please let us know the colour of the LED once your hub is in router mode and we'll check this at our side and investigate further. 

[BRISTOL86]

Thanks Carley. That’s the plan for the weekend, we are both working at home today and tomorrow and need no unexpected hiccups with service so I’m loathe to do anything before then. 

But from what I read, the light should be magenta, not red, in modem mode. I can’t remember the light configuration when the hub first went into modem mode but it definitely wasn’t solid red….

Will report back after some experimentation on the weekend!

[Ayisha_B]

Hi @BRISTOL86,

Please do keep us posted with how you get on over the weekend so we can offer further support if needed 🙂

[RChivs]

Hi,

I’m having the same problem here and have tried suggestions in this chain of messages. Back to solid red light having switched hub off for a while. Not hot to touch and sitting in ventilated space (not in sunlight). Have also done pin hole reset but not resolved. Wifi is patchy - devices stay connected but sometimes work and sometimes can’t load anything.

Can someone help get this fixed?

[jaywas]

Hi

I too am having the same red light issue.

Having read through this thread, im a bit worried regarding the overheating issue.

I have tried all the suggestions but light is still red.

Its fairly warm to the touch at the top of the hub, but cooler nearer the base.

Wired internet is fine but wifi is intermittent, though its ok more than not.

The hub is sat on a corner unit in the open as pic(the light IS red btw)

Any urgent help with this pls?

Many thanks

Jay

[BRISTOL86]

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@Ayisha_B wrote:

Hi @BRISTOL86,

Please do keep us posted with how you get on over the weekend so we can offer further support if needed 🙂

---

Hi Ayisha

I’ve finally got round to trying back in router mode. When I have the hub in router mode the light is a solid orangey colour. Not red and not white but somewhere in between. 

But I can’t leave in this mode due to the horrendous performance of the router itself, the wifi is unuseably bad in any other room than the one the router is in.

So it’ll be back to modem mode. The router feels constantly warm bordering on hot to the touch in both modes.

Martin

[Natalie_L]

Hi @BRISTOL86 , @RChivs and @jaywas

My apologised for responding to you all in once message but to avoid delays confusion I thought it would be best.

I am going to pop you all over individual private messages to grab a few more details in order to check your accounts and provide further support. The message will be available via the purple envelope on the top right of this page. 

Whilst we look in to this, can you please ensure you are powering down your equipment overnight and when leaving the property unattended. 

Thank you,

[tomaird]

My SuperHub 3 seems to be suffering the same issues. Solid red light all the time.

The hub is in a well ventilated open space, not in direct sunlight.

I've tried restarted it at the power source several times and the red light persists.

Can anyone help?

[John_GS]

Hi @tomaird

Thanks for posting and welcome to the community. 

We'll need to send you a tech out as the red light indicates a new hub needed.

I'll PM you now to confirm the address etc

Best,

[John_GS]

Hi @tomaird

Thanks for joining me on PM. Just to update the thread, the technician visit for the red light on hub has been booked in. This will be viewable in the online account - virg.in/myVM - where you can amend/cancel it if needed.

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