Installation guide

1 2 3 Install your Install Install Broadband your TV your Phone

30 mins 30 mins 5 mins This guide contains step-by-step instructions on how to:

1 Install your Virgin TV V6 box remote Broadband Please don’t pull the tab out Follow the step-by-step of your new remote until your instructions to install your new new box is switched on. Hub and get your broadband connection working. This has to 1 Phone cable be done before we install your 2 1 TEL Virgin TV V6 box. 2

Do this first 1 2 Wall socket INT Your new Hub must be 3 Ethernet cable working and online before you 4 RESET Connector cables install your new box. New Hub

Automatic activation Our new boxes automatically activate when connected Splitter correctly to the Virgin Media wall socket, please follow these Power supply instructions to get set up. Isolator cable 2 Install your TV Install Turn the page to 2 3 your Phone get started Then follow the step-by-step instructions Finally, we’ll get your to get your new box up and ready to go. home phone connected.

1

2

1 HDMI cable TEL 2

1

2

INT

3

4 Virgin TV V6 box

RESET

Customisation + & extras Power supply Once the install is complete this section will show you how to get the most from your new kit, including services like Virgin TV Go. 3 4 1

1 Install your Broadband yourInstall Broadband In this section we’ll be getting you online. You’ll need:

Hub Hub power supply Connector cables Isolator cable (this has a blue label)

This section can take about 30 mins 5 1 1.1 1.2 Connect the end of the 1.5m Take the red-banded end of the i Different kind of Install yourInstall Broadband isolator cable with the black isolator cable and push it firmly wall socket? band to the socket marked into the Virgin Media socket on ‘Wall’ on the connector cables. your wall.

Just push to fit Firmly push the end of the cables into the sockets. You can test they’re secure by checking they don’t move when pulled gently. If your wall socket has a plug attached to it, please make sure it’s plugged in and turned on at the wall.

Some flats or apartments may have this style socket. 6 1.3 1.4 1 Find the cable with the blue Connect the Ethernet cable i Where to put band on the end and connect it to your Hub. Push it firmly yourInstall Broadband your Hub to the socket of your new Hub. into place. You’ll get the best performance Push it firmly into place. Your ethernet ports may face from your Hub’s WiFi if it is the opposite direction to the upright, out in the open and ones shown below. at least 1 metre away from cordless gadgets. If you have trouble with the quality of your WiFi signal please check out the tips in WiFi Wins at the end of this guide.

7 1 1.5 1.6 1.7 Connect the power supply Plug the power supply into Connect the power supply

Install yourInstall Broadband for your Hub. It is the one with a mains socket. to your Hub, switch on at the the blue label on the wire. mains socket and then switch on your Hub.

8 Getting you connected 1.8 1 Your Hub will now make a When the WiFi light is on Your new WiFi network will be connection to our Fibre network. and the base light is solid white called something like VM123456. yourInstall Broadband This will take a few minutes and you are ready to move on. The connection details are on the lights on your Hub will flash The arrows may still be the base of your Hub and on a as it connects. flashing green. removable card as shown here.

30 minutes Once your Hub is connected, it can take up to 30 minutes before your connection is stable. Check that all your cables are securely connected. Connection issues? If you’re still having trouble connecting after following all of the steps, waiting 30 minutes for your Hub to set up and making sure the connections are secure – call us on 0800 953 9500.

9 1 1.9 If you’re familiar with connecting I want to connect with I want to connect with Install yourInstall Broadband to WiFi networks you can use a tablet or mobile a Windows computer these details to connect now or Connecting to WiFi is very Finding your network is easy follow the more detailed similar on Android or on iOS. but it’s a bit different depending instructions in section 1.9. On your tablet or mobile go to on which version of Windows However you connect you the settings area. Select WiFi you have. For Windows 10, 7 must complete the instructions from the list of options. Make and Vista you’re looking for a in section 1.10 before installing sure it is on. network icon in the bottom right your new box. of your screen. It might look like: Your device will list all nearby Example only WiFi networks. The one that you are looking for will be called Please check the details on something like VM123456. your Hub – the details shown For Windows 8, that network here are just an example. Click on that network and icon can be found in the you will be asked to enter settings area, which is on the your password. Home screen marked by a The information on network name and password can be

found on the base of your Your WiFi network name will Hub or on the pull-out card be something like VM123456. as shown in 1.8.

