Virgin hub 3 solid red light and.inconsistent speeds

[richardgard08]

Hi all

As per the title I have an issue with a solid red light on our hub 3.

It appears to be the source of intermittent drops in download speeds. I often pick up results of approx 150 Mbps then randomly have spells when it drops to around 10Mbps. I'm also experiencing messages from windows WiFi manager stating I'm ”connected ” but ”no internet".

The hub doesn't feel particularly warm and has a good air flow around it. I have tried powering off, pin hole resets etc but the intermittent performance and solid red light remains.

Can anybody advise or assist?

Many thanks

Richard

[Tudor]

Red LED is possibly overheating and the hub will need replacing, if has probably nothing to do with your other issue, but until the hub is replace that issue cannot be persuaded. Please do a pin hole reset on the hub and report back the LED colour when it comes back up.

[Sabrina_B]

Hi @richardgard08 👋.

Thanks for reaching out to us. Apologies for the red light issues that you are having. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[Sabrina_B]

Hi @richardgard08 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for red light issue – you can check and amend the date and time of your appointment via your online account.

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.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina