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Philip111
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Hub 3 red light

Had the modem for over 5 years. No issues until last month or so but now service is degraded. Permanent red light now but not hot and nothing has changed. Checked it is set to router and not modem only. Power cycled and factory reset but still with red light. I believe modem is faulty and hope moderators can arrange for a replacement. Thanks Philip 

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SteNix2020
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Re: Hub 3 red light

Staff should pick this up in a day or so. If not you can call it in but have seen better outcomes on here.

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nodrogd
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Re: Hub 3 red light

This is a health & safety issue that needs dealing with urgently.

Thread has been escalated for a priority response.

VM BB TV Landline PAYG mobile. Freeview/Freesat HD, Tesco Mobile. Customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Zach_R
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Re: Hub 3 red light

Hi @Philip111,

Thank you for your post and welcome to our community forums. We're here to help.

I am really sorry to hear that you're having some issues with your router and its connection recently. To clarify, are you saying that the router is now hot or that it isn't hot? Not sure if that was an unfortunate typo so just wanted to make sure before we proceed any further.

Thanks,
 



Zach - Forum Team


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lotharmat
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Re: Hub 3 red light

Well the hub thinks it is..

Ignoring it is like ignoring a brake warning light on your car - The brakes may be fine or they could have failed and you could crash!

Either the hub is fine or it is about to overheat and burn the house down - you'll never know! - This is why the hub needs replacing!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Philip111
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Re: Hub 3 red light

Thanks for getting back to me. Hub still shows red light. Slightly warm to touch but nowhere near hot. Power supply brick cool. Overall service ok but degraded compared to previous experience; ie drop outs, etc. Makes me suspect Hub has had a partial failure in some components due to age. 

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Lee_R
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Re: Hub 3 red light

Hi @Philip111 thanks for getting back to us.

I would like to take a closer look.  I am going to send you a private message.

Regards


Lee_R

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Molly_G
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Re: Hub 3 red light

Hi @Philip111,

 

Thanks for confirming your details with us. Further checks have diagnosed issues with your downstream and upstream levels meaning an engineer appointment is needed.

This is booked in and you can check this via your online My VM Account where you can also edit the date/time if necessary.

 

Keep us posted!

Molly_G
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Philip111
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Re: Hub 3 red light

Many thanks for letting me know. Regards Philip 

Philip111
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Re: Hub 3 red light

Just to confirm that the engineer visited as expected. He said the levels are ok but the hub was failing due to age (probably). He replaced it with another and service seems fine since. Many thanks to everyone here for their help. Much appreciated. I have one extra question. The new hub has a new WiFi ID and “passphrase” as I expected. The passphrase looks random and hard to guess so I am using it for now. If they are actually vulnerable I will change ASAP but I am rather busy at the moment. 
Regards, Philip