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Yellow light hub 3 no WiFi

Hi,

I’m without WiFi since this morning. I’ve been through the circus rights that are the Virgin site and the app to no avail. 
My Hub 3 is displaying a solid yellow base light and I’ve got no internet with work deadlines looming. How do I call an engineer out or get a new Hub sent out?

 

 

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Alessandro Volta
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Message 2 of 11
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Re: Yellow light hub 3 no WiFi

Which of these is it doing: https://www.virginmedia.com/help/virgin-media-no-wifi-connection-hub3

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Message 3 of 11
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Re: Yellow light hub 3 no WiFi

Yellow power light is on

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Message 4 of 11
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Re: Yellow light hub 3 no WiFi

Have you done a pinhole reset?

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Message 5 of 11
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Re: Yellow light hub 3 no WiFi

Yes I’ve done the pinhole reset

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Message 6 of 11
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Re: Yellow light hub 3 no WiFi

I'll flag this for the forum staff.  The Yellow Light Of Doom even after a reset usually means the hub is kaput, and you'll need a new one.  The forum staff can get that sorted for you, and it'll be just as quick but a whole lot less stressful than trying to contact VM by phone.  But it may take a day or so for them to pick up and respond due to high workload at the moment. 

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Message 7 of 11
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Re: Yellow light hub 3 no WiFi

Unfortunately it'll probably take a few days, even a week to get a new hub, so if you've got work deadlines coming up, then your options are to use a phone as a mobile hotspot (and if needed and possible, temporarily increase the data allowance?), which if the signal's OK can often be fine for general work requirements.  Or, if your neighbours are near enough and nice enough, you might ask if you can use a guest wifi connection on their internet.

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Message 8 of 11
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Re: Yellow light hub 3 no WiFi

Thank you, I’ll try my phone and will await a response from a Virgin staff member re a new hub replacement. Thank you again.

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Forum Team
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Message 9 of 11
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Re: Yellow light hub 3 no WiFi

Welcome to our Community forum ffookeer and sorry to hear about your WiFi and yellow that's affecting your internet usage. I've managed to find your details using the information we have on here and can see that there are some high upstream and low downstream power levels on a few channels which will require an engineer visit. I've booked the visit for the soonest available date and you may find the details via your online account  where you can re-arrange it if necessary. I'm aware that you may have deadlines but you can also check via your online account to see if there are any cancellations.

 

Thanks,

 

Lisa

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Message 10 of 11
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Re: Yellow light hub 3 no WiFi

Hi Lisa,

 

Thank you. I cannot seem to find the engineer visiting time on My Account can you help please?

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