Help for Cable customers

If you can’t connect to the Internet, here’s a checklist to help you diagnose the problem.

1. Check to see if there's a known fault with the service

First thing to do is find out if there’s a known network outage (because of planned maintenance, for example,). You'll need to have access to another Internet connection to do this. You can also run some basic checks to try and fix the problem, and even book an engineer online if needed. Go to our Service status area (available 24/7), and follow the on-screen instructions. Or, if you don't have access to another Internet connection, you can get live service updates on 0800 561 0061.

By the way, if you have more than one account with us, and so use more than one modem or Hub, you’ll need the MAC addresses of the devices. You can find these on the label on the underside of the modem or Hub

2. Try to connect to another web site

If you can connect to other web sites, the problem is with the particular web site that returned the error message. Double check that you have the right web site address, and have spelt it correctly, then click on Why can't I connect to a particular web site.

3. Check and restart your computer and broadband equipment

Can't access any web sites? As a basic check, make sure that all power leads and cables are in place and securely connected.

Are you using a modem and router? Try disconnecting your computer from the router, restarting the modem, and then connecting your computer direct to the modem. If you still can't connect, restart both the modem and your computer.

If you're not sure in what order to reboot, click on How to check and restart the modem and broadband equipment.

Are you using the Virgin Media Hub or Super Hub? Check out one of these articles for details on how to restart:

Troubleshooting the Virgin Media Hub

Troubleshooting the Virgin Media Super Hub

4. Check the lights

The lights on your modem or Virgin Media Hub can help you to diagnose a problem with your broadband connection. Each piece of equipment is different - so click on your broadband equipment type from the list below to find out more:

3Com CMX modem
3Com Tailfin modem
Motorola SURFboard modem – models 3100/4100/4200/5100
Ntl:home modem – models 100/120/200
Ntl 250 modem
Pace set top box
Samsung set top box
Scientific Atlanta WebSTAR modem – models DPX100/DPX110/EPC2100
Terayon Terajet modem
Virgin Media 255/256 modem

Virgin Media Hub

Virgin Media Super Hub

5. Are you using wireless?

If you're connected over wireless using a router or similar device, follow the steps in our How do I troubleshoot my wireless connection?

If you're connected over wireless using the Virgin Media Hub or Super Hub, follow the steps in our Troubleshooting the Virgin Media Hub or Troubleshooting the Virgin Media Super Hub article.

If you're not using wireless, or the article didn't solve your problem, go on to step 6.

6. Check your computer's IP address

The next step is to check your IP address, and make sure that you're recognised as a Virgin Media customer and can communicate over the Internet. How you do this depends on your operating system - choose yours from the list below:

The article you link to will take you through the rest of the checks you need to make.

Need help with equipment or services not supplied by us?

If you're still having trouble connecting to the Internet, and our technical support staff can't help because we didn't supply the equipment causing the problem,  why not call Digital Home Support on 0800 014 7398, and speak to one of our technical experts?