Broadband FAQs

How do I reboot my modem?

You should find that rebooting your modem is the simple solution to most connection issues. (If only everything in life was this easy!) Unplug your modem and leave it for 30 seconds. Now plug it back in. When all the lights are back on, test your connection again.

How can I run a speed test?

Is your internet is not running as fast as before, or are you having trouble downloading or opening webpages? Try our handy tool to test your speed. You’ll need to download flash player to run it, and away you go!

 

Some tips before you begin:


1. Close any open applications so they don’t affect your internet speed.
2. Place your device no further than two metres (6 feet) from the modem.
3. When the test opens, click 'Test your broadband speed' and allow it to run through the 3 tests - latency, download speed and upload speed.*
4. As soon as it finishes, you’ll see the results. If they’re not up to scratch, check out our getting the best wireless signal section. This will show you some simple ways to improve your broadband speed.
5. Is your connection still slow? Let us help - contact our customer service team on 1908.

 

Understanding Upload, Download Speeds and Latency:

 

Upload speed: The speed at which you can send content - whether it’s sending an email, uploading photos or posting a video to You Tube.

 

Download speed: The time it takes to receive content from the internet, like downloading a music track or watching your favourite show online. It’s measured in megabits per second (Mbps).

 

Latency is the time it takes (in milliseconds) for your computer to send information to the internet and back again. Online gamers will know all about this, as it makes for a speedier gaming experience!
 

Where do I find my Network Name (SSID) and security password?

There are a few places to find your Network Name (SSID) and password - the first place to look is under your modem. If you don’t see it there, it’ll be in your welcome guide or starter pack. Otherwise, connect your computer to the modem with an ethernet (or RJ45) cable, go to modem settings and get your SSID and password there. Sorted!

 

Find your modem type below, and follow these simple steps:

 

I have a Virgin Media Hub.


1. Open up your Internet browser e.g. Internet Explorer, Google Chrome, Mozilla Firefox and type: 192.168.0.1 into your address bar to open the modem login page. You can do this when connected to your Hub over WiFi or with an ethernet cable.

 

2. Once the login window opens type in your settings password and click 'Continue'. You will find your settings password on the underside of your Hub.

 

3. Now click Configure your WiFi network, where you’ll see your current SSID (WiFi Network name) and password. You can also change your SSID and password here to something you’ll remember more easily. If you change them, don’t forget to reconnect all your wireless devices using the new details!

 

You’re all set.

 

Cisco 3925

 

1. Type 192.168.1.1 into your browser’s address bar (e.g. Internet Explorer, Google Chrome, Mozilla Firefox) to log on to the modem page.

 

2. Leave User Name and Password blank.
 

3. Click the Setup tab, and you’ll find the SSID (Network Name) and Password (Pre-Shared Key). If you want to change these, you can do it here.

4. Click Save Settings.

 

Thomson TWG870

 

1. Type 192.168.0.1 in your browser’s address bar (e.g. Internet Explorer, Google Chrome, Mozilla Firefox) to log on to the modem page.

 

2. Leave the username blank, enter admin as the password, and click OK.

3. Click the Wireless tab at the top.

4. Then click the Primary Network tab on the left. Here you’ll see your SSID (Network Name) and Password. (Where it says WPA Pre-Shared Key)
You’re ready to go.

Technicolor TC7200

 

1. Type 192.168.0.1 into your browser’s address bar (e.g. Internet Explorer, Google Chrome, Mozilla Firefox) to log on to the modem page.

 

2. Enter both username and password as admin and click Login.
 

3. Click the Wireless tab at the top.

4. Click the Radio tab on the left, and you’ll see the SSID (Network name). You can also change your SSID here. As always, just remember to click Save after making any changes.

5. Click the Security tab on the left to see the password (It’s called Passphrase here). You can also change your SSID now. Just click Save after making any changes and you’re good to go!

How can I check my WiFi settings?

