M1oo Red light wont stay white /green

[alanwatson02]

We have a red light on our  box  and its been like it for quite a while we contacted virgin who say nothing wrong with it.  but our connection keeps dropping and we can not connect to our booster or google home hub rendering it useless  through research it seems  the red light means it is overheating and a fire risk . We have tried the turning it off for a night and doing a reset but still it ends up being red / orange but virgin will not do any thing at all my partner ended up putting phone down on them  we are in contract for another year can any one  advise please ?

Thanks in Advance:

[jbrennand]

What "box" are you referring too - is it a Hub3 ?

[alanwatson02]

indeed yes it is 

[Paulina_Z · Accepted solution]

Hi @alanwatson02,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that your Hub 3 is showing a red light. 

A red light on the Hub can indicate that the system is overheating. If you notice a burning smell or if the Hub is hot to the touch, please unplug it from the mains as it could be a fire hazard. In order to help resolve this issue, I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you! 🙂

[alanwatson02]

The light has always been a whitish colour but we noticed a couple of weeks ago it changed to red when we couldnt get  connected to our wifi extender or google , and our google lights and tv stopped working : also im a gamer of world of warcraft and i keep getting a high latencey and disconnects : i did a check on the hub and it says all our devices have a low signal including my phone which is sitting next to the hub my computer is wired and get  disconnects but like i said VM says no problem there end !

[alanwatson02]

Hi and Thank you i have replied

[Paulina_Z]

Hi @alanwatson02,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your Hub showing a red light issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @alanwatson02,

Thank you for coming back to me via Private Message and confirming that you're happy with the appointment time and date. 

Please keep us updated on how your appointment goes and if you need any further help.

Thank you.

[alanwatson02]

UPDATE : Some one called us today and tested the line and we went through a few things like resetting ect they have said the signal is going in but not coming out and a new box is possibly required but since doing all the resets we now have no wifi at all 😞 .  so hopefully a new box on Thurs at Appointment will keep you updated