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Sofa Bear
Sofa Bear
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Troubleshooting your Virgin Media router

Troubleshooting your Virgin Media router

If the Super Hub / Hub 3.0 isn't working as expected, here are a few basic checks you can use to get your connection up and running again.

Finding a happy home for your Super Hub / Hub 3.0 is really important so that you get the best wireless signal – and our fastest ever wireless broadband.

Restart the Super Hub / 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 Super Hub / Hub 3.0 and your computer.
  2. Wait for 60 seconds and then turn on the Super Hub / 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 Super Hub / Hub 3.0 and your computer to maximise the strength of the wireless signal.

Activate your broadband account

You won't be able to browse the Web until you have activated your broadband account. This step should have been completed during the initial setup.

You can activate your account by going to http://virginmedia.com/activation

Change the channel of the wireless router

Wireless networks are set to operate on a number of approved frequencies (or 'channels'). If there are too many nearby wireless 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 wireless network.

Reset the Super Hub / Hub 3.0

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

Connect via a wired connection (Ethernet)

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

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 http://www.virginmedia.com/callcosts. Call costs from other networks and mobiles may vary.

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