Virgin Media Hub: no internet, what to do
When the internet stops on a Virgin Media Hub, a few quick checks fix most problems. This guide covers the Hub 5 and the older Hub 3. Check the label on your router if you are unsure which you have.
Step 1: check if it is just one device
- Try another phone or laptop on the same Wi-Fi.
- If only one device is affected, restart that device and forget and rejoin the Wi-Fi.
Step 2: look at the hub light
On a Hub 5, the single light on the front is:
- Flashing white: starting up. Wait five to ten minutes.
- Solid white: working normally.
- Flashing red: the hub has started but has not registered on the Virgin Media network.
Step 3: check cables and restart
- Switch the hub off at the wall.
- Check all cables, especially the coax cable into the wall, are undamaged and firmly in.
- Switch it back on and wait five to ten minutes for the light to go solid white.
Step 4: check for an outage
Virgin Media has a service status checker on its website and in its app. If there is a fault in your area, restarting will not help. You will need to wait for it to be fixed.
Step 5: factory reset, last resort only
Virgin Media says that if you still see flashing red, you can press the pinhole factory reset button with a pen tip for ten seconds. Wait five to ten minutes after. This erases your Wi-Fi name, password and settings, and the hub goes back to the details on its label. Do not reset if only Wi-Fi is the problem.
Useful tip
If your TV box or phone line also stopped, it usually points to the line rather than your Wi-Fi.
When to get more help
Contact us or Virgin Media if the light is still red after a restart and reset, if there is no outage reported, or if you can see damage to the cable. Note the light colour and any fault messages to tell them.