Virgin Media outage explained: what to do if your broadband goes down
For many of us, broadband is an essential part of our day-to-day needs. So if you’re one of around 5.4 million Virgin Media broadband customers in the UK, what do you do when your broadband is down?
The simplest thing to do first is run a test with Virgin Media’s service status tool. You just need to log in to your account and the tool will confirm any known faults in the area. If there are none, the issue may lie with your Hub or equipment at home, but bear in mind a very new fault may not show up right away.
Whether it’s your specific Virgin Media broadband connection or Virgin is aware of a wider problem, we share some tips on what to do to get back online.
What to do when Virgin Media broadband is down
If your Virgin Media broadband connection has suddenly stopped working, it might be because of an outage on its network. Here are the first steps you should take if your home internet goes down.
1. Search for any reported Virgin Media outages
Look online to see if what you’re experiencing is a network-wide Virgin Media outage. Here are two ways you can do so:
- Log in to Virgin Media’s service status tool checker to see if it knows about your issue.
- See if other customers have reported an issue on the Virgin Media Downdetector site.
2. Contact Virgin Media
You should be able to register your connection issue with Virgin Media on its network status page linked above. If there is a known internet outage, you should receive an estimated timeframe for the fix to take place.
If you can’t access Virgin’s service status tool, try using the My Virgin Media app. If you’ve already downloaded the app to your phone, you should be able to access it using your mobile data. You can check your service status through the app and get help should you need it.
For additional support with broadband outages, call Virgin Media on 0345 454 1111 (or 150 from a Virgin Media phone or mobile) or visit the Virgin Media website.
As of September 2026, the WhatsApp number for Virgin Media customer support is 07305 327 112.
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How to check if you have an internet connection problem at home
Here are a few things you can check at home if you’re experiencing a poor internet connection, but can’t see any information about a Virgin Media outage.
Make sure your Hub is set up properly
For a reliable broadband connection, you need to make sure your Virgin Media Hub is working as it should.
Check your Hub’s lights
Your Virgin Media Hub will display different lights depending on what’s happening with your broadband. If you have a Hub 4 or Hub 5, here’s what those lights mean.
- A solid or dimmed white light means your broadband is connected and working
- A flashing white light indicates the Hub is booting up, so give it a few minutes
- A solid red light means there’s either an issue with the cable connections or the Hub is too hot. Try turning it off at the mains for 15 minutes, checking the cables are firmly pushed in and trying again
- A solid green light means the Hub is in modem mode, and isn’t sharing Wi-Fi
- No light means the Hub is off
You may find the lights on your Hub look different. Virgin Media has four Hubs in circulation, and the older Hub 3 and Super Hub 2 or 2ac use a different light system entirely. You can check Virgin’s page on Hub lights to match what you’re seeing here.
How to reboot the Virgin Media Hub
- Switch off the Hub at the wall socket, wait 10 seconds and then turn it back on.
- Wait 5-10 minutes for the Hub to reboot.
- Look for the white power light - this means it’s rebooted and ready to go.
How to reset the Virgin Media Hub
- Switch on the Hub at the back and at the wall socket.
- Use a pen to press the reset button for 10 seconds (you can find the reset button on the back or base of the Hub).
- Give the Hub a few minutes to reboot.
- Look for the power light - this means it’s reset successfully.
Can I get compensation from Virgin for broadband outages?
You’ll be relieved to know that Virgin Media does, in fact, offer compensation for broadband problems, including internet outages. The amount of compensation you receive varies according to what’s wrong and how it’s been dealt with:
Total loss of broadband
You could get £10.34 credit per day if there’s a total loss of broadband and Virgin Media hasn’t fixed it within 48 hours.
Delayed installation
You could get £6.46 per day if Virgin Media doesn't install your broadband services on the promised day, paid until installation is complete.
Broadband engineer missed the appointment
You could automatically get £32.31 credit if a Virgin Media engineer doesn’t turn up on the planned date to fix your broadband. You should also receive this amount if they cancel your appointment with less than 24 hours' notice.
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