Help for Cable customers

Got a Virgin Media Hub or Super Hub? Check out one of these articles for details on restarting. 

• Troubleshooting the Virgin Media Hub
• Troubleshooting the Virgin Media Super Hub

If you have a modem, or a modem and router set up, here's how to restart your broadband equipment and computer, and check connections.

Restart the modem/router and your computer

To restart your broadband equipment:

1. Switch off the power to your modem (and wireless router, if you have one) at the wall.
2. Shutdown your computer.
3. Wait at least 20-30 seconds.
4. Turn the modem on first, then wait for 90 seconds.
5. If you have a router, switch this on next, then wait for 90 seconds.
6. Turn your computer back on. 

Checking the connections to the modem/router – wired

If your modem is connected directly to your computer, make sure that the appropriate cables are plugged in as described here:

• Power cable - make sure that it is plugged in and switched on at the wall.
• Ethernet (or USB) cable - ensure this is securely plugged in to both computer and modem (or set-top box).
• Coaxial cable - ensure this is screwed in tightly to your broadband device.
  

If you still cannot connect, then carry out the reboot procedure further down this page.

Checking the connections to the modem/router – wireless

If your modem is connected to a wireless router, make sure that the appropriate cables are plugged in, as follows:

• Power cable - make sure that the wireless router is plugged in and switched on at the wall.
• Ethernet cable - ensure this is securely plugged in to both the wireless router and the modem.
• Coaxial cable - ensure this is screwed in tightly to your broadband device.

For further details on checks you can make over a wireless connection, click here.