To check your WiFi settings you need to log into your modem (unless you’re using our Horizon TV HD+ box, where you can change settings in the menu.)

 

As we provide a range of modems, the login process is different for each model. You’ll find them all below, with links to all the info you’ll need. Handy!

 

I have a Cisco 2425 or 3925 modem
 

Got a Virgin Media hub? You can change your WiFi settings here or find out what the lights on your hub mean. You’ll be up to speed in no time.

Want to improve your WiFi signal?

 

At Virgin, we’re all about faster, easier browsing. So we’ve put together a handy guide on how to getting the best wireless signal. Check it out here! It could make all the difference to your online experience.

How do I change the WiFi password on my modem?

It’s simple, just follow these easy steps:


To log on to your WiFi modem, you can connect it wirelessly or with an RJ45 (Ethernet) cable from your computer or laptop. Just connect to one of the ports marked 1 to 4 on the modem.


Choose your modem below:


Cisco 2425
Cisco 3925
Thomson TWG870
Technicolor TC7200
Virgin Media Hub

 

You can also change the settings on your Horizon TV HD+ Box here. Let’s get going!

 

 

Cisco 2425
 

Click here or type: 192.168.1.1 into your browser window, and it will open the modem login page for you.

• Leave the username and password blank.
• Press OK or Log in.
• You’re now logged in.

 

Click Setup at the top of the page.

Nearly there! Scroll down to Wireless Settings at the end of the list, and click Security.

Want to change your password? No problem, you can do this where it says ‘WPA Pre-Shared Key’.

To change your WEP security key, change Network Key 1.

And you’re all set.

Cisco 3925

Got the Cisco 3925 modem? Just follow these steps:
• Click here or type: 192.168.1.1 in your browser window to open the modem login page.

• Leave the username and password blank.
• Press OK or Log in.

• Click Setup.
• You can also change the SSID and password to something you’ll remember. (We’ve included a screenshot above to help you).
• Click Save Settings when you’re done. That’s it!

Thomson TWG870

Do you have a Thomson TWG870 modem? Just follow these steps:
• Click here or type: 192.168.0.1 in your browser window to open the login page.
 

• Leave the username blank and enter admin as the password.
• Press OK or Log in.
• You’re logged in. Now click Wireless.
 

On the left of the page, click Primary Network.

Want to change your password? You can do this where it says WPA Pre-Shared Key.

Click Apply. Now you’re done!

 

 

Technicolor TC7200

Got a Technicolor TC7200 modem? Follow these steps:


• Type: 192.168.0.1 in your browser window to open the login page.
 

• Enter username and password as admin and click Login.
• Once you’re logged in, click Wireless at the top of the page.
 

• Now click Security on the left of the page to see the Password (Passphrase). You can change it here as well.
• Click Save. Done and dusted!
 

Virgin Media Hub

 

For your Virgin Media Hub, follow the steps below:

 

1. Type: 192.168.0.1 in your browser window to open up the modem login page. You can do this when connected to your Hub over WiFi or by ethernet cable.

2. Once the login window opens type in your settings password and click Continue. You’ll find your settings password under your modem.

3. Then click Configure your WiFi connection. You can also change your network (SSID) name from here.

4. To change your WiFi password, simply click Change.

5. Type in your new password and click Apply. All sorted!

What do the lights on my Virgin Media hub mean? Uncover the mystery here.

 

I can't see my WiFi network! What should I do?

1. If you can see other wireless networks listed but can’t see yours, don’t stress! Check to make sure you have the right SSID or network name (just in case your modem was reset to its default SSID.) You’ll find it on the sticker under your modem.


2. Can’t see any wireless networks? Check to make sure that WiFi is turned on
Where to find the wireless settings depends on your device. If you’re not sure, check the user manual that came with your device, or if you are connecting on a smartphone click on your device type in our Phone Guides section, then select WiFi followed by WiFi configuration. You will find all you need to know there.


