Virgin Media Community

[Chadders17]

Ever since the engineer left, the hub shows an orange light, not white power light, also the app won’t connect to the hub. I have tried the pinhole reset, but it’s still the same?

[jbrennand]

Is the Hub/connection working as it should?

[Chadders17]

Not sure, download seems a bit slow at 89mbps, and Wi-Fi patchy

[Kain_W]

Thanks for the response there,

Can I ask whether that 89mbps reading is from a wired connection?

Thanks,

[Chadders17]

Yes

[Zach_R]

Hi @Chadders17,

Thank you for confirming. If you haven't done so already, can you please follow the below steps?

• 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 now operate normally.

If after following the above steps you're still being presented with an orange/amber or red light, please respond to the private message that I'll send to you shortly so we can investigate further.

Thanks,
 

[Zach_R]

Hi @Chadders17,

Thank you for getting back to me via private message so promptly.

As discussed, I've arranged for a technician visit to go ahead. I'm unable to confirm the date/time of the booking publicly, but you can check and manage/reschedule the appointment if needed via your My Virgin Media online account.
 

Let us know how it goes.

Thanks,