My broadband isn't working. When I run a test it says 'it looks like your router isn't switched on'. However, it definitely is. The light is on. Is there a known fix?
Phone customer services and report the problem. The message actually means your VM hub cannot connect to the CMTS at the VM location. Can be caused by various faults.
Sorry for the trouble you've had with your broadband.
Have you been able to check for related known issues on our service status page: virg.in/service? If you sign in from there you can also run tests on your equipment which may offer a solution.
If there's nothing communicated that could be causing the problem don't hesitate to let us know so we can take a further look.
Alternatively you can text our cable-care team on 07533051809 (Mon - Sat 8am - 8pm) or give us a call on 150/ 0345 454 1111.