WiFi FAQs

How can I improve my Wi-Fi signal?

If your Wi-Fi works when you are in the same room as your modem but signal strength decreases when you move to a different room within your home, this could be due to a number of factors:

 

Location: Wireless signal can be affected by walls or other solid objects such as metal objects, furniture or a large mirror for example, so it is best to position your modem within a central location in your home to ensure minimum impact.

Range: As well as overcoming obstacles that impact your Wi-Fi signal, a power line adapter can also extend the range of your signal. This is ideal for larger homes as it will help boost the signal far and wide enabling everyone to get online throughout the home. Find out more and purchase a power line adapter.


Other devices in your home: Other items such as baby monitors, microwave ovens and cordless phones  may affect your Wi-Fi as they may work on the same frequency as your wireless modem, this can result in a loss of signal, so try where possible not to have them in close proximity.

Interference from external sources: If you are in an apartment building with lots of wireless modems and lots of devices you may experience some wireless interference. If you reboot your modem it will automatically select the most appropriate channel for you. To do this unplug your modem; leave it for 30 seconds and plug it back in. This allows the modem to select the best Wi-Fi channel for you.

 

We recommend that you connect using an Ethernet cable rather than your Wi-Fi to get the best results from your broadband.

 

Find out more in our Wi-Fi section or watch our video on how to get the best Wifi experience from your Virgin Media Hub

What are the minimum PC requirements to avail of Virgin Media's supersonic 360Mb broadband service?

While most computers can avail of our service, there are some minimum requirements to receive the highest speeds with our supersonic 360Mb Broadband service.

 

The following are the recommended minimum system:

If my PC doesn't meet these minimum requirements does that mean I can't avail of the service?

You can receive our 360Mb Broadband service on most operating systems once the PC has an Ethernet connection or a wireless connection. However, if you don't have such a computer configuration you simply may not be able to reach the full speed.

 

How can I tell what Processor & Memory my PC has?

If you're not sure what type of Processor or Memory you have, check the documentation that came with your computer.

 

What is a Network Interface Controller?

This is the computer component that sets the maximum speed of your connection when you use an Ethernet cable to make a wired connection between your modem and your computer or other device.

Although all Ethernet ports look the same and use the same type of cable to connect, computers have different NIC specifications that allow them to work up to different maximum speeds. Newer Windows computers and Apple Macs are likely to have a Gigabit Ethernet (also known as a 1Gb or GigE) card, whereas older computers may have 100Mb Ethernet. To get the most from your 360Mb broadband connection, you need to have Gigabit Ethernet as it allows the broadband connection to run at its full speed.

 

How can I tell if I have a NIC with at least 1Gigabit?

If you're not sure what type of network card you have, please check the documentation that came with your computer.

 

What about wireless?

Although it's great that we can all access the internet without being plugged into the modem, sometimes we all expect a little too much from this technology. A good point to remember is your wireless router should ideally be in your line of sight to get the best speeds possible. The more walls and distance you put between your PC and the router, the slower the speeds you will achieve.

To enjoy the best speeds we always recommend you connect to your modem using a cable. But we recognise that in busy homes with everyone online at the same time using various wireless devices that that isn't always possible.

When connecting your PC or laptop to the network wirelessly it is important that you use equipment that supports the wireless 'N' standard to get the most from your connection.
All modems supplied to Virgin Media customers with speeds of 50Mbps or higher, are compatible with the wireless 'N' standard.

Read more for further hints and tips on how to improve your broadband speed.

What are the best devices to connect to WiFi with?

There is no simple answer to this. However, we have included some guidelines below which might explain why you are getting higher speeds or better performance over WiFi on one device, when compared to others.


The WiFi capability of a device is dependent on the WiFi standard supported by the device. The latest Wi-Fi standard is 802.11ac. An iPhone 6S for example supports 802.11ac, whereas the older iPhone 4 does not, meaning the iPhone 6S will generally perform better when connected to WiFi.


Another factor which will influence performance is the ability of the device to utilise the 2.4GHz and 5GHz frequency bands. Think of these bands as two "highways". The 2.4Ghz highway is generally crowded, whereas the 5Ghz highway is typically less congested and it moves a lot quicker.

If you live in a busy area, like in an apartment block, you may have more frequent problems with your WiFi as a lot of your neighbours devices may be connected to the 2.4GHz frequency band. To reduce this Wi-Fi hustle and bustle, you should switch to the less crowded 5Ghz frequency band. However not all devices are capable of connecting to 5 GHz. The good news is that most devices sold today are capable of connecting to both frequencies, so the next time you are buying a shiny new smartphone, tablet or laptop its worth double checking that it does before handing over your hard earned money!

