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Account settings Why is my Virgin Media WiFi not working?
WiFi connection problems can be frustrating, but we’re here to help keep you online. Simply test your broadband service, and if we find an issue we can help with a fix online. If needed you can book a technician, order a replacement WiFi Hub, or chat to one of our team.
If you don’t want to run a test right now, we’ve got some handy tips for you to try below.
There are a few reasons why your connection might be having problems. The best thing to do is to run a test on your broadband connection. Otherwise, read on to find out more.
Broadband issues in your area
Having internet problems could be down to a local issue in your area. You can use our clever service status tool to check for service outages in your postcode which may be causing Virgin broadband problems and internet issues.
Issues with your set up
Other common WiFi hiccups could be caused by WiFi signal strength, which is affected by the set up in your home.
You can use the Virgin Media Connect app to run a super-intelligent WiFi home scan. It’s our new-and-improved two-step speed test powered by SamKnows. First, it guides you around your home, room by room, to check WiFi performance in each one. Then, it tests your broadband speed to make sure there are no issues. Just connect to the Hub, tap ‘Start the scan’ then let the app take you through the rest. If the scan finds any areas without WiFi, we’ll suggest ways to improve it – with our WiFi Pods, for example.
Check for loose cables that might cause WiFi connection issues. Make sure that all the cables coming into and out of the Hub are plugged in firmly, and check the cables are connected properly at wall sockets, too.
See if you have any DNS cache glitches, and check that if you have anti-virus software on your device it’s not blocking your internet connection. If you’re using the Hub as a modem, make sure you’re not using an outdated Hub.
If you’re finding that only one device is having connection issues, it’s likely that there’s a problem with that device and not your broadband.
The Virgin Media Hub lights can tell you a lot about its status. If there’s a problem the lights will tell you what’s going on.
Check out our guide below to find out what the lights mean on each of our Virgin Media Hubs, or run a test on your broadband connection to check for any issues.
Hub 5 and Hub 5x
Here’s what the lights mean on for Hub 5 and Hub 5x:
Solid white light
This is normal for the first minute or so after you first turn the Hub on.
Red light
This means there’s an issue with the cable connections. Make sure all cables coming into and out of the Hub are pushed in firmly.
Flashing red light
This means that there is an issue with the telephone system. Make sure all cables coming into and out of the Hub are pushed in firmly.
Dimmed white light
If you see this it means everything is okay. This is what you’ll see when the Hub’s working normally.
Flashing Green Light
If the Hub flashes green slowly it means it’s downloading a software update. The Hub will take a few minutes to reboot once it’s finished downloading it.
Green Light
This means the Hub is in modem mode and won’t be sharing WiFi. If you’ve done this on purpose you’ll probably be using your own router alongside our Hub. You can take the Hub out of modem mode if you know how, and if not you can reset the Hub by pressing the pinhole factory reset button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up.
Blue light
When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds. If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.
Flashing white light
This means the Hub is booting up. Wait at least 5 minutes for it to finish.
Seeing different lights?
If you’re seeing lights that are different to those listed and your WiFi is not working, first try to reboot the Hub. If that doesn’t fix the issue, try to factory reset the Hub to change it back to its original settings. These help with most problems if your Virgin internet is not working or if you’ve got no internet connectivity.
Hub 4
Here’s what the lights mean on Hub 4:
Solid white light
This is normal for the first minute or so after you first turn the Hub on.
Red light
This means there’s an issue with the cable connections. Make sure all cables coming into and out of the Hub are pushed in firmly.
Flashing red light
This means that there is an issue with the telephone system. Make sure all cables coming into and out of the Hub are pushed in firmly.
Dimmed white light
If you see this it means everything is okay. This is what you’ll see when the Hub’s working normally.
Flashing Green Light
If the Hub flashes green slowly it means it’s downloading a software update. The Hub will take a few minutes to reboot once it’s finished downloading it.
Green Light
This means the Hub is in modem mode and won’t be sharing WiFi. If you’ve done this on purpose you’ll probably be using your own router alongside our Hub. You can take the Hub out of modem mode if you know how, and if not you can reset the Hub by pressing the pinhole factory reset button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up.
Blue light
When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds. If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.
Flashing white light
This means the Hub is booting up. Wait at least 5 minutes for it to finish.
Seeing different lights?
If you’re seeing lights that are different to those listed and your WiFi is not working, first try to reboot the Hub. If that doesn’t fix the issue, try to factory reset the Hub to change it back to its original settings. These help with most problems if your Virgin internet is not working or if you’ve got no internet connectivity.
Hub 3
Here’s what the lights mean on Hub 3:
White power light is on and WiFi light is flashing red
This means the Hub is in modem mode and won’t be sharing WiFi. If you’ve done this on purpose you’ll probably be using your own hub alongside the Hub. You can take the Hub out of modem mode if you know how, and if not you can reset the Hub by pressing the pinhole factory reset button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up. When it’s finished you’ll see the solidly lit white power light.
No lights are on
This means the Hub is off. Make sure that the Hub’s power supply is firmly connected to the wall and back of the Hub, and that the socket at the wall is on and that the Hub’s switched on, too. Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the solidly lit white power light.
White power light is on
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
White power light is on and WiFi light is flashing green
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
Yellow power light is on
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
Red power light is on
This means the Hub is too hot. Place it out in the open with its vents uncovered, upright, and away from heat sources.
