Check your computer’s dial-up settings

If the problem is with your computer’s dial-up settings, it could be quick and easy to fix. Follow the steps below to make sure your computer has the correct dial-up settings.

Got a Mac? Click here and follow the steps.

Use Windows Vista? Click here and follow the steps.

Using a Windows XP computer? Follow the steps below:

1. Click on Start, and then select Control Panel.





2. On the left of the screen, click on Switch to Classic View, if it is not already selected.
3. Double-click on Network Connections.





4. Locate the Dial-up connection icon, and right click on the icon to display a sub-menu.





5. Select Properties from the menu. The Properties window displays.
6. Select the General tab. A list of modems is displayed, similar to that shown below. Check that the correct modem is being used (refer to the manual supplied with your computer, if required).





7. After making sure that the correct modem is selected, click on Configure. The Modem Configuration screen displays.
8. Make sure that the Maximum speed of the modem is set to no greater than 57600bps.
9. Make sure that the Enable hardware flow control and Enable modem speaker check boxes are both ticked (simply click on the empty box to insert a tick).





10. Click on OK. You are returned to the General tab in the Properties window
11. Check that the correct telephone number is displayed in the Phone number: text box, and that the Area code drop-down list is greyed out (that is, you cannot type anything into it). The correct telephone number is one of the following:
    If you’re a Virgin Media pay as you go customers: 0844 0544 020
    If you’re a Virgin Media 24seven customers: your supplied number. If you can’t remember what this is, call your support number or contact customer services.
    

If Area code is not greyed out, untick the Use dialling rules check box (by clicking on the tick).

12. Select the Options tab. Check that only the check boxes shown in the following screen are ticked.
    
    
    
    If either the Include Windows login domain or Redial if line is dropped check box are ticked, empty them by clicking on the tick.
13. Select the Security tab. On this screen, ensure that Typical (recommended settings) is selected (as shown below).




If it isn’t, click in the circle to insert the green dot. Everything else on this screen should be unticked.
14. Select the Networking tab. Make sure that the Type of dial-up server I am calling drop-down list is set to PPP:Windows95/98/NT 4/2000,Internet, as shown below:





15. Click on the Internet Protocol (TCP/IP) check box, and then click on Properties. The Internet Protocol (TCP/IP) Properties window displays.
16. Make sure that both Obtain an IP address automatically and Obtain DNS server address automatically are selected, as shown below:
    
    
    
    If either is not selected, click in the circle to insert the green dot.
17. Click on OK to return to the Networking tab. Click on OK again to exit.

If you still can’t connect, click here to go to the next step.