Hub3 needing replacement, will I get another hub3?

[changhau]

M250. My superhub3 has had a red light (overheating issues) since last year but hasn't given me any trouble. During the heat recently I noticed the internet drop out a couple of times and it might be co-incidence but as soon as I blasted it with a desk fan everything came back and its been fine since.

If I phoned up for a replacement will they just send me another hub3 or will I get something else (Hub4?) or will I have to have an engineer visit?

Lastly I hear hub5 is having problems with modem mode, is hub4 ok with modem mode?

Thanks guys.

[nodrogd]

Anything below 1Gb services will be a replacement Hub3, which will be a tech assisted swapout. As these hubs get older the LED driver circuit can fail on the green side, resulting in red showing constantly on the base light. As such, any red indication should be treated as a case for replacement.

[Matthew_ML]

Hey changhau, thank you for reaching out and a warm welcome to the community I am sorry to hear you are having a red light issue.

If your hub was faulty as mentioned it would be just the same hub you would get.

Please try these steps for us; 

• 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.
   

I will also send you a DM now.

[LC89]

Hi Matt, I am having the same issue as above and have tried the steps that you mentioned but the hub is still showing the red light. Could you please DM me and advise how I can order a replacement please?

[Zach_R]

Hi @LC89,

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

I'm very sorry to hear that your Hub 3 is also showing a solid and constant red light. If you haven't done so already, please follow each of these 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 the issues remain after following the above, please respond to the private message that I'll be sending your way shortly and we'll investigate further from there.

Thanks,
 

[TheBeardedEgg]

Hey Matt

i also have the red light, and have run all the tests/fixes suggested, yet nothing has changed. 

how would I go about receiving a (new) replacement hub?

Many thanks

[Tudor]

@TheBeardedEgg please raise a separate post. It becomes very difficult to see who you are answering when people dovetail onto existing posts.

[Beth_G]

Hi TheBeardedEgg

Welcome back to the Community Forums.

I'm sorry to hear you also have a red base light on your Hub. I'll drop you a PM now so I can look into this further with you.

Thanks!

[Zach_R]

Hi @LC89,

Thanks for getting back to me via private message. I'm glad that were able to address your concerns.

Please do let us know if there's anything more that we can help you with.

Thanks,