No connection | Customer Support | Virgin Media Ireland

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.

9 times out of 10, this fixes the problem.

Step 1: Look at the back of your modem

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: Check your ONT or outlet box

If you have an outlet box or ONT box (white box on the wall) that has lights on it make sure they are both green.

Step 4: Wait for 10 seconds

Leave the power off for approximately 10 seconds.

Step 5: 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 6: Wait for the modem to reboot

The modem 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.

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?

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.

Use the Connect app

Thank you for trying the first few steps, we’ve found out that:

• The problem is affecting a single device, and rebooting that device did not help.
• The Virgin Media connection coming into your address is working fine with all your other devices.

Now that we know the connection we’re providing is working, and it is a single device that is experiencing problems the next step is to troubleshoot your device.

You can find some general advice in our guide to connecting devices to your WiFi. Or for more targeted help we recommend that you visit the website for the device manufacturer.

Devices and your WiFi

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.

• 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

• You can contact us on 1908

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.

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