Help for Cable customers

Below you’ll find more information on what Virgin Media supply and support for broadband.

1. Support for hardware

• We’ll support your broadband connection via a cable modem, set top box or Virgin Media Hub that we’ve provided.
• We’ll support the broadband connection via an Ethernet cable or a USB lead (modem only, and modem-type specific). Note that we do not support USB connection for new customers.
• We’ll ensure that the Virgin Media network provides a high-speed broadband Internet connection in to your home.

Below are the details on what is classed as Virgin Media supplied cable modems and set top boxes:

Virgin Media equipment

Supported for connection via Ethernet only:

• 3Com CMX,
• 3Com Tailfin,
• Motorola 3100,
• Virgin Media 255,
• Motorola Surfboard 3100
• Virgin Media Hub

Supported for connection via Ethernet or USB:

• Motorola: 4100, 4200, 5100, 5101,
• Terayon Terajet: 210
• ntl:Home: 100, 120, 200, 250,
• Scientific Atlanta Webstar: DPX100 ,DPX110, EPC2100
  Note: USB is not available to new broadband customers.

Supported equipment for connection via Set Top Box:

• Pace DITV: 1000, 1010, 2000 and 4000 (max connection speed 1Mb)
• Samsung: 2100 and 2110
• SA Explorer: DVB4000 , SA 4200,
• TV drive / V+
  Note: This method of connection is not available to new broadband customers.

2. Support for wired, wireless and gaming

We’ll support you broadband connection when made via a wired and/or wireless device which has been supplied by Virgin Media using either a set top box, cable modem or Virgin Media Hub that we’ve supplied.

(Note Virgin Media Technical Support will not be able to support equipment purchased through the Virgin Media shop, you’ll need to contact the manufacturer for help with these items)

For details on what is classed as Virgin Media supplied wired, wireless and gaming equipment see the list below:

Gaming Switches

• D-Link Switch
• Correga Hub

USB / Ethernet adapter

• Adapter must be supplied by Virgin Media

Wireless Router Equipment (Via Cable Modem)

• Netgear Router - WGR614v6
• Netgear USB Adapter WG111v2
• Netgear PCMCIA Card WG511v2

Wireless Self Install Equipment (via STB)

• Blue kit:
  • Netgear MA101 Wireless USB Adapter
  • Netgear MA401 Wireless Laptop Adapter
  • Netgear ME102 Wireless Access Point
• Silver kit:
  • Netgear MA111 – silver, USB adapter
  • Netgear MA521 – silver, Laptop card
  • Netgear MR814v2tw – silver, access point
• White Kit
  • Netgear WG111 Wireless USB Adapter
  • Netgear WG511 Wireless Laptop Adapter
  • Netgear ME602 v3Wireless Access Point

3. Support for operating systems and browsers

We’ll support your broadband connection as long as your computers Operating System is one of the following and is an English language version and you are using one of the following Internet browsers.

Microsoft Windows:

• Windows 7
• Vista Home Basic and Premium (Ultimate pending)
• XP Home / Pro
• Windows 2000 Professional

Apple Macintosh:

• Mac OS 10.1 and above

Internet Browsers:

• Internet Explorer 6.0, 7.0
• Safari

4. Support for email

We’ll support you getting access to your emails as long as you are using one of the following:

• Outlook Express version 6 +
• Windows Mail
• Outlook
• Windows Live Mail
• Mozilla Mail
• Thunderbird
• Incredimail
• Mail for Mac

5. Support for applications & services provided by Virgin Media

We’ll support you with resolving any problems that you may encounter when using any of the following applications and services that Virgin Media provide to you:

Virgin Media in-house applications:

• Virgin Media Webmail
• Virgin Media email account management and settings
• Virgin Media personal webspace (Connectivity only)
• Virgin Media Set-up CD
• Virgin Media security products
• Virgin Media Broadband Plus

Note – there are a couple of other 3rd Party services that are not supported by Virgin Media:

• Virgin Media web building applications
• Virgin Media photos

6. Support for security

We’ll support all aspects of our security software; Virgin Media Security and Virgin Media Security Total providing you are running the software on one of the operating systems stated below.

Support covers any problems with the following elements of the software:

• Firewall
• Anti Virus
• Anti Spyware
• Parental Controls
• Ad blocker / Pop up blocker
• Privacy Manager
• Identity theft Protection (Anti-Phishing)

Supported Operating Systems

• Windows 2000
• Windows XP (Home and Pro)