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Broadband FAQ

For users of Virgin Media's broadband
Sponsored by: Annie Brion Computer Diagnostics europe
Frequently AskedQuestions.
Q01 What are the current maximum speeds for each broadband service? Q02 I connect to the Internet using my set top box. Can I get a faster speed than 1Mb/s? Q03 How can I test that I am downloading at my correct speed? Q04 What if I am not downloading at my correct speed? Q05 I've checked my speeds and set up, and I'm still not getting my full download speed. What should I do now? Q06 How do I do a netstat -a? Q07 How do I do a traceroute or a ping? Q08 Where do I find my modem logs and signal levels? Q09 Why can't I download at full speed from a specific site? Q10 Which modems cannot provide the full Broadband service speed? Q11 How can I find which region I am in or what UBR I'm on? Q12 My modem log shows an upgrade failed error, what does this mean? Q13 How can I make the most of my bandwidth whilst downloading? Q14 I've upgraded my speed in selfcare but after 24hrs/48hrs I still see no difference, what can I do? Q15 How can I download more than two files at a time in Internet Explorer? Q16 I have an 802.11b (11Mb/s) wireless router/NIC, will I get my full bandwidth? Q17 Can ALL broadband routers be used with the  L  and higher services? Q18 How do I connect the Virgin Media broadband modem to a new computer? Q19 How do I downgrade or upgrade my connection speed? Q20 Do I need to register my MAC address? Q21 How can I get my Modem to start after a power failure or network outage? Q22 When cancelling my broadband what happens to the modem? Q23 Why does my network card (local Area Connection) shows 100.0 Mb/s or 1000.0 Mb/s as its speed? Q24 Does Virgin Media provide web hosting? Q25 Why is my Internet speed much more than I subscribe to? Q26 Will the blueyonder, ntl & Virgin email addresses be removed when the Virgin Media re branding has been completed? Q27 When I PING blueyonder.co.uk why does it just time out? Q28 I lose my connection frequently, and I have to reboot my computer to get it back? Q29 I've set up a new router/PC correctly, but I still can't connect to the Internet? Q30 My free PWP webspace allocation is now showing 55MB/200MB is this an error? Q31 Are Virgin Media blocking any TCP/UDP ports? Q32 My email alias has disappeared, where has it gone? Q33 What hours do Technical Support cover the support forums? Q34 Is Windows Vista supported? Q35 What are the supported operating system? Q36 If I cancel all my Virgin Media services/account can I keep my email addresses or have them redirected for a couple of months? Q37 Can I get a fixed IP address? Q38 Why does the address http://192.168.100.1 not work in my browser? Q39 Why do I have problems after my IP address has changed? Q40 Does Virgin media sell your web browsing usage patterns to any 3rd party? Q41 What are the usual trial areas? Q42 Will Virgin Media be introducing usage caps? Q43 My connection speed drops mysteriously, what's going on? Q44 What is STM? Q45 Does Virgin Media supply access to newsgroups (Usenet)? Q46 Are there any support newsgroups? Q47 Are there any public Usenet groups available? Q48 I've seen FU being used on Usenet, what does it mean? Q49 Why do my modem LED's all go off even after a reboot? Q50 What is the standby button for on my broadband cable modem? Q51 Are you protected by PCGuard whilst connected to a non-Virgin Media Internet?
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Let the Questions and Answers begin...
Jump back to the questionsStart of question Q 01  What are the current maximum speeds for each broadband service?
The current maximum speeds for the Virgin Media broadband services are:
Broadband package S M L XL
20
XL
30
XXL 100Mb
Download speed 2Mb 10Mb 10Mb 20Mb 30Mb 50Mb 100Mb
Upload speed 256Kb 512Kb 512Kb 768Kb 3Mb 1.5Mb 10Mb
Upload after upgrade* 256Kb 1Mb 1Mb 2Mb 3Mb 5Mb 10Mb
*These are the speeds after the current round of sevice upgrades, not all services are being upgraded (info corrcect as of 25th Jan 2011).
 XL20  customers can upgrade to  XL30  for a one-off charge of £30.00.
End of question Q 01 Back to the top of the page
Jump back to the questionsStart of question Q 02  I connect to the Internet using my set top box. Can I get a faster speed than 1Mb/s?
Most customers who connect to the broadband service through a set top box can only connect at a maximum download speed of 1Mb/s. If you wish to change to a cable modem and take advantage of the higher speeds, please contact Customer Services (Contact numbers).
Note: It has been reported that some Samsung set-top-boxes can handle speeds up to 5Mb/s and some Pace boxes may reach up to 2Mb/s. Please contact Virgin Media customer services (Contact numbers) for clarification.
End of question Q 02 Back to the top of the page
Jump back to the questionsStart of question Q 03  How can I test that I am downloading at my correct speed?
There are many speed tests, of varying accuracy, available on the Internet. However, a simple way to test your connection is to download four or more files simultaneously (one file downloaded will not usually use the full bandwidth you have available) from a UK mirror of such sites as: Virgin Media game demos, http://www.tucows.com or http://fuller.zen.co.uk/test/ and then adding up the average transfer speed for each individual file. For example, if you are currently connected to the  XL20  service, this equates to up to 20,480Kb/s (kilobits per second) or 2,560KB/s (kilobytes per second) for downloading, and the upload speed is "up to" 768Kb/s or 96KB/s. On top of this, you should deduct around 10% for overhead data transfer. Internet Explorer normally reports transfer rates in KB (kilobytes per second). Please remember also, that the Internet is only as fast as its slowest link. This means that, if you are on the Virgin Media  XL20 service and you are trying to download a file from the USA, you are then reliant on the ISP's network in the region of the service you have connected with, and that their servers are able to supply you with the full  XL20  speeds.

