Virgin Media Community

[MRE2020]

Hi

having problems with sons xbox not recognising our IP address. It isnt ‘open’ - it says cannot be found....this is despite last week me going into the ip address online and following the process (which i was advised would solve the issue) of  switching off modem, disable then enable, then switch off modem again and reboot modem and xbox....this worked for a few days but now the ip issue has arisen again.

any advice on how to solve this?

[VM121]

Hi

Sorry to hear you're having this problem. I work in the field for virgin media and hopefully I can help you. please plug out all ethernets that are connected to the back of your hub. Do a pin reset without connecting back any ethernets and run a speed test. Leave it like this and see if you lose speed

[MRE2020]

Thanks

how do i do a pin reset?

and how do i run a speed test?

if i do lose speed what do i do?

[paultechy]

to reset hub -> https://www.virginmedia.com/help/virgin-media-reset-your-hub if you hold the reset for 30+ seconds, during the reset DONT turn off hub.
and to run a speedtest this is best using a PC/laptop using a wired connection via https://www.speedtest.net/