The Virgin Media Hub is an 802.11ac modem and it uses both 2.4Ghz and 5Ghz frequencies to give you the best Wi-Fi connection possible.


For more useful hints and tips on how to get the best out of your WiFi, pop over to our WiFi information page.


We have included some common device types below. Click on them to see the device spec.


iPhone 6S

iPad Air 2 

Samsung Galaxy S7

Samsung Galaxy S6

HTC Desire 530

HTC One A9

MacBook

What is a Wireless Powerline Adapter and why would I need it?

A power line adapter kit is a pair of adapters that work simultaneously. One adapter is connected to your router and an electrical wall socket. The other adapter is plugged into another electrical wall socket elsewhere in your home. It's usually best to put it in an upstairs room (if your modem is downstairs) or where your PC or other devices are located such as your home office or games room.

 

 The second adapter then connects to your PC, games console or other entertainment device wirelessly or using the Ethernet port. This solution will give a games console a direct LAN connection no matter where it is in the home.

 

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Why should I consider a wireless powerline adapter?

 

It's a simple and easy solution and can connect to any device with a wireless receiver or an Ethernet port. Enjoy the benefits of Virgin Media's Fibre Powered Broadband throughout your home, regardless of where your modem is located. It's very simple to set up and there's no need for new cables as it uses your existing electrical wiring.


Which adapter should I buy and where?

 

There are many versions of powerline adapter kits available but we have tested some with our service and are happy to recommend the NETGEAR XWNB5201-100UKS 500 Mbps Wireless Powerline Adapter Kit. Although Virgin Media does not supply or manufacture this kit, we have negotiated a reduced price for our customers. You can purchase your powerline adapter kit here. Set up instructions are included in the kit but if you need additional support to get set up then call our Premium Broadband Support team on 1550 924 124 (calls cost 96.57c per minute). They are available to help with any issue not directly related to our Broadband service Monday to Friday 9am to 9pm and Saturday 10am to 6pm.

 

How do I set up the Powerline Adaptor?

Watch our Help video on how to extend your home wireless network using a Powerline Adaptor.


 

Additional advice:

 

• The distance between sockets shouldn't be a problem in most homes but the age of the electrical wiring may affect performance in some older buildings.

 

• For the best performance plug your adapter directly into a main socket on your wall rather than into a multi-way extension. Using a multi-way extension may prevent the adapters connecting to each other or result in much reduced transfer speeds.

 

• Adapters will only talk to other adapters on the same mains network (usually wiring that's attached to one electricity meter). This means your neighbours won't be able to access your network if they install adapters too. You can enable encryption on the adapters if you wish.


REMEMBER:

 

To ensure you are getting the best possible speeds we recommend connecting using an Ethernet cable rather than by Wi-Fi. Speeds via Wi-Fi can vary significantly due to the surrounding environment, external sources of interference and the Wi-Fi technology itself, all of which are outside of Virgin Media's control.

How can I connect my Windows Smart Phone to my Virgin Media wireless connection?

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To connect to a secure wireless network using your windows phone follow these steps:

 

1. From the app screen tap "Settings"

 

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2. Then tap "Wi-Fi"

 

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3. Select your wireless network from the list

 

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4. You will be requested to enter your password. The password is located underneath the modem and is case sensitive.

 

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5. After entering your password tap on the checkmark  to complete the process.

 

6. You are now connected.

 

How do I connect my Android device to my wireless connection?

To connect your Android device to Virgin Meida wireless connection, please select the Android firmware version your device is using:

 

Open  3.x Honeycomb, 4.x Ice Cream Sandwich or Jellybean

Open  2.3 Gingerbread

Open  KitKat 4.4

 

You can also access our Phone Guides and get the instructions for your phone by simply selecting your phone model from the list of devices.

 

To find out what operating system version your Android device is running on, please follow these instructions. Note: these instructions may vary slightly, depending on your device type.

 

1.     Select "Settings"
2.     Scroll down to "About device"
3.     Your Android Operating System version will be listed under 'Android version' on this menu. E.g. 4.4.2 (KitKat).

 

The table below shows the code name and corresponding operating system version.

 

Code name

Version

Gingerbread

2.3 - 2.3.2
2.3.3 - 2.3.7

Honeycomb

3
3.1
3.2.x

Ice Cream Sandwich

4.0.1 - 4.0.2
4.0.3 - 4.0.4

Jelly Bean

4.1.x
4.3.x
4.2.x

KitKat

4.4 - 4.4.4