If Windows XP will not allow you to download more than two files at once, go to the Microsoft Knowledge base for instructions of how to overcome this limitation or you could use two separate browsers i.e. Internet Explorer & Firefox or you could download XP-Antispy that can change the limit to 10 by ticking a box.
XP-Antispy also allows you to increase the number of concurrent connection attempts.

Some further information on this subject can be found here.
The typical download speeds (not under traffic management [See Q44 ]) you should look for are:
Broadband package S M L XL
20
XL
30
XXL 100Mb
Values in Megabits per second
From Speed 1.84 9.20 9.20 18.40 27.60 46.00 92.00
To speed 2.00 10.00 10.00 20.00 30.00 50.00 100.00
Values in MegaBytes per second
From Speed 0.23 1.15 1.15 2.30 3.45 5.75 11.50
To speed 0.26 1.28 1.28 2.56 3.84 6.40 12.80
Values in KiloBytes per second
From speed 230 1,150 1,150 2,300 3,450 5,750 11,500
To speed 256 1,280 1,280 2,560 3,840 6,400 12,800

 XL20  customers can upgrade to  XL30  for a one-off charge of £30.00.

Note: If you have a wireless network please see Q16 . Also Traffic Management might cause your speed to drop, see Q43 & Q44 for more details.
End of question Q 03 Back to the top of the page
Jump back to the questionsStart of question Q 04  What if I am not downloading at my correct speed?
If, after completing the speed test example above, you are still not receiving your full download speed, then there are a few more checks you can complete. Please check your Network Interface Card (NIC or Ethernet card) or, if you have one, any home network equipment, making sure it has a fully rated 10/100baseT port avail ab el to the Internet. Some older network cards and routers only have a 10Mb/s port, and these are not fast enough to transfer the data that is being downloaded. This gives the appearance that you are not connecting at the correct speed. You may also see this issue if you connect the modem to your computer using the Universal Serial Bus (USB) connection. Please try connecting your modem to your computer using a Broadband Network Interface Card, using a CAT5 (RJ45) cable, and after confirming that your network card and any other equipment does have the 10/100baseT standards outlined above. This should greatly improve your download speed.

It might be helpful to try disabling your firewall and running the speed tests from Q03 again. This will see if your firewall settings are causing the speed issues.

In addition if you currently have a modem that is not capable of providing your full service speed you might need to change it, please see Q10 for further details.

You may also be able to improve your speed by changing your MTU settings, take a look at http://www.speedguide.net for instructions.
End of question Q 04 Back to the top of the page
Jump back to the questionsStart of question Q 05  I've checked my speeds and set up, and I'm still not getting my full download speed. What should I do now?
Check for service problems at http://status2.virginmedia.com if nothing is reported, technical support will be able to investigate your issue further for you. If you contact technical support using the Help & Support Forum or by email, the following list of information will help Virgin Media to diagnose your issue promptly. Please close as many applications on your machine as possible before completing these tests, as this helps to give the most accurate results. Virgin Media would also ask that you disconnect any home networking equipment you have and only connect directly to the cable modem with a single computer before continuing these tests

