Stream Billing Information

Let’s be honest, nobody likes a bill. But at Virgin Media, we want you to know exactly what you’re paying for. So here we aim to explain how your Stream billing works.

Stream billing and payment FAQs

I have Stream from Virgin Media and I’m seeing an error message on my TV screen

You may be seeing the following message because your Virgin Media WiFi Hub is currently set up in modem mode:

“It looks like you aren't home. Unfortunately you can only use Virgin TV at home."

To successfully set up and use Stream, the Hub must be in router mode. To change this setting, follow these steps:

  1. Enter the Hub’s IP address into the address bar of your browser
  2. Sign in to the Hub’s setting screen using the settings password, which you’ll find printed on the Hub
  3. Select the Modem Mode tab on the left-hand side of the screen
  4. Select the option to enable Router Mode
  5. Select Apply Changes, and then confirm the changes
  6. The Hub will restart and return to router mode

    Alternatively, you can simply reset the Hub to return it to its original settings, including router mode. Use a pen tip to press and hold the reset button on the back of the Hub for 10 seconds. When the white power light is solidly lit after about 10 minutes, the Hub will have finished restarting.

    Now let’s restart the Stream box and get it reconnected to the Hub:

  7. Disconnect the power lead from the Stream box and wait 15 minutes
  8. After waiting, connect one end of an Ethernet cable to the Hub, and the other end to the Ethernet port on the Stream box’s power supply
  9. Plug the power lead back into the Stream box, and wait for it to start up
  10. Once the Stream box has finished starting up, you should see the home screen – if this doesn’t happen, restart the Stream box again by disconnecting and reconnecting the power lead
  11. If you’d like, you can disconnect the Ethernet cable from both the Stream box’s power supply and the Hub, and connect Stream to the Hub over WiFi

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