10 11 1 Install your Broadband

OK

and Hub and click Ethernet cable Ethernet Trouble with WiFi? with Trouble can connect to your your to connect can with an help you to use the internet the issue. troubleshoot If for any reason you’re having you’re reason any If for you up WiFi, setting trouble To connect manually with with manually connect To network the find OS first, Mac the Click computer. on your the then enter name network password WiFi confirm. to

. VM123456 Get more from your WiFi: your from Get more Check out our WiFi Wins Wins WiFi our Check out & in the Customisation section. extras I want to connect with with connect to I want computer a Mac Network > Wi-Fi. Network will be name network Your like something On Mac OS a list of networks networks OS a list of On Mac under the WiFi be found can screen. your of at the top icon need you’ll there isn’t If this icon > Preferences System go to to

WPS until the Hub . Click to confirm. . Click to on your on your WiFi light flashes. It should It should flashes. light WiFi connect. automatically button and then press the and then press button button WPS you can use it to connect. connect. use it to can WPS you on your the network Find click the connect computer, Connect with WPS with Connect supports computer If your your computer first, click the click the first, computer your the then enter and button connect password WiFi To connect manually with with manually connect To on network find the Windows Connect manually Connect

.

. virginmedia.com/help My Apps’ For further information further information For page FAQ please visit our at Your Web Safe settings can be be can settings Safe Web Your under Media Virgin in My found ‘ will help Safe Web Media Virgin and family devices your protect to guarantee can’t we but online, block all inappropriate that it’ll content. or harmful

’. filters help to protect protect to help filters Register Virus Safe websites against device your or might be fraudulent that viruses. contain can you holder, As the account protection of adjust the level or turn the offers, Safe Web time. on or off at any products go need to you’ll note, Please process the registration through change your to want if you Just go to settings. Safe Web virginmedia.com/myvirginmedia and click ‘

helps block access helps block access is included at no is included at no

Almost there Almost to websites that are unsuitable unsuitable that are websites to As the account children. for your personalise can you holder, time any at settings Child Safe Media. in My Virgin extra cost for Virgin Fibre Fibre Virgin for cost extra protect and helps to customers to connected that are devices as follows: home network your Safe Child with a safer internet experience, experience, internet with a safer products, Safe Web Media’s Virgin are and Virus Safe, Child Safe on. switched automatically now Safe Web 1.10 household your help provide To 1 Install your Broadband 12 13 1 Install your Broadband

to scan your home for for home your scan to blackspots. WiFi You can use the Virgin the Virgin use can You App Connect Media with guests WiFi hotspots when you’re you’re when hotspots WiFi and about out password WiFi your Share common connection problems) connection common Media Virgin to Connect Reboot your Hub 3 without Hub 3 without your Reboot tackle (and leaving the sofa Download for iOS or Android iOS or Download for • • • Once you’ve downloaded the the downloaded you’ve Once also: can app you

Scan your WiFi your Scan 14 15 2 Install your TV HDMI cable

box remote box Virgin TVVirgin V6 (do not pull red tab) red pull not (do

30 mins

power supply power Virgin TV V6 box TVVirgin V6 box

Virgin TVVirgin V6 box This section will take about will take This section For this section you’ll need: you’ll this section For Install your TV your Install 2 2 2.1 2.2 2.3 Attach the connector cable Connect the other end of the Use the HDMI cable provided

Install your TV with the white end to the Ethernet cable to the rear to connect your box to your TV. socket on the rear of your new of your box. Take a note of the name of the Virgin TV V6 box by pushing HDMI port you have connected it firmly into place. Are you online? to, e.g. HDMI 1. You need to fully install your If you have a 4K TV make sure Did you know? broadband and select your you connect to a 4K compatible Your box remote uses radio settings before attempting HDMI socket. so you can hide it away to install your Virgin TV and still control it. For more V6 box. information see Customisation & extras at the end of this guide.

