If that's a solid red light on the hub and it's getting warm then it sounds like it is faulty.
Have you tried rebooting the hub to see if it makes any difference, if it doesn't you will need to call 150 from your Virgin phone, mobile or landline, or 0345 454 1111 to report a fault, or you can wait here for a member of the forum team to respond, usually takes 2-3 day's.
When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.