Troubleshoot a slow internet connection
We’ll walk you through the following steps to find out what’s affecting you, so that we can provide the right support.
Troubleshoot a slow internet connection
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?
Troubleshoot a slow internet connection
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 hub
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: Wait for 10 seconds
Leave the power off for approximately 10 seconds.
Step 4: 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 5: Wait for the hub to reboot
The hub 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.
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Troubleshoot a slow internet connection
Step 2: Check for technical problems
Next please test your WiFi speed and let us know your results.
This will tell us if there’s a fault with your equipment that needs fixing, or if there’s something else causing the problem.
How to test your speed
• Make sure you’re connected to your home WiFi network or connected to the modem using an ethernet cable
• Select “Begin test”
• Remember to test on multiple devices where possible to rule out a device issue
• Once the test finishes you'll be shown some stats, make a note of the download speed and answer the question below to continue.
For fastest speeds, we recommend connecting your device directly to your modem using an ethernet cable. The speed of your connection depends on what your device can support.
Troubleshoot a slow internet connection
Step 3: Find the right support
Thank you for trying the first few steps, we’ve found out that:
• The Virgin Media connection coming into your address is working fine.
• Your WiFi signal is operating correctly with download speeds of over 100Mbps.
The next step
Now that we know the connection we’re providing is working, the next step is to check if there’s something in your home that’s causing a problem. You can do this by following the advice in our guide to fix and improve your WiFi.
This guide may include steps that we’ve taken you through already, so go ahead and skip those ones.
Troubleshoot a slow internet connection
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?
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 a slow connection
• You’ve tried a hub reboot
• You’ve checked your download speed and it’s less than 100Mbps
• You’ve checked your service and there are no known faults in your area
Time to give us a call
• You can speak to us on 1908
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.
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.
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 a slow connection
• You’ve tried a hub reboot
• You’ve checked your download speed and it’s less than 100Mbps
• You’ve checked your service and there are no known faults in your area
