Help & Support

Troubleshooting the Virgin Media Super Hub

If the Super Hub isn't working as expected, here are a few basic checks you can use to get your connection up and running again.

If you want to learn more about your Super Hub and see what all the buttons and flashing lights mean, take a look at our step-by-step guide.

Finding a happy home for your Virgin Media Super Hub is really important so that you get the best wireless signal – and our fastest ever wireless broadband. For some tips, take a look at our step-by-step, interactive guide.

By the way, if you’ve lost your Internet connection completely, check out our article Why can’t I connect to the Internet.

Restart the Super Hub and your computer

One of the most common and effective fixes is to restart your equipment. Try the following:

  1. Turn off the Super Hub and your computer.
  2. Wait for 60 seconds and then turn on the Super Hub.
  3. Wait for another 60 seconds and then turn on your computer.

Now try to go online to see if the connection now works.

Check the positioning of your equipment
If you're trying to connect wirelessly, position the Super Hub and your computer to maximise the strength of the wireless signal. To find out how to get the best results from your Super Hub’s wireless signal, check Improving your Super Hub's wireless signal.
Check the connections to the Super Hub

Make sure that the power and coaxial cables are securely connected to the Super Hub. Use the spanner provided to tighten the coaxial cable to the Super Hub, but make sure not to tighten the connection too much or you may risk damaging the cable and the Super Hub itself.

See our guide on the physical setup of the Super Hub.

Make sure to follow the correct wireless connection process

If you're trying to connect wirelessly, follow these guides to make sure you know how to connect to the Super Hub:

Connecting wirelessly to the Virgin Media Super Hub on Windows 7
Connecting wirelessly to the Virgin Media Super Hub on Windows XP
Connecting wirelessly to the Virgin Media Super Hub on Windows Vista
Connecting wirelessly to the Virgin Media Super Hub on Mac OS X

Activate your broadband account

You won't be able to browse the Web until you have activated your broadband account. This step should have been completed during the initial setup.

You can activate your account by going to activation.virginmedia.com/

Check the lights on the Super Hub

You can find a guide to the Super Hub's lights here.

Change the channel of the wireless router

Wireless networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby wireless networks (or other radio sources) operating on the same or similar channels, there can be a saturation of the airwaves that negatively affects the performance of your wireless network.

To find out how to get the best results from your Super Hub’s wireless signal, check Improving your Super Hub's wireless signal

Reset the Super Hub

If you're still having a problem making a connection, try to reset the Super Hub. This will restore it to its factory default settings, and then you can reconnect your computers and devices to the Super Hub as if you were setting up for the first time.

See our guide on how to reset the Super Hub.

Connect via a wired connection (Ethernet)

If you can't get your wireless connection to work, try connecting the Ethernet cable between your computer and the Super Hub. Your computer will normally detect that the Ethernet cable has been plugged in, and you should be taken online immediately.

If all else fails

If you're still having no luck in going online, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

* For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles may vary.