Help for Cable customers

The Internet Protocol (IP) is the method by which data is sent from one computer to another across the Internet. Each device that communicates over the Internet is assigned an IP address that uniquely identifies it, and distinguishes it from other devices on the Internet. Your computer has an IP address, as does every other computer on the Internet.

This section tells you how to check your IP address on a Windows 2000/98/ME PC to make sure that you’re recognised as a Virgin Media customer, and can communicate over the Internet. You'll need to be comfortable with using Windows DOS commands to do this check on these operating systems.

Just to let you know we no longer support Windows 98 and Windows ME. To find out which systems we do support, click here.

1.  Click on Start and select Run.

2.  In the Run window, type cmd and click OK.

3.  In the next window, type ipconfig/all and press the Enter key.

4.  Look under Ethernet adapter Local Area Connection or Wireless Connection for the IP Address.

Make a note of the first number in the address (before the first full stop), which will have either two or three figures. Now check to see if you have a valid IP address:

• If the first number in the address is 192 or 10, it looks like you're using a router. Is that right?
• Yes, I'm connected over wireless on a modem/router setup. Check out our How do I troubleshoot my wireless connection article.

• Yes, I'm connected over wireless on a Virgin Media Hub. Check out our Troubleshooting the Virgin Media Hub article.

• Yes, I'm connected via Ethernet cable to a router or the Virgin Media Hub. Please call us on 150 from a Virgin Media home phone, or 0845 454 1111 from any other line.

• No, I'm not using a router or the Virgin Media Hub. Make sure your computer is set up to obtain an IP address automatically. If you still can't connect after doing this, please call us on 150 from a Virgin Media home phone, or 0845 454 1111 from any other line. 
  
• If the first number in the address is 169, you may have a faulty cable. If you can, try another cable of the same type.
  If you still can't connect, or don't have another cable, please call us on 150 from a Virgin Media home phone, or 0845 454 1111 from any other line.
  
• If you can't find an IP address, or have an IP address of 0.0.0.0, please call us on 150 from a Virgin Media home phone, or 0845 454 1111 from any other line.
  
• If the first number in the address is something other than those listed above, for example 62, 80 or 195, then this IP address should enable you to connect to the Internet.

If you have a security program other than Virgin Media Security, you'll need to check the documentation that came with your software, and check that your browser is not being blocked by the security settings.