To check if you have an issue with your wireless or your modem you will need to bypass the wireless.

First you will have to turn off wireless on your  computer or laptop.The location of the wireless switch or button depends on the manufacturer of your computer. For some laptops this may be located on the front or side of the laptop. On other laptops this might be turned on using Fn + F2 (F8, F12) depending on your computer. Other laptops may have a wireless button located above the keyboard. If you are unsure you should consult the user manual or manufacturer of your computer.

Once wireless has been turned off, simply connect your Laptop/PC directly to your modem using an Ethernet cable and check if you internet is now working.

If your internet is working now that you are directly connected, you will now need check your wireless setting

If you have a connection through the cable, you know the issue is only with your wireless connection.

What do I do if I have discovered the connection is working, but there is an issue with the wireless connection?

First, you need to figure out which wireless router you are using. Virgin Media has provided a Netgear router in the past; this is a white box which would be connected to your modem with a cable. The other router we supply is a Cisco EPC2425, this is a black box which has the modem and router built into one unit.

Troubleshooting Netgear wireless:

- Firstly, check the correct lights are illuminated on the router. Please see the picture below where the required lights have been highlighted.

- Check the colour of each light, they should be yellow/green. If anything is coming up orange, it indicates an issue.

- If the   is orange, it indicates the router is not getting an internet connection from the modem.

- Ensure the Ethernet cable coming from the modem is connected to the correct socket on the back of the router. (this is the socket closest to the aerial, which is separate to the other 4 sockets)

- If one of the number lights are on, and this light is off, try swapping the cable into another socket

- If it is in the correct socket, reboot the modem and router. A guide on how to do this can be found here.

- If the  is orange, you will need to carry out a reboot.

- Ensure you are using the correct wireless security to connect to the wireless network. If you do not know the password, you can recover this.

- If you are still having problems connecting to your Netgear wireless router, you can contact them directly from a landline on 1800 453019 (freephone). Alternatively, you can access their Netgear website.

Troubleshooting EPC2425 wireless:

- Firstly check all the correct lights are showing on your modem. Please see the picture below where the required lights have been highlighted.

- Ensure you are trying to connect to the correct wireless network. The default network name can be found on the base of the modem, labelled as "SSID".

- Ensure you are using the correct password. This is case sensitive, and can be found on the base of the modem, labelled as "Password". This can be changed by following the guide.

- If you are attempting to connect to the correct network, with the correct password, and it is not working. Carry out a reboot of the modem.

- If your network name is not displaying, check if others in your area are showing. If there are no networks showing in your area, it means your wireless card is more than likely disabled, or you have another program managing your wireless.

- We recommend you use windows to manage your wireless connection. To have it set this way, open the utility you have managing your wireless, and there is usually a check box for "allow this utility to manage your wireless" or "let windows manage your wireless".

- If the wireless is disabled on your laptop, you need to look up how to switch it back on. Often there is a switch somewhere to turn it back on located on the laptop. Sometimes it can be a function key (i.e.: fn + f2)

- If you can see your network, but it is not connecting for you, we recommend you change the security to WEP and then forget all saved details of the network on your computer. Follow the guide to changing the security.

- To forget all saved details of a wireless network on Windows Vista, or Windows 7 follow the below steps:

      - Click on Start, then go to Control Panel
      - Go to Network and Sharing Centre
      - Click on "Manage Wireless Networks
      - Highlight the networks and click on the "remove" button.

- To forget all the saved details of a wireless network on Windows XP follow the below steps:

     - Click on Start, then go to Control Panel
     - Go to Network Connections
     - Right click on your "Wireless Network Connection"
     - Select properties
     - Click on the "Wireless Networks" tab (if this tab is not showing, you need to have windows managing your wireless networks, see details on this in the steps above).
    - Highlight the networks and click on the "Remove" button

- Once you have changed the password and the saved details of the network have been removed, try reconnecting to it with the new password you set up.