connected to wifi, internet not working (virgin media)

anniewilkes

Hi all,

Not sure if anyone can help.

I am connected to the wifi on my laptop but have no internet.

Plugged it out and back in but that's the extent of my knowledge of what to do

Any advice?

Bikerman2019

Do you have a connection when connected via an ethernet cable?
What lights are illuminatied on the front of the hub
Can you ping google?
Do you have a mobile phone you can connect to the wifi?

Bikerman2019

How did you post here? If on mobile phone, turn off data and turn on wifi. This should show if you have working wifi and points to the laptop

anniewilkes

No ethernet port on laptop.

Wifi not working on phone and also not connected on smart TV even though this is directly connected. Tried to connect TV manually, but will not connect to network.

No lights on front of Horizon box (unless I'm missing something!)

Bikerman2019

I think you should have a white superhub modem box, it is different from the horizon box. It should have lights on the front.

anniewilkes

https://www.irishtimes.com/business/technology/review-the-upc-horizon-box-1.1502081

It's this one.

Bikerman2019

Put your account number in here and see what it says.


https://www.virginmedia.ie/customer-support/service-status/

anniewilkes

Bikerman2019 wrote: »

Put your account number in here and see what it says.


https://www.virginmedia.ie/customer-support/service-status/

Already done, no issues apparently.

Have contacted Virgin Media directly, so waiting for a reply.

Thanks for your help

Bikerman2019

anniewilkes wrote: »

https://www.irishtimes.com/business/technology/review-the-upc-horizon-box-1.1502081

It's this one.

Nope. I am fairly sure the horizon box handles tv and recordings. It does not do the internet. It connects to the white box or similar.

anniewilkes

Bikerman2019 wrote: »

Nope. I am fairly sure the horizon box handles tv and recordings. It does not do the internet. It connects to the white box or similar.

Never had the white one. Installed it myself when it arrived.

Bikerman2019

Ok
Sorry cannot help you, it must be different to what I have. Hope you get sorted.

pizzahead77

The Horizon box originally handled TV and Broadband but the wifi was so bad on it, VM now supplies a separate modem

anniewilkes

Engineer arriving tomorrow and bringing separate modem! Wasn't aware it was available for some reason