on 18-01-2023 18:36
Hi there,
My router has been on a red light for the last couple of weeks and the internet has been much slower than normal I have tried calling, checking the network in the area (which is apparently perfect) and reseting the hub a number of times. It seems that I will need a replacement one. How can I go about doing that?
Thanks, Oli
on 18-01-2023 20:18
Please confirm it’s a Hub3 and in normal router mode.
on 18-01-2023 20:45
Hi there @orimoldi, welcome to our forum and thanks for your post.
Sorry to see you are having issues with your hub seeing the red light. Can you please try the following to see if this helps with thing at all?:
• Turn the power switch off on the back of the Hub.
• Ensure the Hub is upright, in a well-ventilated location, and, if at all possible, out of direct sunlight.
• Then use the power switch to turn the unit back on.
The hub should then operate normally, if you still see issues with the hub please let us know. We will be happy to assist further.
Regards
Nathan
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on 18-01-2023 21:14
Thanks Nathan,
Have just tried that and still has a red light and slow internet unfortunately.
any other ideas ?
on 21-01-2023 08:25
Hi Orimoldi 👋, thank you for returning to this thread to keep us updated!
Sorry to hear the hub is still showing a constant red light despite the steps suggested by Nathan above. In order to offer further support I will send you a PM to confirm a few account details and run some additional testing. You can find this in the top right corner of the page in your Inbox. 📩
If needed we can then get a technician sent out to you to check things over and replace the hub if needed! Thanks for your patience in the meantime whilst we get this sorted.
We can return to this public thread with another update when possible.
All the best!
on 21-01-2023 12:07
Hi All,👋 just returning to keep the public thread updated.
Thanks to Orimoldi for PMing with me ✉. I was able to run some additional testing and have booked a technician out to investigate further, and replace the hub if needed.
You can view and manage appointments via your My Virgin Media account here 👉 virg.in/myVM
Hopefully the appointment goes well! Please do return to this thread to let us know if you need any further support.
Wishing you all the best! 🌞