Connecting to Virgin WiFi
If you’re having issues connecting to Virgin WiFi and you can’t find the answer below, just give our customer service team a call 24/7 on 0330 660 1028.
I can see the network but I can’t connect. What’s happening?
It might be your device that’s the problem. Try forgetting the network, turning WiFi on and off, or rebooting.
There may also be interference of the WiFi signal. See if moving to a different location helps.
If you have a roaming client on your smartphone, this can interfere with the connectivity to the network. Try deleting the app and rebooting your device.
I’m having issues sending emails. Do I need to adjust any settings?
The problem is more likely to be the settings on your computer. So try using a web browser (for example, going direct to Gmail.com) and you should be able to send mail.
I’ve paid for WiFi but I’ve not been able to get online. Can I apply for a refund?
Our team will need a few details from you to investigate a potential refund. Drop us a line on wifisupport@virginmedia.co.uk.
It looks like the wireless connection on my computer is enabled and I’ve tried rescanning, but I still can’t find any networks. Help!
First, make sure that your wireless antenna’s turned on. Here’s some help on how to connect with different devices.
Then, check that the issue isn't due to a weak signal. Most smartphones have much smaller WiFi antennas than laptops – it may be that your device can't find the signal. Try checking the signal on another device, or moving to another area.
I’ve got a security message, what should I do?
Some browsers have a higher than usual security setting so they display a message about unsecured networks. This is normal. Please accept it and continue.
I can connect to the network and get online but my connection keeps dropping. Why?
Some devices automatically disconnect you when they aren’t used for an extended period of time or when smart covers are closed.
There may also be interference of the WiFi signal. Try moving to a different location and have another go.
How do I get a receipt?
We automatically send a VAT receipt to the email address you gave when you paid. Check your junk-mail folder, as it may have been filtered into here.
If you don’t get a receipt, email our team at wifisupport@virginmedia.co.uk for one.
I can’t see the WiFi network, how do I connect?
First, make sure that your wireless antenna’s turned on. It's very easy to accidentally turn it off. Here’s some more help with connecting.
Then, check that the issue isn't due to a weak signal. Most smartphones have much smaller WiFi antennas than laptops – it may be that your device can't find the signal. Try checking the signal on another device, or moving to another area.
My roaming connection isn’t working, how do I get help?
You’ll need to contact your roaming partner to help diagnose why it isn't working.
