How do I troubleshoot my Virgin Media hub?

Last updated: June 7, 2018

Something not adding up? Select your Virgin Media Hub from the tabs below to get started.

  

   

Mobile/Desktop only wrapper - from Medium breakpoint - to No limit breakpoint

  

Hub 3.0

If the Hub 3.0 isn't working as expected, we’ve listed a few basic checks to get your connection up and running again.

Or, download our handy Virgin Media Connect app to take control of your WiFi and fix any WiFi niggles.

If you’ve lost your Internet connection completely, check out our article: Why can't I connect to the Internet?

 

Restart the Hub 3.0 and your computer

One of the most common and effective fixes is to restart your equipment. Try the following:

1. Turn off the Hub 3.0 and your computer

2. Wait for 60 seconds and then turn on the Hub 3.0

3. Wait for another 60 seconds and then turn on your computer

Now try to go online to see if the connection now works.

 

Check the positioning of your equipment

If you're trying to connect wirelessly, position the Hub 3.0 and your computer to maximise the strength of the WiFi signal. To find out how to get the best results from your Hub 3.0's WiFi signal, check our article: Getting the best WiFi Signal.

 

Check you're setup correctly for WiFi

If you're trying to connect using WiFi, follow these guides to make check your devices are connected correctly to the Hub 3.0:

Connecting a Windows device to your wireless network
Connecting an Apple Mac to your wireless network
Connecting an Android device to your wireless network
Connecting an Apple Device to your wireless network

 

Check the lights on the Hub 3.0

The lights on your Hub will help identify if anything isn't working as expected. For a guide on the Hub 3.0 lights, check What the lights on your Virgin Media Hub mean.

 

Find the best WiFi channel

WiFi networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby WiFi networks (or other radio sources) operating on the same or similar channels, there can be a saturation of the airwaves that negatively affects the performance of your WiFi network. By using the Auto channel your Hub 3.0, when it first starts up, will connect to the best and least congested channel available.

To find out how to get the best results from your Hub 3.0's WiFi signal, check Getting the best WiFi Signal.

 

Connect via a wired connection (Ethernet)

If you can't get your WiFi connection to work, try connecting the Ethernet cable between your computer and the Hub 3.0. Your computer will normally detect that the Ethernet cable has been plugged in, and you should be taken online immediately.

 

Reset the Hub 3.0

If you're still having a problem making a connection, try to reset the Hub 3.0. This will restore it to its factory default settings, and then you can reconnect your computers and devices to the Hub 3.0 as if you were setting up for the first time.

See our guide on Resetting your Virgin Media Hub.

 

If all else fails

If you're still having no luck in going online, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

   

Mobile/Desktop only wrapper - from Medium breakpoint - to No limit breakpoint

  

Super Hub 2ac

If the Super Hub isn't working as expected, here are a few basic checks you can use to get your connection up and running again.

If you’ve lost your Internet connection completely, check out our article: Why can't I connect to the Internet?.

 

Restart the Super Hub and your computer

One of the most common and effective fixes is to restart your equipment. Try the following:

1. Turn off the Super Hub and your computer.

2. Wait for 60 seconds and then turn on the Super Hub.

3. Wait for another 60 seconds and then turn on your computer.

Now try to go online to see if the connection now works.

Check the positioning of your equipment

If you're trying to connect wirelessly, position the Super Hub 2 and your computer to maximise the strength of the WiFi signal. To find out how to get the best results from your Super Hub 2’s WiFi signal, check our article: Getting the best WiFi Signal.

 

Check you're setup correctly for WiFi

If you're trying to connect using WiFi, follow these guides to make check your devices are connected correctly to the Super Hub:

Connecting a Windows device to your wireless network
Connecting an Apple Mac to your wireless network
Connecting an Android device to your wireless network
Connecting an Apple Device to your wireless network

 

Check the lights on the Super Hub 2ac

The lights on your Hub will help identify if anything isn't working as expected. For a guide on the Super Hub 2ac lights, check What the lights on your Virgin Media Hub mean.

 

Find the best WiFi channel

WiFi networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby WiFi networks (or other radio sources) operating on the same or similar channels, there can be a saturation of the airwaves that negatively affects the performance of your WiFi network. By using the Auto channel your Super Hub 2ac, when it first starts up, will connect to the best and least congested channel available.

To find out how to get the best results from your Super Hub 2’s WiFi signal, check Getting the best WiFi Signal.

 

Connect via a wired connection (Ethernet)

If you can't get your WiFi connection to work, try connecting the Ethernet cable between your computer and the Super Hub 2. Your computer will normally detect that the Ethernet cable has been plugged in, and you should be taken online immediately.

 

Reset the Super Hub 2

If you're still having a problem making a connection, try to reset the Super Hub 2. This will restore it to its factory default settings, and then you can reconnect your computers and devices to the Super Hub 2 as if you were setting up for the first time.

See our guide on Getting the best WiFi Signal.

