Hub 3.0 showing a red light and overheating

[User9999]

Dear Virgin Team,

Our router (Hub 3.0) is showing a red light.

The router is very hot, so we are a bit concerned about a fire hazard.

I switch it off at night and when we go out.

I followed all the instructions in the forum: switching it off for a while to cool down, soft resetting, and hard resetting by pressing the router reset button. The router is well ventilated, and it has been in the same place for over two years with no issue.

I would appreciate it if you could be replaced as soon as possible.

Regards,

Ivan

[Ashleigh_C]

Hi there @User9999 

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

I am so sorry that you have experienced this issue with your service and thank you again for your post. 

I do think it would be best to get an engineer out to take a look at the Hub and replace it if needed, I will pop you a PM now so we can arrange this.

Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Ashleigh_C]

Hello again @User9999 

Thanks so much for your private message and confirming your address, I have now booked you a visit for the red light on your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 My VM 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