Virgin Media Community

[JohnMcG2]

I have a permanent red light on the front on my hub 3.

I phoned customer services, the first agent said switch off for an hour and it will be ok, despite the forum saying it is and overheating issue. I did this and the light came back on.

I phoned back, another agent said the red light is not an issue. I asked for email confirmation of this as I'm worried an overheating issue presents a fire hazard. She refused to do so.

What is the correct position with a red light on the hub?

[Jonny-M]

It's overheating:
https://www.virginmedia.com/help/broadband/virgin-media-wifi-not-working
(Expand the "Understand what the lights mean on the WiFi Hub" section)

Not surprised the phone support are clueless. Wait for VM staff to pick this up and arrange a hub swap.

[nodrogd]

This thread has been escalated for a priority staff response. The red light issue is a known problem with a batch of hubs, but as this may mask a real overheat problem they are being swapped out anyway.

[Zach_R]

Hi @JohnMcG2,

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

I'm really sorry to hear that you're facing some issues with the router displaying a red light. When this occurs, we ask for customers to perform the following 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 issue remains after performing those steps, please respond to the private message that I'll be sending to you shortly and we can have a closer look.

Thanks,
 

[JohnMcG2]

I have done these steps repeatedly asked still have the red light at all times.

[Zach_R]

Hi @JohnMcG2,

Thank you for getting back to me via private message. As discussed, due to the issues you're experiencing I've arranged for a technician appointment to go ahead.

I'm unable to confirm the date/time of the booking publicly, but you can check and manage/reschedule if needed via your My Virgin Media online account.

Let us know how the visit goes for you.

Thanks,