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Red light router 3

Mickeymac
Joining in

Hi I have a constant red light on my router 3. I've unplugged and restarted many times, but always return to a steady red light. 

I've worried because the posts all say there is a risk of overheating, and also because I'm online all day for professional reasons so can't afford an outage.

How do I request a new hub, or technician visit to sort this out ?

Thanks, Michael

 

 

 

 

2 REPLIES 2

Kath_F
Forum Team
Forum Team

Hi Mickeymac, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're very sorry to hear you're having some issues with your Hub 3 displaying a red light. Just to double check, is the Hub currently in modem mode? If so then the light will be a magenta colour but can look quite red at times. This is perfectly normal and nothing to worry about. 

As the red light still shows after doing a restart, we can arrange an engineer to visit to swap out the Hub. I just need to confirm the address to move forward on this.

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Kath_F
Forum Team
Forum Team

Hi Mickeymac, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment (avoiding the times you've mentioned in your message). To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, 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.

Let us know how the appointment goes. 😊

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs