Here is a list of common problems that you may come across setting up and using this product, together with answers and suggestions. If your question is not answered here, please contact technical support.
- My Set-up CD hasn’t started
- I already have a wireless enabled PC but the Set-up CD doesn’t detect it.
- I’ve successfully completed the wireless network set-up so why am I being asked to set-up Broadband account?
- I need to set-up and activate my Broadband account and the on-screen instructions have not appeared.
- My anti-virus software is blocking access to Wireless Manager.
- Wireless Manager displays "Incompatible Wireless Adapter" message.
- Multiple wireless adapters interfere with each other.
- PC takes a long time to connect to wireless network.
- PC does not reconnect to wireless network when it is restarted.
- Network name and password problems during setup.
- Problem changing password when multiple PCs are on the network.
- Cable modem not ready during initial setup.
- Windows Vista setup problems.
- Multiple wireless networks found during setup.
My Set-up CD hasn’t started
Open 'Windows Explorer' or 'My Computer' on your PC and click on your CD drive (usually D then double click on the file setup.exe)
I already have a wireless enabled PC but the Set-up CD doesn’t detect it.
Our software supports many 54Mbps (802.11g) wireless adapters/cards. If you have an older adapter/card (802.11b) then you’ll need to upgrade it. We can provide them, please visit www.virginmedia.com/shop
I’ve successfully completed the wireless network set-up so why am I being asked to set-up Broadband account?
If you are new to Virgin Broadband you will need to run through Broadband set-up after successfully setting up a wireless network. This will ensure your Broadband account is fully set-up and you can get all the benefits that come with Virgin Broadband such as free email, free PC Security suite, free webspace and much more. Please select 'New Customer' when prompted by the set-up software.
I need to set-up and activate my Broadband account and the on-screen instructions have not appeared.
If you’re an existing Broadband customer, you don’t need to set-up Broadband again – just select 'Existing Customer' when prompted and start surfing wirelessly.
For new Broadband customers, on-screen instructions on how to set-up your Broadband account should appear after clicking 'New Customer' when prompted by the set-up software. This will open a new browser window. If this window does not appear, please type http://allyours.virginmedia.com/wbbsetup into your address bar.
My anti-virus software is blocking access to Wireless Manager.
If you are running a third party Anti-Virus program such as McAfee or Norton, you may need to disable it temporarily to complete the wireless set-up process and then re-enable it.
It is recommended that you always select 'Allow' or 'Permit' when prompted by your Anti-Virus program to allow access to Wireless Manager.
Wireless Manager displays "Incompatible Wireless Adapter" message.
This means that your computer has a wireless network adapter that is not currently compatible with the router. A common cause of this problem is that the software (driver) for the adapter is out of date. Connect your PC to the Internet via a wired link and visit the website of the PC or Wireless Adapter manufacturer, to check for new drivers.
Please note that if you disconnect the wireless router from the cable modem, and connect your PC directly to the cable modem you will have to switch the modem off, wait 20 seconds, switch it on again, and wait for it to complete its startup process, before you can access the Internet. Follow the same procedure with the modem when swapping the connection back to the wireless router.
If you are unable to update the driver, you will have to replace the adapter with a compatible one, obtainable from Virgin Media Shop
Multiple wireless adapters interfere with each other.
This is related to the above problem. If you have installed a Virgin Media supplied wireless adapter in a PC that already has an adapter, the two will probably clash. You should remove the original adapter if possible.
Alternatively, temporarily remove the Virgin Media adapter, then start Windows Control Panel, then Network Connections. Now right click on the icon for the original adapter and select 'Disable'. You can now replace the Virgin Media adapter and continue.
PC takes a long time to connect to wireless network.
If your PC is older, and/or has a lot of software applications that start automatically during startup, it may take some time to connect to the network. Open the Wireless Manager to show the status of the connection. You may want to reduce the number of applications that are automatically started.
PC does not reconnect to wireless network when it is restarted.
If your PC had previously connected correctly, but fails to do so after a restart, the most likely cause is a poor wireless signal. Ensure that there are as few obstructions as possible between PC and router (brick or stone walls, metal structures and similar are the worst). Use Wireless Manager to determine the signal strength.
Network name and password problems during setup.
You may see a message at this stage in setup asking you to move the PC and router closer together. It is always a good idea to ensure maximum signal strength at this stage. However, if the problem persists, you should switch the router off, wait 10 seconds, and switch it on again.
Problem changing password when multiple PCs are on the network.
If you have more than one PC on your network, and want to change the network password, you need to have all PCs running and connected to the network at the time. If one or more PCs are not running at the time, they may not be able to reconnect later as they will still be using the old password.
On the PC(s) which cannot connect, open Wireless Manager, and click on the flashing red "circled X". This should open a window allowing you to enter the new password.
We have found that a few combinations of PC and different versions of Windows don't show this window. If this is the case on your PC, exit Wireless Manager. Now from the Windows 'Start' button select the 'Easy Setup' option in Wireless Manager. This will allow you to enter the new password.
Cable modem not ready during initial setup.
The first stage of setup of your Wireless Network requires you to switch off the cable modem, connect its network port to the wireless router, and switch on again. In most cases, the modem will have completed its startup before you have completed the wireless setup. However, if the modem is not ready your router and PC will not be able to connect to the Internet or (for new customers) to the Virgin Media Broadband Activation system.
If you encounter this problem, wait a few minutes to allow the modem more time to complete its startup and connection process.
If you swap the wired network connection from the router back to the PC, you will have to switch the modem off and on again: the modem needs to be restarted whenever the device connected to its network port is changed.
Windows Vista setup problems.
Certain versions of Windows Vista have difficulty completing the setup process for the router. We are working to resolve this problem, but you can complete setup by switching the router off, waiting 20 seconds, and switching on again. Wait for the status lights on the router to settle to their normal state, and continue.
Multiple wireless networks found during setup.
If there are several wireless networks within range, it is possible that the setup process will try and connect you to the wrong router. To avoid this, use a wired connection between each PC and the router in turn until you have set up all your PCs.
