Router troubleshooting

Getting set up? Wondering what the flashing lights mean? Wi-Fi not reaching your room?

Jump to the installation guide

1. When will my router arrive?

Your router should be with you within two weeks of signing up. If there are any delays, you'll be the first to know. Once it's been collected by our courier you'll be provided with tracking info, to keep an eye on things.

2. Will an engineer need to set up my broadband?

If your property has not been connected to Virgin Media previously, an engineer will be required to come to the property to set this up and install a wall socket this will have been arranged for you. ou can see the status of this in your broadband tracker. Please note they may need to visit more than once.

The appointment usually takes between 30 minutes to 2 hours in order for the engineer to set your services. The engineer will arrive in a Virgin Media van and be carrying ID, so they’ll be easy to spot

3. Do I need to activate my router?

No, as we have arranged your broadband through Virgin Media Business we have already activated the line for you! In most instances (98% of the time) your router will be QuickStart meaning you just need to plug it in and go!

4. I have moved in and an existing router is here, can I use this?

If you've moved in and there is an existing router at the property unfortunately this cannot be used. The providers associate a new router to your line. For virgin media these are encoded for secruity purposes and have a dedicated MAC address.

We will always look to send the router to the address via DPD tracked delivery in line with your go live date

5. Where is the wall socket for my broadband?

Wall sockets can tricky 'cause there's is no set location!

Usually your wall socket is:

In a communal area like the living room
or the front bedroom if you're in a student house or flat

If you still can't find it, take a look at theinstallation guideto get an idea of what your wall socket should look like.

If that doesn't help, look for a brown box on the outside of your house or flat.

This is usually on the front of the property/nearest street entrance
And should feed into your house.
On the inside of this wall there should be a wall socket that will say: Virgin Media, NTL or Telewest.
Congrats! You just found your broadband socket.

6. What is my broadband speed?

DOWNLOAD: It’s the speed that matters, how fast your internet connection is able to retrieve data from the internet. Browsing, streaming and everything in between is affected by this and it’s the speed most providers focus on.

UPLOAD: Upload speed refers to the speed that your internet connection can allow data to be sent from your devices to the internet. Usually relevant for uploading content like photos, videos or your webcam during a video call.

Want to test your speed? 👉 https://www.speedtest.net/

5. Starting up

Your Hitron will now connect to our Fibre network and download
the latest software update.

During this time your Hitron may reboot as it downloads the updates. This can take up to 30 minutes.

When the Wi-Fi light is on, and the downstream and upstream lights are solid blue, you should now have internet connectivity.

If your internet connection ISN’T working after following the install process, please call 0800 052 0800.

8. Connect table or mobile

Tablet or mobile

Connecting to WiFi is very similar on Android or on iOS. On your tablet or mobile go to the settings area. Select WiFi from the list of options. Make sure it is on.

Your device will list all nearby WiFi networks. The one that you are looking for will be called something like VM123456
.
Click on that network and you will be asked to enter your password. The information on network name and password can be found on the back of your Hitron.

WiFi Network Name (SSID)
This is the network name broadcasted by your router. You need to select either 2.4GHz or 5GHz network name (if shown) from your computer or device’s wireless manager to connect wirelessly. The Hitron router has a dual concurrent WiFi feature.
Passphrase
This is the passphrase (or WiFi password) you’ll be prompted to enter after selecting your WiFi network name (SSID).

Connect with QR code

Your Hitron has a QR code for each SSID that can be scanned on mobile device to automatically connect to the network.

Finding your connection

Finding your network is easy but it’s a bit different depending on which version of Windows you have. For Windows 10, 7 and Vista you’re looking for a network icon in the bottom right of your screen. It might look like the symbols above
Windows 8?

For Windows 8, that network icon can be found in the settings area, which is on the Home screen marked by a cog icon.
Which is my WiFi?

Your WiFi network name will be something like VM123456.
Connecting manually

To connect manually with Windows find the network on your computer first, click the connect button and then enter the WiFi password.
Click to confirm

Finding your connection

On Mac OS a list of networks can be found under the WiFi icon at the top of your screen.

If this icon isn’t there you’ll need to go to System Preferences > Network > Wi-Fi.

Your network name will be
something like VM123456.
Connecting manually

To connect manually with Mac OS, first find the network on your computer. Click the network name then enter the WiFi password and click OK to confirm

To see the device’s connection status you’ll need to log into the Hitron Network Manager then click the wireless network settings button on the left hand side.

Wireless
Select the relevant tick box to Enable/Disable 2.4GHz or 5GHz wireless functionality on your router. Please see page 28 for more information.

Security mode
We recommend you select the ‘WPA Auto’ option. This gives good security and the connection is supported on most computers and devices.

SSID
This is the Service Set Identified (the name for your wireless network). Simply leave it as the default, or change the name to something else if you prefer.

Passphrase
You’ll find this on the back of your router. You can change it so it’s more secure if you like.

Channel
Your router will automatically scan and set itself to the best available channel – but if you want to you can choose any channel you like. This is handy if there are signal interruptions caused by microwaves, DECT phones or something similar.

Activating your WPS push-button

By default, your WPS push-button will be switched off. To activate it, you will need to use your GUI until the new firmware is available.

Get started by following the steps below:

Step 1: Browse to 192.168.0.1
Step 2: Enter your Username and Password
Step 3: Go to WIRELESS
Step 4: Go to 2.4G and Toggle WPS (ON/OFF) to ON
Step 5: Go to 5G and Toggle WPS (ON/OFF) to ON
Step 6: Save Changes

You’ll need 2.4GHz and 5GHz.

Connecting a wireless device:

There are two ways to connect a wireless device to your router. Either follow the simple WPS push-button method below, or follow the manual method outlined for your device above.

Simple WPS push-button method:

Step 1: Press and hold the round WPS button until it flashes.
Step 2: Open your device’s Network Manager, or find the WPS button on your device. Make sure you do this within two minutes of the button flashing. If you can’t find it, follow the manual method on the next few pages, or check your device’s user manual.

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Router troubleshooting

Just signed up?

Jump to the installation guide

1. When will my router arrive?

2. Will an engineer need to set up my broadband?

3. Do I need to activate my router?

4. I have moved in and an existing router is here, can I use this?

5. Where is the wall socket for my broadband?

6. What is my broadband speed?

Looking for something quickly?

Installing your router

1. Find your isolator cable

2. Getting you connected

3. Power supply

4. Connect power supply

5. Starting up

6. WiFi settings & connection details

7. Connect Ethernet cable