Complete Virgin Media Guide Updated January 2026

Virgin Media Help & Support Centre

Your comprehensive resource for all Virgin Media services. Find troubleshooting guides, setup instructions, and expert help for broadband, TV, phone, and account management.

We've helped thousands of Virgin Media customers troubleshoot issues and navigate their services - browse our comprehensive guides below.

Virgin Media Help Topics

Broadband & WiFi

Speed issues and connection problems

  • Speed issues
  • Connection problems
  • Broadband setup

Router & Hub Setup

Hub setup and configuration

  • Hub 4/5 setup
  • WiFi password
  • Reset guide

WiFi Problems

Fix WiFi connection issues

  • WiFi dropping
  • 2.4GHz issues
  • Signal boost

Hub 5 Issues

Hub 5 specific problems

  • Hub 5 problems
  • Firmware bugs
  • Hub 4 comparison

TV & Streaming

TV box and streaming apps

  • iPlayer
  • Netflix
  • Virgin TV 360

Complaints & Compensation

Make a complaint

  • How to complain
  • Auto compensation
  • Ombudsman

Cancellation Guide

Leave Virgin Media

  • Leave Virgin Media
  • Fees
  • Equipment return

Moving Home

Transfer your service

  • Transfer service
  • Check availability
  • Installation

Price Increases

Understand price rises

  • Annual increases
  • Your rights
  • Negotiation

Virgin Media O2 Volt

Volt bundle benefits

  • Volt benefits
  • Speed boosts
  • O2 bundles

Contact Virgin Media

Get in touch with Virgin Media through your preferred method

Customer Service

0345 454 1111

Technical support available 24/7

General enquiries: Mon-Sun 8am-10pm

My Virgin Media App

Download Free

Manage your account, check usage, pay bills, and troubleshoot issues

Available on iOS & Android

Live Chat

Chat Online

Get instant help through the Virgin Media website or app

Available 24/7 for technical issues

Virgin Media FAQs

How do I reset my Virgin Media Hub?
To reset your Virgin Media Hub, locate the reset button on the back of the router. Press and hold it for 10-15 seconds using a paperclip or pin until the lights flash. The Hub will restart and restore factory settings. Note that this will reset your WiFi name and password to the defaults printed on the Hub. Wait 5-10 minutes for the Hub to fully restart before testing your connection.
Why is my Virgin Media broadband slow?
Slow Virgin Media broadband can be caused by several factors: network congestion during peak hours (typically 6pm-11pm), WiFi interference from other devices or neighbouring networks, router placement issues (too far from devices or blocked by walls), or a fault on the line. Try restarting your Hub, moving it to a central location, connecting via ethernet cable to test speeds, or using the 5GHz band instead of 2.4GHz. If issues persist, run a speed test and contact Virgin Media if speeds are significantly below your package rate.
How do I find my Virgin Media WiFi password?
Your default WiFi password is printed on a sticker on the back or bottom of your Virgin Media Hub. Look for the "WiFi Password" or "Network Key" label. If you've changed your password and forgotten it, you can access your Hub settings by typing 192.168.0.1 in your browser while connected to the Hub, or check the My Virgin Media app. You can also perform a factory reset to restore the default password.
How do I contact Virgin Media customer service?
You can contact Virgin Media customer service by calling 0345 454 1111. Technical support is available 24/7, while general enquiries are handled Monday to Sunday 8am-10pm. You can also use Live Chat through the Virgin Media website or My Virgin Media app, which is available 24/7 for technical issues. For account and billing queries, the My Virgin Media app allows you to manage most things without calling.
What is Virgin Media O2 Volt and how do I get it?
Virgin Media O2 Volt is a bundle that combines Virgin Media broadband with O2 mobile, offering exclusive benefits like faster broadband speeds (double your speed up to Gig1), double mobile data, and priority access to O2 events. To get Volt, you need both a qualifying Virgin Media broadband package and an O2 Pay Monthly mobile plan. Link your accounts through the My Virgin Media or My O2 app to activate Volt benefits. The bundle is free to activate once you have both services.

Sources & References

JT

Written by James Thompson

Broadband & Home Technology Expert

James is a former broadband engineer with 10 years of experience installing and troubleshooting home internet and TV systems across the UK. He specialises in helping customers get the most from their Virgin Media services.

Last reviewed: January 2026