Green power light is flashing and WiFi light is green
This means the Hub is on, but your WiFi isn’t. It’s likely to be a loose connection in your home. Make sure the white cable is plugged firmly into the Hub and at the Virgin Media socket on the wall. If you’re using a splitter, make sure that’s firmly connected, too.
White power light is on and internet light is flashing green
This means the Hub needs a reboot. Switch the Hub’s power supply off at the wall, then switch it back on again. Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the solidly lit white power light.
White power light is on and internet light is flashing red
This means the Hub needs a reboot. Switch the Hub’s power supply off at the wall, then switch it back on again. Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the solidly lit white power light.
Seeing different lights?
If you’re seeing lights that are different to those listed and your WiFi is not working, first try to reboot the Hub. If that doesn’t fix the issue, try to factory reset the Hub to change it back to its original settings. These help with most problems if your Virgin internet is not working or if you’ve got no internet connectivity.
Super Hub 2 or 2ac lights
Here’s what the lights mean on the Super Hub 2 or 2ac:
No lights are on
This means the Hub is off. Make sure that the Hub’s power supply is firmly connected to the wall and back of the Hub, and that the socket at the wall is on and that the Hub’s switched on, too. Once the power is on this will restart the Hub – it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the solidly lit white power light.
White power light is on and internet light is flashing
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
White power light is on and internet lights are blue
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
White power light is on but traffic light is off
This means the Hub is online and working. If you’re struggling to connect devices to the WiFi, make sure you’ve got the Hub’s correct network name and password. You can also check for problems in your postcode to find if there are any issues in your area.
White power light is on and internet lights are off
This means the Hub is on, but your WiFi isn’t. It’s likely to be a loose connection in your home. Make sure the white cable is plugged firmly into the Hub and at the Virgin Media socket on the wall. If you’re using a splitter, make sure that’s firmly connected, too.
White power light is on and ready light is off
This means the Hub is on, but your WiFi isn’t. It’s likely to be a loose connection in your home. Make sure the white cable is plugged firmly into the Hub and at the Virgin Media socket on the wall. If you’re using a splitter, make sure that’s firmly connected, too.
Seeing different lights?
If you’re seeing lights that are different to those listed and your WiFi is not working, first try to reboot the Hub. If that doesn’t fix the issue, try to factory reset the Hub to change it back to its original settings. These help with most problems if your Virgin internet is not working or if you’ve got no internet connectivity.
When you have problems with internet connection it’s best to run a test on your broadband connection to check for any issues. If you don’t want to run a test right now, just read our tips below.
How to fix Virgin Media WiFi issues
Try these steps to fix most Virgin Media connection problems:
- Reboot the WiFi Hub by turning it off and then on again. Make sure all the wires coming into and out of the Hub are pushed in firmly
- If that hasn’t helped, reset your Hub’s settings and your WiFi settings back to their original settings
- It’s also a good idea to restart your device if it’s just one device that’s having trouble connecting
- Finally, make sure you reconnect all your devices again using the network name and password on the Hub
Virgin Media Hub 5 and Hub 5x settings
Just follow these simple steps:
- Enter 192.168.0.1 into the address bar of your browser, enter your password and the settings page will then load
- Under Modem status overview you can see the status of your modem and the devices that are currently connected
Other tips
- For more details about the Hub, select Admin, and then select Info. Here you can see hardware and software versions, how long the Hub has been turned on and connected to the Virgin Media network, as well as the LAN and WAN IP details
- To see more details about the Hub’s connection to the Virgin Media network, select Advanced Settings, in the Tools section, select Network Status
If you want the Hub to change back to factory settings, reset the Hub settings by pressing the Hub’s pinhole button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up. When it’s finished you’ll see the solidly lit white power light.
Virgin Media Hub 3 or Hub 4 settings
Just follow these simple steps:
- Enter 192.168.0.1 into the address bar of your browser, enter your password and the settings page will then load
- Under Modem status overview you can see the status of your modem and the devices that are currently connected
Other tips
- For a more detailed look at how many devices are connected to the internet, select Connected Devices on the left
- For modem device information, to see more details about the Hub, select Admin and then Info. Here you can see hardware and software versions, how long it has been turned on and connected to the Virgin Media network, as well as the LAN and WAN IP details
- To see more details about the Hub’s connection to the Virgin Media network, select Advanced Settings, Tools and then Network Status for details about the Downstream, Upstream, Configuration and Network logs
If you want the Hub to change back to factory settings, reset the Hub settings by pressing the Hub’s pinhole button for 10 seconds with the tip of a pen and leaving it for 5–10 minutes to start up. When it’s finished you’ll see the solidly lit white power light.
Virgin Media Super Hub 1, 2 or 2ac settings
Just follow these simple steps:
- Enter 192.168.0.1 into the address bar of your browser, the settings page will then load
- Select Device Connection Status, and the following screen will show the Super Hub's connection status, including useful details about any devices that are currently connected to it
Other tips
- For more details about the Hub, select Advanced Settings, enter your password and then in the Device Management section select Device Status. Here you can see hardware and software versions, how long the Hub has been turned on and connected to the Virgin Media network, as well as the LAN and WAN IP details
- To see more details about the Super Hub’s connection to the Virgin Media network, select Advanced Settings, in the Device Management section, select Device Status, and then select Network Status