16 2.4 2.5 2.6 2 Connect the power supply Plug your box into a nearby Connect the power supply for your Virgin TV V6 box. mains socket. to the back of your box. Install your TV

17 2 2.7 2.8 2.9 Switch on at the mains socket Turn on your TV, then using your When you see the Starting up

Install your TV and then use the switch at the TV remote press the Input, AV screen, you can pull the tab out back of your box to turn it on. or Source button. It may also of your Virgin TV V6 remote. You will see an amber light on be a button with this icon: . the right hand front side of Select the correct HDMI input your box. for your box. Example: Starting up...

Using the right remote? You need to use your TV remote for this bit. Your Virgin TV V6 box remote won’t work for finding your HDMI port.

18 2.10 2.11 2 Your box will now download Press OK and you will see this the latest software. confirmation screen: Install your TV At the end of the update you will see the following screen.

When you press OK again we will run a speed check to ensure everything is working properly. 30 minutes You will then be shown how to The download will take up to program your new remote to 30 minutes and will involve control your TV. 2-3 restarts where the screen will go back to the Starting up screen, so don’t worry if you see the welcome and starting screens several times.

19

No thanks, thanks, No . 2.12 the option be given will now You so it can remote up your set to follow this do To TV. your control on screen. the instructions do this rather would If you select can you later later maybe up set to on how Instructions be found can control remote your extras & in the Customisation this guide. at the back of section

green green , then follow Hub , check the Ethernet , check the Ethernet and your and your Red thumbs down? thumbs Red good isn’t connection Your TV services. for enough a get do not If you up thumbs your on both connection cable box instructions. the onscreen

has

Virgin TVVirgin V6 box and you’re all set. all set. and you’re Amber thumbs up? up? thumbs Amber is a little slow, The connection some issues may have so you at high resolution. streaming Connection trouble? Connection Your Your of the following. the of up? thumbs Green your to a good connection Hub Your box will test the connection the connection test will box Your one show and strength 20 2 Install your TV 2.13 All done! 2 When complete you’ll see the Congratulations, your TV box is home screen. all set up and ready to use. Install your TV

21 2 Can’t use the Ethernet cable? The Ethernet cable can be Connecting with WiFi Connect manually

Install your TV detached from the other cables During the set-up process if your From the Connect to WiFi screen to extend its reach, however, if box can’t find an Ethernet select Search for WiFi networks your Hub and your box are more connection to your Hub it will with your remote and press OK. than 3 metres apart you won’t be show this screen. able to use it. If you have a longer A list of local networks will be cable available please use that. displayed. Look for your network name. Unless you have changed We recommend a direct Ethernet it, it will look something like cable connection as this ensures VM123456. You will then be the best possible performance asked for your password which from your box. you should enter using your If you do not have a longer cable new remote. Connect with WPS available you can use WiFi to connect your Hub and your box. To connect using WPS press the WPS button on your Hub until the light flashes, then press OK on your remote to continue. Your box will attempt to connect automatically. If the connection fails, select try again to return to the Connect to WiFi screen and follow the connect instructions below. 22 2 Once connected you will see the following screen – press OK Install your TV to continue.

Your TV box will now download the new software and restart. Once restarted the installation screens indicated in 2.9 to 2.13 will complete. Don’t forget to set up your remote as explained in 2.12.

Can’t see your network? If your network isn’t visible in the list you can click on Enter network name to search for it manually.

23 24 3

3 Install your Phone Install your Phone For this section you’ll need either:

Phone cable Adaptor

Not taking Virgin Phone? Skip ahead to the next section if you have a second TV box or to the final section where you can find out how to make the most of your new services from Virgin Media.

