Virgin Media Community

[Judef]

I've had my broadband speed increased today but now have a green light with 2 arrows on my router. Does this mean the changes are not complete yet as I have no Internet connection anymore.

[jbrennand · Accepted solution]

Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

If nothing is reported, try a pinhole reset first as per thsi...
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Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.

[Kath_F]

Hi Judef, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue since with your broadband connection since upgrading the speed. Taking a look at our systems, I can see the Hub is online and the power and signal levels are all optimal. 

Since posting, are you still having the same issue or have things been resolved now? 

Pop back and let us know. 

Thanks, 

[Judef]

Hi, Kath_F,

Thank you, the issue appears to have been resolved now and everything is working great.

Many thanks

Judef

[Tom_W1]

Hi @Judef, thanks a lot for your message - that's great to hear!

Thanks for taking the time to let us know and please let us know if you need further help in future.

Many thanks