3. You might need to change the WiFi channel on your modem.
Handy tip: Try this if you see other wireless networks but not your own.


Cisco 2425
First, connect your computer directly to the modem with an Ethernet cable. Now open your web browser. (Internet Explorer, Chrome, Firefox or whatever you use)

 

Got a Cisco 2425 modem? Type: 192.168.1.1 into the address bar. Leave the Username and Password fields blank and press OK or Login.

 

You should now be logged in. At the top of the screen click Setup, then scroll to the end and click Basic.

 

Near the bottom of the list, you’ll see Current Channel and New Channel. The main ones we recommend are 1, 6 and 11. Why not try different channels to see which one works best for you?

 

You’re on your way to discovering brilliant broadband, the Virgin way!

 

Cisco 3925
First, connect your computer directly to the modem with an Ethernet cable. Now open your web browser. (Internet Explorer, Chrome, Firefox or whatever you use)

 

Got a Cisco 3925 modem? Type: 192.168.1.1 into the address bar. Leave the Username and Password fields blank and press OK or Login.

 

You should now be logged in. At the top of the screen click Wireless, then click Radio Settings.

 

You should see Standard Channel, but you can change this if you’re experiencing interference. The main channels we recommend are 1, 6 and 11. Try different channels to see which one works best for you.

 

You’re on your way to discovering brilliant broadband, the Virgin way!


ThomsonTWG870
Connect your computer directly to the modem with an Ethernet cable, and open your browser. (Internet Explorer, Chrome, Firefox or whatever you use)

 

To get to your settings, type: 192.168.100.1 into the address bar. Leave the username blank and enter admin as the password. Then press OK or Login.

 

You should now be logged in. At the top of the screen click Wireless, scroll down the page until you see Current channel and Control channel. The main channels we recommend are 1, 6 and 11. Why not try different channels to see which one works best for you?

 

You’re on your way to discovering brilliant broadband, the Virgin way!

 

Technicolor TC7200
Connect an Ethernet cable from your computer directly to the modem and open your browser. (Internet Explorer, Chrome, Firefox or whatever you use)

 

To get to your modem settings page, type: 192.168.0.1 into the address bar.
Type both the username and password as admin. Then click Login.

 

You should now be logged in. At the top of the screen, click Wireless, then Channel. The main channels we recommend are 1, 6 and 11. Try them out and see which one works best for you.

 

You’re on your way to discovering brilliant broadband, the Virgin way!

 

Tip: You can also click Scan Wireless APs to see other wireless networks in your area, or change your channel to avoid interference from other networks.

 

 

Virgin Media Hub
Open up your Internet browser e.g. Internet Explorer, Google Chrome, Mozilla Firefox and type: 192.168.0.1 into your address bar to open the modem login page.

You can do this when connected to your Hub over WiFi or with an ethernet cable.
Type your settings password and click Continue. You’ll find this on the bottom of your modem.

 

You should now be logged in. On the left of the screen, click Advanced Settings > Wireless > Wireless Signal

 

Change the channel to Manual. The main ones we recommend are 1, 6 and 11. Try different channels to see which one works best for you.

 

You’re on your way to discovering brilliant broadband, the Virgin way!

 

Tip: You can change the 2.4 Ghz and 5Ghz settings separately.
 

How do I check my WiFi settings on my Thomson modem?

To do this, type 192.168.0.1 in the website address bar which will open the log in page.

 

You’ll then see the pop up window below. Leave the username blank, enter admin for the password, then press OK. You should now be logged in.
 

Now, just follow these simple steps:

 

1. Click on the Wireless tab at the top of the page.
 

2. Change the Control Channel to 1, 6 or 11 and click Apply.

This will change your channel, so any issues you’ve been experiencing should now be resolved. Happy days.


You’re on your way to discovering brilliant broadband, the Virgin way!

 

A word of advice: If you reset your modem at any stage, the new channel you have applied will revert back to Auto and you’ll need to begin again. So be careful!