This section will take about 5 mins 25 3 Transferred your 3.1 3.2 old number? First, disconnect the cable from Next, plug the other end of the

Install your Phone the back of your phone. It should new cable into the top grey port, If you’ve decided to transfer pop out easily but depending on Port 1, on the back of your Hub. your old number to us, please your phone it may need a bit of remember this may take up to 10 elbow grease. Once you’ve days. In the meantime you can removed the cable, replace it use the temporary number we’ve with the one we have provided. supplied. We’ll be in touch when the transfer is complete. When your phone is ready you’ll receive an email and a text message.

Don’t know your number? If you didn’t get an email and text message letting you know your phone number, please dial 174 to find out what it is. You may get a call back from this.

26 27 3 Install your Phone

All done! new your Congratulations, Media Virgin services from use. to ready up and all set are

Use the cable provided cable the Use Even if the connections on on if the connections Even in your cable the existing we’ve the one phone look like will still need to sent, you change it. The connections and may be slightly different services mean your it could work. will not Make sure you are using the are you sure Make If your or adaptor. cable new press working, still not phone is of on the front the WPS button phone icon A green Hub. your the phone flash showing should the phone light is If up. is set check the showing, or not red reboot Hub, your to connections and try again. No dial tone? dial No

Can’t remove the cable? the remove Can’t . Then check the phone for the phone for . Then check the adaptor into the top grey grey the top into the adaptor on the back of 1, port, Port Hub. your to use the adaptor provided. provided. use the adaptor to cable existing Simply plug your andadaptor the then into plug If you can’t remove the cable the cable remove can’t If you need you’ll phone, your from to check everythingto is working. phone to be recognised by the by be recognised phone to Hub call test a and make a dial tone, 3.3 the for minutes of couple a Allow 28 Installing a second Virgin TV box Install your TV

Select your TV box:

Virgin TV V6 box TiVo box follow follow A B Page 30 Page 34

Not installing a second Virgin TV box? Skip ahead to the final section where you can find out how to make the most of your new services from Virgin Media.

This section will take about 30 mins 29 A

Install your TV A Install your second V6 To install your Virgin TV V6 box you’ll need:

Virgin TV V6 box Virgin TV V6 box Virgin TV V6 power supply box remote (do not pull red tab)

Cable adaptor HDMI cable 3m Isolator cable

30 1.1 1.2 1.3 A Connect the cable adaptor Attach the cable adaptor Go to your second room to the black banded end of the to the socket on the rear of Install your TV Let’s start by getting your 3m isolator cable. your new Virgin TV V6 box second V6 connected to by pushing it firmly into place. your Virgin Media socket.

Take the red-banded end of the 3m isolator cable and push it firmly into the Virgin Media socket on your wall.

31 A 1.4 1.5 1.6 Use the HDMI cable provided Connect the power supply Turn on your TV, then using your

Install your TV to connect your box to your TV. to the back of your box. TV remote press the Input, AV Take a note of the name of the Switch on at the mains socket or Source button. It may also HDMI port you have connected and then use the switch at the be a button with this icon: . to, e.g. HDMI 1. back of your box to turn it on. Select the correct HDMI input for your box. If you have a 4K TV make sure You will see an amber light on the right hand front side of you connect to a 4K compatible Using the right remote? HDMI socket. your box. You need to use your TV remote for this bit. Your Virgin TV V6 box remote won’t work for finding your HDMI port.

When you see the Starting up screen, you can pull the tab out of your Virgin TV V6 remote.

Starting up...

32 1.7 A During the setup you’ll need to Connect manually Once connected you will see connect your new box to your the following screen – press OK Install your TV From the Connect to WiFi screen WiFi network. You can do this to continue. select Search for WiFi networks with WPS or manually. with your remote and press OK. A list of local networks will be displayed. Look for your network name. Unless you have changed it, it will look something like VM123456. You will then be asked for your password which Can’t see your network? Connect with WPS you should enter using your If your network isn’t visible To connect using WPS press the new remote. in the list you can click WPS button on your Hub until on Enter network name the light turns blue, then press to search for it manually. OK on your remote to continue. