permanent red light on hub

[mattuk76]

I have had a permanent red light on my hub for some time now and my wifi is not as it use to be. It quite often goes off or isn't a very strong signal. How do i go about getting my router replaced as i have tried ringing virgin but all i ever get is an automated call which is so annoying when all i want to do is talk to a human. can someone please help!

[jbrennand · Accepted solution]

Post up a photo of the light. A VM person will respond soon

[mattuk76]

Permanent red light

As suggested i am posting a photo of the router with red light permanently on.

[Ashleigh_C]

Hi there @mattuk76

Thank you so much for your post and welcome to the forums, it's great to have you here! 

I'm so sorry to hear that you have faced this issue with your Hub! 

Can I ask if the Hub is out and in a well ventilated area? 

Have you also tried a pinhole reset? To do this push a pen into the 'reset' hole at the back of the Hub and hold it in for 20 seconds. Does the light colour change at all? 

Thank you. 

[mattuk76]

Hi ashleigh the hub is in a well ventilated area and i have tried resseting the hub via the pinhole reset several times but no change to the red light. 

Regards

Matt

[Steven_L]

Thanks for coming back to us mattuk76.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[Steven_L]

Thanks for confirming your details via private message @mattuk76.

I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.

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.

Kind Regards,
Steven_L

[Steven_L]

You're very welcome mattuk76 and please do let us know how the visit goes.

Kind Regards,

Steven_L