Please post the details of:
  • Your netstat -a (see Q06 )
  • Your total download speed from 4 simultaneous file downloads (as outlined in Q03 )
  • Ping to www.bbc.co.uk (see Q07 )
  • Two trace routes to www.bbc.co.uk (see Q07 )
  • Your modem logs and signal levels (see Q08 )
  • And a good description of your exact issue
  • Your alias - The part of your email address before the @ symbol, this is so support can identify your account details on their system. ie. if your email is abc@blueyonder.co.uk or abc@ntlworld.com then abc is what is required
End of question Q 05 Back to the top of the page
Jump back to the questionsStart of question Q 06  How do I do a netstat -a?
Windows 98 / ME
Click on Start, then Run, and type command in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type netstat -a then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
Windows 2000 / XP / Vista / Windows 7
Press Winkey (one of the keys next to the Alt/Alt Gr keys) + R, and type cmd in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type netstat -a then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
Apple Mac
After opening Finder, click on Applications, then Utilities, and then on Network Utility. Click on the Netstat tab and complete a netstat by clicking on the Netstat button.
Ubuntu / Linux
Open a terminal session (make sure you have enough scrollback lines in the terminals profile), type netstat -a then press the enter key on your keyboard. Copy and paste the results, one method of which is to drag your mouse over all the details. Once highlighted, use the Copy option on the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
End of question Q 06 Back to the top of the page
Jump back to the questionsStart of question Q 07  How do I do a traceroute or a ping?
Windows 98 / ME
TRACEROUTE
Click on Start, then Run, and type command in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type tracert www.bbc.co.uk then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.

PING

Click on Start, then Run, and type command in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type ping www.bbc.co.uk then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
Windows 2000 / XP / Vista / Windows 7
TRACEROUTE
Press Winkey (one of the keys next to the Alt/Alt Gr keys) + R, and type cmd in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type tracert www.bbc.co.uk then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.

PING
Press Winkey (one of the keys next to the Alt/Alt Gr keys) + R, and type cmd in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type ping www.bbc.co.uk then press the enter key on your keyboard. To copy and paste the results, use the Mark button on the window toolbar, or by using the mouse right click menu on the top window border. You can then drag your mouse over all the details. Once highlighted, use either the Copy button on the window toolbar or the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
Apple Mac
TRACEROUTE
After opening Finder, click on Applications, then Utilities, and then on Network Utility. Click on the Traceroute tab and complete the Traceroute by clicking on the Traceroute button.

PING
After opening Finder, click on Applications, then Utilities, and then on Network Utility. Click on the Ping tab. In the field under "Please enter the network address to ping", enter the IP address or domain name of the computer you want to ping. Click the radio button next to Send only ___ pings. In the Send only ___ pings box, type the number of packets you would like the Network Utility to send. The default is ten, and that should be sufficient in all but the most congested network conditions. Click the Ping button.
Ubuntu / Linux
TRACEROUTE
Open a terminal session, type traceroute www.bbc.co.uk then press the enter key on your keyboard. Copy and paste the results, one method of which is to drag your mouse over all the details. Once highlighted, use the Copy option on the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.

PING

Open a terminal session, type ping www.bbc.co.uk then press the enter key on your keyboard. Copy and paste the results, one method of which is to drag your mouse over all the details. Once highlighted, use the Copy option on the mouse right click menu. The details should now be in your clipboard ready to paste into other applications.
End of question Q 07 Back to the top of the page
Jump back to the questionsStart of question Q 08  Where do I find my modem logs and signal levels?
Open your web browser and type http://192.168.100.1 (see Q38 if you encounter problems displaying this page) into the address bar and click the Go button or press the Enter key on your keyboard. This will bring up your modem configuration pages where you can find your modem logs and signal levels. You will need to switch OFF any proxy you may have set in your web browser, or this may cause these pages not to be displayed properly.

If you are asked to enter a userid and password, try root for both or admin for both.
Note: If you have a Webstar modem and do not use Internet Explorer you may not be able to display http://192.168.100.1 as there is a bug in the web code that may stop the page being displayed. No specific model of Webstar has been identified as having this problem, newer models might be OK.
End of question Q 08 Back to the top of the page
Jump back to the questionsStart of question Q 09  Why can't I download at full speed from a specific site?
At this time, many websites are not built to cope with multiple connections from high-speed broadband users, and they frequently limit the speed of information that they are sending out. Until this level of high-speed broadband is more commonplace, you may see what looks like a slow connection when downloading from many websites. This is not an issue with your Virgin Media service, which does fully support its advertised speeds.
End of question Q 09 Back to the top of the page
Jump back to the questionsStart of question Q 10  Which modems cannot provide the full Broadband service speed?
Please visit here to determine if your current modem is able to provide you with the full broadband service speed you subscribe to.
Note: For some reason Virgin Media have removed the link to check the modems. This question will remain in case Virgin Media reinstate the link.
End of question Q 10 Back to the top of the page
Jump back to the questionsStart of question Q 11  How can I find which region I am in or what UBR I'm on?
If you go to the Virgin Media General Internet Tools page, you can find the information at the bottom of the page directly after Client Host Name.

