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Hub box issue

Joining in

Can anyone tell me why the light on my hub is showing red and not white please?  This has been going on for 5 days.  I have contacted Virgin many times and have been sent messages in how to fix the issue.  I followed instructions but no change.  Then I was told there was an outage and they would have it fixed last Sunday.  Still no update.  I can’t access my TV package on the Virgin Media input but can on Tuner 2 (HDM 4).  I’ve been holding for 20 minutes to speak to someone today but gave up.  Apologies I’m not very tech savvy!