 

If all else fails

If you're still having no luck in going online, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

   

Mobile/Desktop only wrapper - from Medium breakpoint - to No limit breakpoint

  

Super Hub 2

If the Super Hub isn't working as expected, here are a few basic checks you can use to get your connection up and running again.

If you’ve lost your Internet connection completely, check out our article: Why can't I connect to the Internet?.

 

Restart the Super Hub and your computer

One of the most common and effective fixes is to restart your equipment. Try the following:

1. Turn off the Super Hub and your computer.

2. Wait for 60 seconds and then turn on the Super Hub.

3. Wait for another 60 seconds and then turn on your computer.

Now try to go online to see if the connection now works.

 

Check the positioning of your equipment

If you're trying to connect wirelessly, position the Super Hub 2 and your computer to maximise the strength of the WiFi signal. To find out how to get the best results from your Super Hub 2’s WiFi signal, check our article: Getting the best WiFi Signal.

 

Check you're setup correctly for WiFi

If you're trying to connect using WiFi, follow these guides to make check your devices are connected correctly to the Super Hub:

Connecting a Windows device to your wireless network
Connecting an Apple Mac to your wireless network
Connecting an Android device to your wireless network
Connecting an Apple Device to your wireless network

 

Check the lights on the Super Hub 2

The lights on your Hub will help identify if anything isn't working as expected. For a guide on the Super Hub 2 lights, check What the lights on your Virgin Media Hub mean.

 

Find the best WiFi channel

WiFi networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby WiFi networks (or other radio sources) operating on the same or similar channels, there can be a saturation of the airwaves that negatively affects the performance of your WiFi network. By using the Auto channel your Super Hub 2, when it first starts up, will connect to the best and least congested channel available.

To find out how to get the best results from your Super Hub 2’s WiFi signal, check Getting the best WiFi Signal.

 

Connect via a wired connection (Ethernet)

If you can't get your WiFi connection to work, try connecting the Ethernet cable between your computer and the Super Hub 2. Your computer will normally detect that the Ethernet cable has been plugged in, and you should be taken online immediately.

 

Reset the Super Hub 2

If you're still having a problem making a connection, try to reset the Super Hub 2. This will restore it to its factory default settings, and then you can reconnect your computers and devices to the Super Hub 2 as if you were setting up for the first time.

See our guide on Resetting your Virgin Media Hub.

 

If all else fails

If you're still having no luck in going online, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

   

Mobile/Desktop only wrapper - from Medium breakpoint - to No limit breakpoint

  

Super Hub

If the Super Hub isn't working as expected, here are a few basic checks you can use to get your connection up and running again.

If you’ve lost your Internet connection completely, check out our article Why can't I connect to the Internet?

 

Restart the Super Hub and your computer

One of the most common and effective fixes is to restart your equipment. Try the following:

1. Turn off the Super Hub and your computer.

2. Wait for 60 seconds and then turn on the Super Hub.

3. Wait for another 60 seconds and then turn on your computer.

Now try to go online to see if the connection now works.

 

Check the positioning of your equipment

If you're trying to connect wirelessly, position the Super Hub and your computer to maximise the strength of the WiFi signal. To find out how to get the best results from your Super Hub’s WiFi signal, check Getting the best WiFi Signal.

 

Check the connections to the Super Hub

Make sure that the power and coaxial cables are securely connected to the Super Hub. Use the spanner provided to tighten the coaxial cable to the Super Hub, but make sure not to tighten the connection too much or you may risk damaging the cable and the Super Hub itself.

See our guide on the Setting up your Virgin Media Hub.

 

Check you're setup correctly for WiFi

If you're trying to connect using WiFi, follow these guides to make check your devices are connected correctly to the Super Hub:

Connecting a Windows device to your wireless network
Connecting an Apple Mac to your wireless network
Connecting an Android device to your wireless network
Connecting an Apple Device to your wireless network

 

Check the lights on the Super Hub

The lights on your Hub will help identify if anything isn't working as expected. For a guide on the Super Hub lights, check What the lights on your Virgin Media Hub mean.

 

Find the best WiFi channel

WiFi networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby WiFi networks (or other radio sources) operating on the same or similar channels, there can be a saturation of the airwaves that negatively affects the performance of your WiFi network. By using the Auto channel your Super Hub, when it first starts up, will connect to the best and least congested channel available.

To find out how to get the best results from your Super Hub’s WiFi signal, check Getting the best WiFi Signal.

 

Connect via a wired connection (Ethernet)

If you can't get your WiFi connection to work, try connecting the Ethernet cable between your computer and the Super Hub. Your computer will normally detect that the Ethernet cable has been plugged in, and you should be taken online immediately.

 

Reset the Super Hub

If you're still having a problem making a connection, try to reset the Super Hub. This will restore it to its factory default settings, and then you can reconnect your computers and devices to the Super Hub as if you were setting up for the first time.

See our guide on Resetting your Virgin Media Hub.

 

If all else fails

If you're still having no luck in going online, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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