Get back online

We’ll walk you through the following steps to find out what’s affecting you, so that we can provide the right support.

Try a reboot

 

This fixes the majority of issues

Check your devices

 

To find out if the problem is with the connection or with a device

Check for technical problems

If so we'll help you book a call with an agent

Find the right support

 

To get you back up and running

 
 
 
 

Get back online

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?

Get back online

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.

Did this work?

Get back online

Step 2: Let's check your devices and if you are part of an outage

Most homes have more than one device that connects to the internet, for example smart phones, laptops, tablets, or TVs.

Let's check all the devices to see if they are all offline or it's just one device.

Why not use our Connect App and check them all at once?

Is this affecting all your devices?

Save time and use the Connect app to check your devices

Once inside the app go to the devices tab to see all the devices that use your internet connection, and whether they are currently online.

 
 

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 no connection on all devices

•  You’ve tried a hub reboot

•  You’ve checked your service and there are no known faults in your area

•  You’ve have checked the devices in the connect app

Time to give us a call

•  You cant contact us on 1908

Let's check is there an outage in the area

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.

    Use your account number to run the check:

    1. Account No must be numeric only Account No must be numeric only Account No must be 5 to 8 digits only ??????
    2.  

       

     
     

Broadband

 
 

Status checked:

00:00

 
 

No issues

We hope to have this fixed by:

00:00

 
 
 
 

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?

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.

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.