connected to wifi, internet not working (virgin media)

anniewilkes · 14-04-2020 06:24PM #1

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 · 14-04-2020 06:27PM

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 · 14-04-2020 06:35PM

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 · 14-04-2020 06:42PM

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 · 14-04-2020 06:47PM

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 · 14-04-2020 06:49PM

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

It's this one.

Bikerman2019 · 14-04-2020 06:51PM

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

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

anniewilkes · 14-04-2020 06:52PM

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 · 14-04-2020 06:54PM

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 · 14-04-2020 06:55PM

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 · 14-04-2020 06:57PM

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

pizzahead77 · 15-04-2020 03:39PM

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

anniewilkes · 16-04-2020 08:31PM

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

connected to wifi, internet not working (virgin media)

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