Ex-ntl customers might want to take a look here
End of question Q 11 Back to the top of the page
Jump back to the questionsStart of question Q 12  My modem log shows an upgrade failed error, what does this mean?
The failures are software upgrades to the modem. These upgrades are made available to all modems, but your modem make and/or model does not need it.

Example:
2005-10-11 20:50:01 4-Error 0x041D050C SW upgrade Failed after download - Incompatible SW file
End of question Q 12 Back to the top of the page
Jump back to the questionsStart of question Q 13  How can I make the most of my bandwidth whilst downloading?
The use of a download manager such as Free Download Manager, GetRight, FreshDownload, DAP etc... will manage your download by opening more than one connection to a server thus maximizing your download speed. Using a download manager will also help when performing speed tests as it will automatically combine the speeds of several connections. Check here for information on download managers.
End of question Q 13 Back to the top of the page
Jump back to the questionsStart of question Q 14  I've upgraded my speed in selfcare but after 24hrs/48hrs I still see no difference, what can I do?
First make sure you have power cycled your modem (turn it off at the mains then back on again). If you have and still the speed stays the same, you can phone Customer Services (Contact numbers). They should be able to push the upgrade through for you whilst you're on the phone to them.
End of question Q 14 Back to the top of the page
Jump back to the questionsStart of question Q 15  How can I download more than two files at a time in Internet Explorer?
This only works for Windows XP.

First download XP-Antispy from www.softpedia.com

Using XP-Antispy, in the "Special" menu at the top, choose "Connection limit..." then patch to at least 50 connections, then go to the "Internet explorer 6" section and make sure that "Increase MaxConnectionsPerServer to 10" is ticked. Re-boot your computer and you should hopefully now be able to download more files at a time.
Note:The above changes can easily be reversed if they cause you any problems.
End of question Q 15 Back to the top of the page
Jump back to the questionsStart of question Q 16  I have an 802.11b (11Mb/s) wireless router/NIC, will I get my full bandwidth?
An 802.11b NIC/Router is not fast enough to drive a WiFi 10Mb/s+ connection to its full speed, you will get well under 7Mb/s. If you want to get the full  L  and higher service speeds (see Q01 for current speeds) you will have to ensure that your wireless NIC's and/or wireless router are capable of at least 54Mb/s (802.11g).
Note: Any device connected to a wireless routers wired 10/100baseTLAN ports will be able to utilize the full service speeds as long as the device itself is capable of said speeds and the router has a 10/100baseTWAN port. Some modems are not capable of  L  and higher speeds, see Q10 for more details.
End of question Q 16 Back to the top of the page
Jump back to the questionsStart of question Q 17  Can ALL broadband routers be used with the  L  and higher services?
Some older routers only have a 10BaseTWAN port (the port that you plug your broadband modem in to) these routers will not be able to pass the full bandwidth to the LAN ports. You will need a router that has a 100BaseT or better WAN port.

Please check with your routers documentation or manufacturers website for confirmation of the WAN port speed.
Note: It has been identified that some routers do not have fast enough processors to allow the full service speeds even though their WAN port is rated as 10/100baseT.

A list of some routers and their speeds can be found here: Router Charts
End of question Q 17 Back to the top of the page
Jump back to the questionsStart of question Q 18  How do I connect the Virgin Media broadband modem to a new computer?
Transferring your connection is dependant upon how you connect the cable modem to the computer.
Method 1: Ethernet cable (aka. Network cable)

Preferred by many, Ethernet is the easiest and quickest way to connect your cable modem to your computer.

If you are using an Ethernet cable simply take the cable out of the old computer and connect it into the new computer. Switch the cable modem off at the mains supply (for those with Motorola modems, the standby button is not a power button) and simply switch it back on again. During boot, the modem will learn the new computer details and a minute or so later Internet access should be available If you are using an operating system earlier than Windows 2000 (i.e 98/ME) or an OS earlier than Mac OS X, rather than bother with releasing and renewing IP addresses, simply restart the computer if connectivity isn't achieved after a minute or so.
Method 2: USB Cable (Not recommended for speeds above 6Mb/s as the modem only has USB 1.1 and is not fast enough to process higher speeds)

*** Virgin Media do not support USB connections for customers joining after 8th February 2007. ***
Note: Some operating systems such as Microsoft Vista, Linux etc.. do not have valid USB drivers. To overcome this problem try connecting the modem to your computer using method 1 above. See Q35 for a list of supported operating systems.

