No Broadband Connection

Troubleshooting Tips

If your experiencing issues with your broadband connectivity there are some simple troubleshooting steps you can take depending on your modem setup.

 

Firstly check the lights on your modem:

 

LED: Downstream

Green, flashing: The router is searching for a downstream frequency on the CABLE connection.

Blue: The router is engaged in channel bonding on the downstream connection.

Off: There is no downstream activity on the CABLE connection. 

 

If the LED Downstream is green flashing or off, please reboot your modem.

 

LED: Upstream

Green, flashing: The router is searching for a downstream frequency on the CABLE connection.

Blue: The router is engaged in channel bonding on the upstream connection.

Off: There is no upstream activity on the CABLE connection. 

 

If the LED Upstream is green flashing or off, please reboot your modem.

 

LED: Status

Flashing: The router’s cable modem is registering with the service provider’s CMTS.

On: The router’s cable modem has successfully registered with the service provider and is ready for data transfer.

 

If the LED Status is green flashing or off, please reboot your modem.

 

LED: LAN 

Off: No device is connected to one of the LAN ports.

Green, steady: A device is connected to one of the LAN ports via a Fast Ethernet (100Mbit/s) link, but is not transmitting or receiving data.

 

When your modem has been rebooted, if the Downstream Upstream or Status symbols remain flashing or off get in touch with our team directly.

 

If you are comfortable enough that the modem is not at fault and that all lights are on and stable, we can start checking internally. 

 

Are you connected via Wifi or Cable?

 

Cable:

1: Are all devices offline? Please reboot one device and see if this brings you back online. If the device comes back online please reboot all devices.

 

2: Please check if you have an Internal Switch: If you are using a Switch device please restart the Switch and then try your connection again. If you’re still experiencing issues, move to step 3 which explains how to bypass a switch/router.

 

3: Switch/Router -> if you are using a switch or router please unplug the device from the Virgin modem. With a network cable attach your device to the modem directly and check for an internet connection. If there is no connection either via Wifi or Ethernet get in touch with our team directly.

 

4: If all devices remain offline and your modem status is normal, please contact your IT partner.

 

Bridged Modems

1: If your modem is bridged this means you are using an internal device like a firewall or router. When you bridge a modem, the modem effectively becomes a switch; it simply feeds the broadband connection into your device which then becomes the router. If you are using a bridged modem and lose connection you can check the modem making sure all lights are on normally and carry out a reboot of the modem. Please speak with your IT partner before rebooting your internal device. If the modems downstream, upstream or status lights are off or flashing get in touch with our team directly.

 

2: If you still have no connection after rebooting your modem and device you will need to bypass your device:

 

Firewall/Router: If running a firewall or router, in order to bypass this you are going to need to get the following information from your IT team:

Static IP address

Gateway address

Subnet mask

DNS Settings: 89.101.160.4 & 89.101.160.5

 

Once you have obtained these, please enter them into your device:

 

TCP/IP defines how your computer communicates with other computers. 

 

1. Open Network Connections by clicking the Start button  , and then clicking Control Panel. In the search box, type adapter, and then, under Network and Sharing Center, click View network connections.

 

2. Right-click the connection that you want to change, and then click Properties.  If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

 

3. Click the Networking tab. Under This connection uses the following items, click either Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol Version 6 (TCP/IPv6), and then click Properties.

 

The Network Connection Properties dialog box

 

4. To specify IPv4 IP address settings, do one of the following:

 

• To get IP settings automatically using DHCP, click Obtain an IP address automatically, and then click OK.

 

• To specify an IP address, click Use the following IP address, and then, in the IP address, Subnet mask, and Default gateway boxes, type the IP address settings.

 

5. To specify IPv6 IP address settings, do one of the following:

 

• To get IP settings automatically using DHCP, click Obtain an IPv6 address automatically, and then click OK.

 

• To specify an IP address, click Use the following IPv6 address, and then, in the IPv6 address, Subnet prefix length, and Default gateway boxes, type the IP address settings.

 

6. To specify DNS server address settings, do one of the following:

 

• To get a DNS server address automatically using DHCP, click Obtain DNS server address automatically, and then click OK.

 

• To specify a DNS server address, click Use the following DNS server addresses, and then, in the Preferred DNS server and Alternate DNS server boxes, type the addresses of the primary and secondary DNS servers.

 

 

The Internet Protocol Version 4 (TCP/IPv4) Properties dialog box

 

7. To change advanced DNS, WINS, and IP settings, click Advanced.

 

Once configured please try and connect to the internet. If there is no connection to the internet get in touch with our team directly.