Valerie display "i" is red, text display and the other two icons are blank

Go to solution
Pluto
Contributor

‎08-28-2022 05:51 PM

I noticed recently the display on my Valerie was blank and the three icons next to it, which had been illuminated in white, now have only the "i" icon visible in red.

Resetting, or unplugging, the modem has no effect on the state of the display, although on boot up the text field does briefly show "Connected to Internet" before it disappears.

The Interent and WiFi are performing as expected.

Has anyone else seen this? Is it a hardware fault with the modem display? Any suggestions?

Thanks!

0 Likes
1 ACCEPTED SOLUTION

Accepted Solutions

Go to solution
Pluto
Contributor
In response to VirginPlusAntgio

‎09-06-2022 03:36 PM

I did try the Virtual Repair Tool several times and when it worked (which sometimes it was unavailable) it showed no issue; even though the modem was frequently in the process of doing one of its random speed tests. In the end, that was the problem. Valerie would intermittently perform random speed tests that slowed down, or stopped, access to the internet. I chatted with L1 support and Arlene forwarded me to L2 where Jin soon determined that it was a hardware fault with the modem. He arranged for an exchange at a local store. I installed the new(?) modem and there's been no issues at all for the past week. Fingers crossed! But kudos to VirginPlusAntgio and Virgin's L1 and L2 support for their fast and friendly response in arranging the Valerie replacement.

View solution in original post

2 REPLIES 2

Go to solution
VirginPlusAntgio
Moderator

‎08-30-2022 11:41 AM - last edited on ‎07-04-2025 08:11 AM by

Hey there @Pluto ,

Welcome to the Community and interesting question.

We're glad to hear that everything is working, generally speaking when seeing the "i" button in red, it would lead us to believe that there's an issue with the service or modem.

If you haven't already, check out the Virtual Repair ToolOpens in a new tab or window

With just a few clicks, it detects and fixes problems remotely, so you don't have to call support. It's like having your own repair technician - just sit back and let him do all the work.

The Virtual Repair ToolOpens in a new tab or windowwill:

  • Search for service failures in your area
  • check equipment outside your home
  • reboot all your equipment
  • optimize your service settings.

Go to solution
Pluto
Contributor
In response to VirginPlusAntgio

‎09-06-2022 03:36 PM

I did try the Virtual Repair Tool several times and when it worked (which sometimes it was unavailable) it showed no issue; even though the modem was frequently in the process of doing one of its random speed tests. In the end, that was the problem. Valerie would intermittently perform random speed tests that slowed down, or stopped, access to the internet. I chatted with L1 support and Arlene forwarded me to L2 where Jin soon determined that it was a hardware fault with the modem. He arranged for an exchange at a local store. I installed the new(?) modem and there's been no issues at all for the past week. Fingers crossed! But kudos to VirginPlusAntgio and Virgin's L1 and L2 support for their fast and friendly response in arranging the Valerie replacement.