USB is not quite so quick however still a viable option if you do not have a vacant Ethernet port.

To connect the cable modem to your new computer, insert the Virgin Media or modem driver disc into the CD/DVD Drive. The latest drivers can be obtained here.

Any welcome screens that appear, simply close down or cancel confirming the cancellation. With some versions of the Motorola drivers, English has to be selected before being allowed to cancel.

Assuming the USB Cable is already connected to the cable modem, connect the other end of it into a spare USB port on the PC (Macintosh is not compatible with USB). On Windows versions 98SE and above, the modem will be auto detected and the drivers requested. If the drivers are not automatically installed, simply keep on clicking Next until installation is complete. Any request to confirm Logo Testing or Driver signing within Windows XP, simply click on Continue.

*Windows 98 1st edition. can work however requires a USB patch to be installed and this is extremely flaky at the best of times. Best left alone.
**Windows XP SP2 will ask to connect to the Internet to search for a driver. Choose "not at this time" and continue.
End of question Q 18 Back to the top of the page
Jump back to the questionsStart of question Q 19  How do I downgrade or upgrade my connection speed?
Increase speed.
To increase the speed of your connection just visit the selfcare website there is an option that will allow you to request a change. You cannot decrease your speed with this method.
Decrease speed.
To request that your speed be decreased you must phone Virgin Media customer services (Contact numbers). You may also increase your speed using this method and it has the added benefit of being completed quicker.
Requests via selfcare can take up to 48 hours to action and you should be notified by email when the change has been done. Once notified you should power cycle your modem (switch it off then back on) to pick up the new configuration file. You can then test your speed using methods mentioned elsewhere in this FAQ.
End of question Q 19 Back to the top of the page
Jump back to the questionsStart of question Q 20  Do I need to register my MAC address?
No. The requirement to register your MAC address of your Network card (NIC) and/or Broadband router was dropped some time ago. The MAC address of the modem is now used and this is done automatically.
End of question Q 20 Back to the top of the page
Jump back to the questionsStart of question Q 21  How can I get my Modem to start after a power failure or network outage?
If after a power cut the send and receive lights are flashing on your modem you might find that the modem had lost the downstream frequency value from its configuration. Follow the procedure below:
  1. Enter this address into you browser 192.168.100.1/config.html to access the modems configuration page.
  2. Enter 331000000 (exBlueyonder) , 339000000 (exBlueyonder), 330750000 (exNTL), 402750000 (exNTL), 586750000 (exNTL) into the 'Favorite Frequency (Hz)' box.
  3. Click on the 'Save changes' button.
  4. Click on the 'Restart Cable modem' button.
If you have a "Webstar" modem, enter 192.168.100.1/gscan.htm or 192.168.100.1/gscan.asp
Some modem use 192.168.100.1/P_setfreq.asp
The modem should now connect correctly. If the value was already set to 331000000, 339000000, 330750000, 402750000, 586750000 or the above links do not work for your modem, then you will need to contact Customer Services (Contact numbers).
Note: Changing the frequency yourself might only be a temporary fix as it may revert back to the wrong value if the modem is re-booted, if the frequency keeps changing contact support and they can change the value on the network for a more permanent change.
End of question Q 21 Back to the top of the page
Jump back to the questionsStart of question Q 22  When cancelling my broadband what happens to the modem?
If you are cancelling just the broadband and NOT the TV service, you must contact customer support and they will send you a box for you to return your modem.

However, if you are cancelling TV and broadband and engineer will be dispatched to disconnect the services and reclaim the TV set-top-box he will also take the modem at this time.
Note: If you are on Virgin National ADSL you currently do not need to return the modem
End of question Q 22 Back to the top of the page
Jump back to the questionsStart of question Q 23  Why does my network card (local Area Connection) shows 100.0 Mb/s or 1000.0 Mb/s as its speed?
This is the speed your Network card (NIC) is talking to your modem/router. This is not the speed your modem talks to the Internet at.

