Hub3 Solid Red Led Light no internet connection

[Menorthern]

Hi, 

I am having an issue with my Hub3 in modem only mode, it has been working fine in its current location but today has now stopped working and is showing a solid Red Led on the front.

I have run the online tests via my iPhone which all say the Hub3 is working correctly, but I have no connection to the internet via my LAN network. The router I have connected to the Hub3 show an external IP address but no internet access.

The information on the forums seems to suggest the unit has over heated and stopped  working, but this only happened late in the day.

I have rebooted both a number of time but still no change, I have had a similar issue before when I was using a Hub3 as the router and the engineer who came out advised I had “burned the unit out due to very high use / constant high traffic”.Then then advised (after installing a new Hub3) I would be better to use it in modem only and use a 3rd party router, which has now worked fine since.

If this is indeed the same issue please can you arrange a replacement, or better to be sent out to my home as this will be the 4 or 5 unit that’s failed since having a Hub3 installed. 

[Zach_R]

Hi @Menorthern,

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

I am very sorry to hear you're having some issues with your router lately. Have you checked our Service Status page to see if there are any known area impacting faults that may explain this? You can also check to see what the lights mean on your router here.

Thanks,
 

[Menorthern]

Hi Zach,

Service in my area is showing “No issues” and the LED showing Red only tells me the hub is/was hot.

I’ve had the hub off for over an hour and switching it back on its still showing Red / to hot. 

[Zach_R]

Hi @Menorthern,
 

Thank you for confirming. Have you ensured it's in an open area where the vents aren't covered and it isn't close to another potential source of heat?

Thanks,
 

[Menorthern]

Hi Zach,

Yes, not covered or near other items, been in the same place with no issues near a window out of direct sun light.

Currently having intermittent access comes back for a few minutes then goes off again. Red light still on. 

I’m also unable to login to the Hub via the default 192.168.100.1 as noted to view the information within it

[Richw1982]

Try a pinhole reset to force any updates.  Press and hold reset button on back for 15 seconds then release for 5.  Repeat this 3 times and wait 10 mins for it to load back up.  If it works it may only be a temp fix, but will get you by until someone can come out.  Out of interest when they swaped the previous hubs, did they also swap the PSU?

[Menorthern]

No they only swapped the Hub over and installed a inline filter to the cable on the back of the hub.

[Richw1982]

Just wondering if the PSU is faulty and burning the hub out.  I've never known one to go due to excessive use haha.  Low levels possibly but not usage 

[Menorthern]

I’m only repeating what the Virgin engineer told me, I only use it have know ideas how it all works 🤣 all I know is this will be number 4 I’ve had issues with. They did replace everything before just the last time was only the hub due to the short amount of time from there last visit as it was the same engineer that came out which is when I was told I was running it to hard 🤷🏻.

All I know is I’m having issues again and would just like it to work as intended so having no internet stops being my issue at home. 

[Akua_A]

Thank you for the update @Menorthern.

Have you been able to perform the reboot as suggested by @Richw1982. Is the issue ongoing?

Please get back to us when you can.

Thanks,