Virgin Media Broadband Internet Troubleshooting

Troubleshoot Doc BB.PDF

Virgin Media Broadband Internet Troubleshooting

For most properties managed by Purple Frog the broadband is provided by Virgin Media. The following are steps tenants are required to follow in the case of any issues with the internet.

Quick Fix

If you're having problems with your Virgin Broadband please follow these steps: Quick Fix: Routers go into ‘dormant mode’, this is when the line isn’t used for a while so the line effectively goes into a standby mode. Try a hard reset: Hold the reset button (using a pin etc) for at least 30 seconds (this bit is really important). This will fire a signal back to Virgin and usually get the lines back up and running.

Support Required

If further support is needed: The support number for Virgin is 0800 052 5761.

If you are asked for a PIN, wait and then presses Option 3, you will then get through to support.

Support may ask the account name, give the name ‘The Student Energy Group’ and then then your post code. You may also be asked for the MAC Address, which is the CM MAC on the back of your modem/router.

Virgin will run through trouble shooting with you and should be able to resolve any issues you have. If you still have any issues, please get back in touch with Purple Frog.