Your modem speed to the Internet will still be 10Mb/s, 20Mb/s or 50Mb/s depending on the service you subscribe to.
End of question Q 23 Back to the top of the page
Jump back to the questionsStart of question Q 24  Does Virgin Media provide web hosting?
No, and currently there are no plans to provide this service.

You can use domain forwarding to point to your PWP webspace, if your domain provider has this feature.
End of question Q 24 Back to the top of the page
Jump back to the questionsStart of question Q 25  Why is my Internet speed much more than I subscribe to?
From time to time Virgin Media do trials of new Internet speeds without informing its users. These trial last from a few minutes to a few days.

Also there are rare times when the modems configuration gets corrupted and unlocks the speed limit of the modem, these errors are usually corrected by Virgin Media automatically.

Just enjoy the speed increase whilst is lasts.
End of question Q 25 Back to the top of the page
Jump back to the questionsStart of question Q 26  Will the blueyonder, ntl & Virgin email addresses be removed when the Virgin Media re branding has been completed?
The @blueyonder.co.uk, @ntlworld.com & @virgin.net email addresses will be available after the re branding There are no plans to remove them in the foreseeable future.

Before Virgin Media makes @virginmedia.com email addresses available, they'll send you an email giving you all the information you need, and letting you know if there's anything you need to do. You'll still be able to keep the old addresses you've been using, or get a Virgin Media address, or both - the choice is yours!
End of question Q 26 Back to the top of the page
Jump back to the questionsStart of question Q 27  When I PING blueyonder.co.uk why does it just time out?
When issuing the command: PING blueyonder.co.uk the response you will get will look like this:
Pinging www.blueyonder.co.uk [62.30.31.86] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
The reason this happens is because the blueyonder servers are set to ignore ICMP requests. Try pinging www.bbc.co.uk. At the moment it also looks like you can also PING virginmedia.com
End of question Q 27 Back to the top of the page
Jump back to the questionsStart of question Q 28  I lose my connection frequently, and I have to reboot my computer to get it back?
When you boot your computer the network adapter will pick up an IP address from Virgin Media's DHCP server. You will normally get a short lease (an hour?). At the end of the lease you get another lease, this time much longer (a day?) However sometimes if you have a firewall in place, or there is some other problem, you don't get the lease renewed.
Windows 98 / ME
Click on Start, then Run, and type command in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type winipcfg/all (you may need to choose your Ethernet adaptor that the cable modem is attached to). This will tell you what your network connection looks like when it's OK. Do the same thing when your connection is lost.
Windows 2000 / XP / Vista / Windows 7
Press Winkey (ne of the keys next to the Alt/Alt Gr keys) + R, and type cmd in the Open box and click on the OK button or press the enter key on your keyboard. In the DOS prompt window that appears, type ipconfig /all. This will tell you what your network connection looks like when it's OK. Do the same thing when your connection is lost.
Apple Mac
After opening Finder, click on Applications, then Utilities, and then access the Terminal program, type ifconfig -a. This will tell you what your network connection looks like when it's OK. Do the same thing when your connection is lost.
Ubuntu / Linux
Open a terminal session, type ifconfig -a then press the enter key on your keyboard. This will tell you what your network connection looks like when it's OK. Do the same thing when your connection is lost.
You should copy the output from both and send to Virgin Media support. They may ask for the output from the cable modem logs etc... as mentioned elsewhere in this FAQ.

The interesting information is:
ip address
subnet mask
dhcp enabled
default gateway
lease obtained
lease expires
End of question Q 28 Back to the top of the page
Jump back to the questionsStart of question Q 29  I've set up a new router/PC correctly, but I still can't connect to the Internet?
If you add a new router/PC you have to reset the cable modem. The best way to do this is to power off all equipment wait for 2 minutes then power on again as follows:- cable modem, router and/or computer, waiting for 2 minutes after each one.
End of question Q 29 Back to the top of the page
Jump back to the questionsStart of question Q 30  My free PWP webspace allocation is now showing 55MB/200MB is this an error?
The size of your basic webspace allocation has increased from 30MB to 55MB but there was no announcement for this change. Also it has been discovered that the advanced webspace is also being increased from 100MB to 200MB.

