Virgin Media Community

[Joan1957]

Red light came on to the Hub 3 yesterday.  According to the website this means that the hub is overheating.  Contacted Virgin Media and have been told that there is no problem and it should resolve itself in a couple of days. When I pushed them on it that surely the constant red light meant that there was something wrong, I was told that the internet connection was working fine and there was nothing wrong with the Hub3. Also if I wanted a new Hub it would cost me £99.  Eh no I don't think so, I'm already paying more than £100 a month.  I informed them that if it does not resolve itself in the next 72 hours, I will be phoning back.

Is anyone else having this problem?

[Graham_A]

Does the Hub actually feel overly hot?  Is it in a well ventilated position?

[Joan1957]

The hub does feel hot. It is in a well ventilated position, it's in the exact spot that the engineer installed it.  There is nothing near the sides and it is standing upright

[John_GS]

Hi Joan1957

Thanks for posting. Sorry for the confusion here. 

I've contacted your local area manager to see if they can drop a new hub off for you and also look to take the old one

I'll be in touch when I hear back

Kind regards,

[John_GS]

Hi @Joan1957

I've spoke to the field manager, they've advised me to book you a technician visit. 

I've booked the first available slot which you can find out here

Let us know how the visit goes

Kind regards,

[Joan1957]

Thanks John, appreciate your help. Will let you know how it goes

[Emily_G]

Just checking in on how the appointment went?

Let us know, Emily.

[Joan1957]

Appointment went very well. The Hub did need to be replaced so the information that I got from the contact centre was completely wrong. The engineer installed the new Hub and all up and working in no time at all. Thanks for your help

[Emily_G · Accepted solution]

Glad to hear it's all been resolved for you now.

Have a nice day.

Thanks, Emily.