Getting Started with Broadband

What do the lights on the front of My Virgin Media Hub mean?

The lights on the front of your Virgin Media Hub tell you what's on and connected. Here's what each one means.

 

 

Internet Light

This flashes during set up, and then stays green for 2 minutes when you're done. It isn't on during normal use, but turns red if there is a problem. This light flashes green when the Hub's downloading a software update.

 

 

WiFi Light

This flashes during set up, and then stays green for 2 minutes when you're done. It isn't on during normal use, but turns red if there is a problem. This light flashes green if you press the WPS button.

 

 

Home Phone Light

This flashes during set up, and then stays green for 2 minutes when you're done. It isn't on during normal use, but turns red if there is a problem.

 

 

WPS Light

Pressing this button lets you use WiFi Protected Setup (WPS) to add a wireless device or computer to your network.

 

 

Base Light

This flashes during set up and will stay white during normal operation, but turns red if there's a problem.

 

 

How do I reboot my modem?

Most connection problems are resolved by rebooting your modem. To do this, unplug your modem from the wall and leave it off for 30 seconds. Plug it back in, and when all the correct lights are solid, test your connection again.

How do I run a speed test?

If you feel that things have slowed down lately, or you are having a problem downloading or opening a webpage, knowing how to check you internet speed is handy for troubleshooting the cause.

 

To run a speed test use our speed test tool.

Some tips to help with the test: 

1. Before you start, close down all other applications, as you do not want sluggish applications interfering with the measurement of your internet speed.

2. Click on "Test your broadband speed" button in the speed test window.

3. Allow the test to run through its 3 tests: latency, download speed and upload speed.*

4. Once the test has completed, you will be presented with a set of results. Should they fall below your expectations, check out the broadband hints and tips section. This will help you to understand the result you get from the speed test as well as show you some simple ways to improve your broadband speed.

5. If the speed of your connection is still poor please get in touch with our customer service team.

*Understanding Upload, Download Speeds and Latency:

Upload refers to the speed with which you can send content. This could be sending an email, uploading photos to a website or a video to You Tube.


Download refers to the speed with which you can receive content from the Internet. This means how quickly you can download a music track, view your favourite show online, etc. These are both measured in Megabits per second (Mbps).


Latency is the measure of the time (milliseconds) taken to send a packet of information from your computer to the internet and back again. This information is important for gamers who want the actions they input into the controller to be reflected in the game as quickly as possible.

 

Why are there no lights on my modem?

If no lights illuminate on your modem, please check the on/ offswitch beside the power adapter on the back of the modem. If this is switched on, try switching plug sockets. Or if you are using a multi-plug adapter, please try plugging directly into the wall socket.

 

What does usage allowance mean?

The size of digital information (web pages, photos, music tracks, emails, etc.) is measured in Megabytes (Mb). Usage allowance refers to the maximum amount of information you can transfer across the Internet every month.

To help you calculate what to expect, here is a rough guide for normal Internet activities.

 

  • 100 emails received (no attachments) = 5Mb
  • 100 web pages viewed = 10Mb
  • 1 hr online gaming = 4.5Mb
  • 1 MP3 music file downloaded = 4Mb

 

All Fibre Power Broadband services are subject to our Acceptable Usage Policy. The monthly data transfer allowance is 500GB for each broadband package Virgin Media offers.

 

A very small number of customers use bandwidth excessively when they:

 

  •  Use peer-to-peer file sharing software.
  •  Send large unsolicited bulk email.
  • Get infected by Internet worms and viruses.

 

These activities significantly reduce the speed at which other customers can access the Internet during peak hours.

How will I know if I have been exceeding the limits set by the Acceptable Usage Policy?

 

If your usage has been exceeding the limits set by the Acceptable Usage Policy, you will receive a letter informing you of this. When this letter is received, it is a warning to let you that if you exceed the limits again, your package will automatically be upgraded.

 

There are many utilities online that can be used to monitor your usage per computer. Don't forget, your usage is not just your download, but your upload as well.


What will happen if I exceed the limits set by the Acceptable Usage Policy numerous times?

 

Once you have received a first warning letter, and you exceed the limits again, your package will automatically be upgraded to a higher package better suited to your usage needs. A second letter will be sent to you advising that your current package has been automatically upgraded.



I no longer want to be on a higher package, how do I downgrade?

 

If your package was upgraded due to your usage, it is possible to be downgraded to your original package if your usage drops below the Acceptable Usage Policy limits again. To request the downgrade, email aup@virginmedia.ie.

 


Please note, usage will be reviewed over a calendar month, e.g. 1st Jan to 1st Feb, and for the package to be downgraded again, the usage between these times has to be below the limits set by the Acceptable Usage Policy.

 

Can Virgin Media provide me with a Static IP address?

All residential Virgin Media customers are provided with a Dynamic IP address. This means that the IP address will change from time to time. We are unable to provide a Static IP address to residential customers.

 

 

To obtain a Static IP address you will need to contact the Virgin Media Business department. This department will discuss the options of opening a business account and then we will be able to provide you with a Static IP address.

 

 

You can contact this department by calling 1800 941 941 (Monday - Friday) or email: businesssales@virginmedia.ie