The 2 tier system that was operated prior to the re branding has been abandoned though those paying the extra £4.00 per month will still be provided with the extra features and still. be charge the monthly amount. Customers will no longer be able to sign up to tier 2.
End of question Q 30 Back to the top of the page
Jump back to the questionsStart of question Q 31  Are Virgin Media blocking any TCP/UDP ports?
The incoming ports that are being blocked are as follows:
Port Purpose
135 DCOM Service Control Manager
136 PROFILE Naming System
137 NetBIOS Name Service
138 NetBIOS Datagram Service
139 NetBIOS Session Service
445 Microsoft Directory Services
1433 Microsoft SQL Server
1434 Microsoft SQL Monitor
27374 Used by the SubSeven trojan
Also during large scale virus attacks that are targeting specific ports, these ports may also be temporarily blocked until the attacks subside.
End of question Q 31 Back to the top of the page
Jump back to the questionsStart of question Q 32  My email alias has disappeared, where has it gone?
If any mailbox is not logged into by a customer for 90 days, the mailbox will be reduced from its 30MB to 2MB in size and any emails cleared out.  The account is emailed at this first 90 day mark advising that the mailbox will be re sized and cleared.

If the mailbox is not logged into for a further 90 days, the mailbox will be closed, and any aliases will be returned to the pool. The main mailbox, e.g. abcd12345 or ab123c4567, will not be deleted, but the aliases would be removed.  This gives a total of 180 days before the aliases are deleted.

An email alias that is assigned to your PWP will not be affected by the above.
End of question Q 32 Back to the top of the page
Jump back to the questionsStart of question Q 33  What hours do Technical Support cover the support forums?
Virgin Media Technical Support work from 8am to 10pm, 7 days a week.

If you require support out side these hours then phone Customer Services (Contact numbers).
End of question Q 33 Back to the top of the page
Jump back to the questionsStart of question Q 34  Is Windows Vista supported?
Microsoft Windows Vista Home Premium (32bit), Basic (32bit) and Ultimate (32bit) are supported by the technical support teams.

Click here for the Virgin Media information on Microsoft Windows Vista.

For fully supported operating systems please see Q35 .
End of question Q 34 Back to the top of the page
Jump back to the questionsStart of question Q 35  What are the supported operating system?
The supported operating systems are:
Take a look here for more details.
Note: If you want to use a computer with an unsupported operating system this should work fine but you may find it difficult to get support to help you if your broadband connection has a problem. You may like to refer to Q18 for set up suggestions.
End of question Q 35 Back to the top of the page
Jump back to the questionsStart of question Q 36  If I cancel all my Virgin Media services/account can I keep my email addresses or have them redirected for a couple of months?
Once you have cancelled all of your Virgin Media services and your account is closed, all of your mailboxes will be deleted along with your PWP.
End of question Q 36 Back to the top of the page
Jump back to the questionsStart of question Q 37  Can I get a fixed IP address?
Fixed IP addresses are not available to Virgin Media residential customers. All IP addresses are dynamically allocated.

You can get some of the features of a fixed IP address by using a Dynamic Hosting service such as: dyndns or no-ip
End of question Q 37 Back to the top of the page
Jump back to the questionsStart of question Q 38  Why does the address http://192.168.100.1 not work in my browser?
Sometimes when you enter http://192.168.100.1 into your web browser the page is not displayed. You may be able to get the page to work again by doing one or more of the tasks below:
  • Power cycling the modem, You may need to do this a couple of times.
  • Use a different web browser.
  • Make sure the ethernet cable is plugged into the modem.
  • Make sure the ethernet cable is plugged into the PC.
  • Make sure the modem is powered on.
  • If you have a router, make sure it is connected to the modem via the WAN socket with ethernet cable.
  • Make sure you do not have a proxy set in your browser. Browser proxy setting instructions can be found here.
Note: If you have a Webstar modem and do not use Internet Explorer you may not be able to display http://192.168.100.1 as there is a bug in the web code that may stop the page being displayed. No specific model of Webstar has been identified as having this problem, newer models might be OK.
End of question Q 38 Back to the top of the page
Jump back to the questionsStart of question Q 39  Why do I have problems after my IP address has changed?
If your IP address changes, and you then have problems accessing a Web site, it may be a known issue.

Sometimes when Virgin Media are issued with a new range of IP addresses they may get a range that are flagged as unused, these addresses are put into a special filter list on some servers so that you cannot connect to them. Look here for more information.