How do I install Virgin Media Broadband?

If you’ve chosen to install broadband yourself, just follow these easy step by step instructions to set up your new modem. You’ll be all set up and good to go in no time.

 

First, take everything out of the box. See a white cable with 2 red ends? Grab it and push one of the red ends to the right side of the Virgin Media Connection box on the wall in your home. Some newer connection boxes may have only one connection point; while some of the older ones may have UPC written on them.

 

Now grab the other end of that cable and connect to the pokey-out socket on the back of the Hub. Got it? Good.

 

Now, find the power cable and connect this to the power adaptor and plug it into the small round socket on the back of your Hub, connecting the plug into the nearest wall socket and switch it on. (Tip: Only use the power adapter provided.)

 

Press the power button. It may take up to 30 minutes for the Hub to connect to the internet and download the latest software so now’s a good time to make yourself a cuppa!

 

Your broadband will be ready for use when the base LED is white and all others LEDs are off.

 

At this stage it’s a good idea to install your phone too. Connect it to the port marked TEL 1 on the back of your Hub. That’s it!
 

How do I connect to my Virgin Media broadband?

Connecting a broadband device to your Virgin Media equipment for the first time? You’ll need to follow these steps:


1. Go to the WiFi settings on your device and select your SSID (Service Set Identifier) or WiFi network name. What’s this? It’s the network name that you need to connect to the internet. You’ll find it under your modem.
Where to find the wireless settings depends on your device. If you’re not sure, check the user manual that came with your device, or if you are connecting on a smartphone click on your device type in our Phone Guides section, then select WiFi followed by WiFi configuration. You will find all you need to know there.

 

2. You will then be asked to enter your WiFi password. You’ll also find this under the modem. Tip: It’s a good idea to change your password regularly.

 

3. Want to connect using an Ethernet cable? It’s simple. Plug the cable into your device and to any of the four Ethernet ports on your modem.

 

You’re all set!
 

Why are there no lights on my modem?

No lights appearing on your modem? Don’t panic. First check the on/off switch on the back of the modem. If this is switched on, try switching plug sockets. Have you been using a multi-plug adapter? Then try plugging directly into the wall socket.

 

Do you have a Virgin Media Hub? Check out our handy guide here which explains what the lights on your Hub mean.
 

I’m experiencing slow broadband speeds. What can I do about it?

Virgin Media is Ireland’s fastest broadband network, that’s a fact. But there are a number of things that can stop your broadband from being as smooth as it could be. Follow these hints to make sure you stay at top speed!

 

When in doubt, plug it out
Rebooting your modem lets it pick up the best (and fastest) WiFi channel for you. So just pull out the plug from the wall, count to thirty, then plug it back in. This should settle any sluggishness!

 

Don’t fence it in
TV cabinets, closed shelving… these can all block your wireless signal. Keep your modem out in the open to make sure you get the best from it!

 

Keep the path clear
Baby monitors, cordless phones, microwave ovens, thick walls or doors… these can weaken your signal. So if you’re sitting in the utility room making popcorn while chatting on the phone and listening in on your sleeping baby and you say to yourself, why do I only have one bar of WiFi? There’s your problem.

 

Devices differ
Some devices just have better reception than others…so you may find you get a good signal on your brand new smartphone, but not on your old laptop. If you need extra speed, a wired connection is always better than WiFi, so connect directly to your modem.

 

Stay up-to-date
Drowsy browser? Update your software to the latest version to streamline the way your device deals with your WiFi signal, resulting in a nice boost in speed.

 

Still having issues?


Maybe it’s time for a Powerline.
Although a wired connection will solve the majority of broadband speed problems in your home, it’s not always feasible to run cables to and from devices. And not all homes are the same, meaning your WiFi signal just might not make it all the way to every corner.

 

Using a powerline adaptor can help you overcome issues such as signal loss, wall thickness, interference and so on… to find out how you can get one visit our Powerline section.