Get back online
We’ll walk you through the following steps to find out what’s affecting you, so that we can provide the right support.
Get back online
Step 1: Try a reboot
9 times out of 10, this fixes the problem.
For all issues we recommend a reboot. Sometimes modems can get stuck and a reboot can get them back online, resolve slow speeds or clear any interference. Even if a reboot doesn’t work it gives us a clean slate approach to troubleshooting.
Did this work?
Get back online
Step 1: Try a reboot
9 times out of 10, this fixes the problem.
For all issues we recommend a reboot. Sometimes modems can get stuck and a reboot can get them back online, resolve slow speeds or clear any interference. Even if a reboot doesn’t work it gives us a clean slate approach to troubleshooting.
How to reboot your hub
Step 1: Look at the back of your modem
Turn your hub around so you can see where the cables connect into it.
Step 2: Turn the power off
Turn the black power switch into the off position. The switch is in the off position when the ‘O’ symbol is pressed in.
Step 3: Check your ONT or outlet box
If you have an outlet box or ONT box (white box on the wall) that has lights on it make sure they are both green.
Step 4: Wait for 10 seconds
Leave the power off for approximately 10 seconds.
Step 5: Turn the power back on
Turn the black power switch back into the on position. The switch is in the on position when the 'I' symbol is pressed in.
Step 6: Wait for the modem to reboot
The modem can take up to five minutes to get completely connected again. The connection is back up and running when the hub light is on and showing a solid white colour.
Did this work?
Get back online
Step 2: Let's check your devices and if you are part of an outage
Most homes have more than one device that connects to the internet, for example smart phones, laptops, tablets, or TVs.
Let's check all the devices to see if they are all offline or it's just one device.
Why not use our Connect App and check them all at once?
Is this affecting all your devices?
Save time and use the Connect app to check your devices
Once inside the app go to the devices tab to see all the devices that use your internet connection, and whether they are currently online.
Get back online
Step 4: Find the right support
Thank you for trying the first few steps, we’ve found out that:
• The problem is affecting a single device, and rebooting that device did not help.
• The Virgin Media connection coming into your address is working fine with all your other devices.
The next step
Now that we know the connection we’re providing is working, and it is a single device that is experiencing problems the next step is to troubleshoot your device.
You can find some general advice in our guide to connecting devices to your WiFi. Or for more targeted help we recommend that you visit the website for the device manufacturer.
Get help from an agent
Let’s get you some help
Thank you for trying the first few steps, we’ve ruled out some possible causes and the next step is for you to speak to an agent.
The agent will ask some questions and run some tests to get you back online.
Here’s a reminder of the steps you’ve taken so far:
• You’re experiencing no connection on all devices
• You’ve tried a hub reboot
• You’ve checked your service and there are no known faults in your area
• You’ve have checked the devices in the connect app
Time to give us a call
• You can contact us on 1908
Let's check is there an outage in the area
Step 2: Check for technical problems
Check the service coming into your address.
This helps us determine if it’s a fault with the Virgin Media services in your area, or if it’s the service within your home.
TV
Status checked:
00:00
No Issues
We hope to have this fixed by:
00:00
Homephone
Status checked:
00:00
No issues
We hope to have this fixed by:
00:00
Mobile
Status checked:
00:00
No issues
We hope to have this fixed by:
00:00
Find your account number on your purchase confirmation email. Try searching your inbox for “email subject line” from “virgin media”.
Can’t find your account number? Sign in or contact us on 1908.
Is there a fault in your area?
Confirmed outage in area
Please wait until outage is resolved!
This means that the Virgin Media service coming into your home is temporarily interrupted, which is likely to be causing the issues you are experiencing.
You can use the Connect app to see an up to date service status, and get back online as soon as possible.
Quickly check with our app
Did you know you can see all devices connected to your WiFi in the Virgin Media Connect app? A quick check in app will show you any known faults with any of your services.
Use your My Virgin Media username and password to sign in to the app.
Don’t have an account? Sign up now.
You fixed it
Great!
We’re so happy that the reboot solved your internet problem. This is often the solution, and always worth trying first, no matter what equipment you have or who provides your service.
A tip for next time
Did you know you can see all devices connected to your WiFi in the Virgin Media Connect app? A quick check in app will show you any known faults with any of your services.
Use your My Virgin Media username and password to sign in to the app.
Don’t have an account? Sign up now.