If you are affected by this then you will need to contact support to have the IP address range removed from the filter lists.
End of question Q 39 Back to the top of the page
Jump back to the questionsStart of question Q 40  Does Virgin media sell your web browsing usage patterns to any 3rd party?
At the moment Virgin Media do not, but watch this space.
End of question Q 40 Back to the top of the page
Jump back to the questionsStart of question Q 41  What are the usual trial areas?
Preston, Blackpool and Wigan, are usually used for trials. Ashford, Dover and Folkestone have been used in the past for the 50MB service trial.
End of question Q 41 Back to the top of the page
Jump back to the questionsStart of question Q 42  Will Virgin Media be introducing usage caps?
Virgin Media does now restrict usage of P2P (ie BitTorrents etc...) and Newsgroups from 5pm - Midnight.
End of question Q 42 Back to the top of the page
Jump back to the questionsStart of question Q 43  My connection speed drops mysteriously, what's going on?
If you are a cable internet user, please visit http://my.virginmedia.com/traffic-management/traffic-management-policy-thresholds.html for help with this issue.

ADSL users should check out: Virgin Media ADSL FAQ

See Q44 for more info.
End of question Q 43 Back to the top of the page
Jump back to the questionsStart of question Q 44  What is STM?
STM is the way Virgin Media restrict the speed of your service if you go over certain upload/download thresholds at various times of the day. Please visit http://my.virginmedia.com/traffic-management/traffic-management-policy-thresholds.html for more information.
ADSL users should check out: Virgin Media ADSL FAQ
End of question Q 44 Back to the top of the page
Jump back to the questionsStart of question Q 45  Does Virgin Media supply access to newsgroups (Usenet)?
Yes they have newsgroupservers available to ALL their broadband users.

The server address is news.virginmedia.co.uk
End of question Q 45 Back to the top of the page
Jump back to the questionsStart of question Q 46  Are there any support newsgroups?
The internal newsgroups have been replaced by a web forum: http://community.virginmedia.com/

There have bee some Usenet groups set up in the free.virginmedia.* hierarchy to mirror the ones that virginmedia use to supply internally on their own servers, now everyone has access and not just VirginMedia customers. See Q47 , for more info.
End of question Q 46 Back to the top of the page
Jump back to the questionsStart of question Q 47  Are there any public Usenet groups available?
Yes there are many available but as some are quite new (as of 23/03.2010) you might have to get them added to your preferred server. news.albasani.net is one free server that carries the new groups.

The groups are as follows:
  • free.virginmedia.binaries.test
  • free.virginmedia.comp,amiga
  • free.virginmedia.comp.linux
  • free.virginmedia.comp.mac
  • free.virginmedia.comp.other
  • free.virginmedia.comp.windows
  • free.virginmedia.dev.null
  • free.virginmedia.discussion.broadband
  • free.virginmedia.discussion.e-mail
  • free.virginmedia.discussion.general
  • free.virginmedia.discussion.mobile
  • free.virginmedia.discussion.pcguard
  • free.virginmedia.discussion.phone
  • free.virginmedia.discussion.tv
  • free.virginmedia.discussion.usenet
  • free.virginmedia.discussion.webspace
  • free.virginmedia.feedback
  • free.virginmedia.fightclub
  • free.virginmedia.test
  • free.virginmedia.users.self-help
Please check with your News Reader/Email Client for instruction on how to add these groups.
Note: None of the above groups are controlled or officially monitored by Virgin Media support staff, the groups are fully unmoderated. Do not try and use these groups to contact Virgin Media staff for official support, for this use their forums.
End of question Q 47 Back to the top of the page
Jump back to the questionsStart of question Q 48  I've seen FU being used on Usenet, what does it mean?
Though it looks rude, it is not. FU actually stands for follow-up. A follow-up is set when a thread goes off-topic and the rest of the discussion is sent to another more relevant newsgroup. Please consult your news client for instructions on how to set follow-ups (followup-to).

You will usually see something like the examples below placed at the bottom of a post that has follow-up set.
FU set: virginmedia.discussion.general
FU: virginmedia.discussion.general
End of question Q 48 Back to the top of the page
Jump back to the questionsStart of question Q 49  Why do my modem LED's all go off even after a reboot?
If your modem has one, you may have accidentally pressed the standby button on the front of the modem.

When the modem is in standby the LED's will light up briefly the all switch off, even when you first power the modem on.
End of question Q 49 Back to the top of the page
Jump back to the questionsStart of question Q 50  What is the standby button for on my broadband cable modem?
The standby button is used to stop the network traffic from the modem to the computer it has the same result as physically removing the CAT5 or USB cable from the computer. Also the LED's on the front of the modem are switched off.
Note: Not all modems supplied by Virgin Media have this button.
End of question Q 50 Back to the top of the page
Jump back to the questionsStart of question question Q 51  Are you protected by PCGuard whilst connected to a non-Virgin Media Internet?
PCGuard will now work from any ISP.
End of question Q 51 Back to the top of the page
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