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Virgin Media Hub light is constantly red - but everything seems to be working

Joining in

My hub is constantly showing a red light.  I called the helpline and they did a 24 hour test on my hub which did not show any connection problems.  The only issue I notice is when I play PS5, I get latency issues which ruins the game experience.  I have tried shutting everything down and switching off and doing the reset more than once, but each time it returns to red after the reload - I can see this has happened to other people and it is recommended that a replacement hub should be installed.  Getting this done is hard as the call centre always want you to jump through loads of useless hoops.  What should I do please?  


Super solver

You need a replacement hub. Maybe the VM forum team can facilitate. 

Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thanks for your reply, I will see if the forum team come back to me and get this sorted out without having to go through the call centre again.  I assumed this would be the case.  

Forum Team
Forum Team

Good Afternoon @wendykim1, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the solid red light on the hub.

I'll need to take a few details from you, to ensure that we can issue a hub replacement for you.

Check out the envelope in the top right hand corner for a private message from me.

Kindest regards,