help

Troubleshooting broadband

This section will help get you back up and running as quickly as possible.

Installation issues

What do the lights on the Netgear router mean?

Are they are indicating a problem?

I’ve installed the router but I can’t connect

Things that might be causing this.

Check if your broadband connection is working.

Make sure all is as it should be.

Performance issues

Connection slower than usual?

Quick and easy steps to speed things up.

Intermittent connection?

The most likely causes – and solutions.

Some common error messages (Speedtouch modem only)

Error 629 – Port disconnected by remote machine.

Look here for possible solutions.

Error 630 – Port disconnected due to hardware failure.

Most likely a modem error.

Error 645 – Internal authentication error.

Look here for possible solutions.

Error 678 – There is no answer.

Usually indicates an invalid number.

Error 691 – Invalid username or password.

Try retyping your logon details

Error 718 – PPP timeout.

Usually just requires you to restart your computer.

Error 720 – No PPP control protocols configured.

Try restarting your computer

Looking for cable help?

If you're looking for help with your Virgin cable service, click here to go to our help section.

My Virgin Media

National broadband help sections

What do I do if I lose my password?

No worries. We’ll get you back on track. Click here for help.

Advanced troubleshooting

Reset the router settings.

Go back to the installation settings.

Uninstall and reinstall the modem.

Restore original settings.

The Virgin Media ISP settings.

Includes links to help tutorials.

The Virgin Media IP address ranges.

Check you have a valid address.

Connection issues

Can’t connect to the Internet?

We'll help you get to the bottom of it.

Seeing a Dial-up connection screen?

Click here to turn-off dial-up.

Can’t access a particular site?

What to do if you're having problems.

14-01-2009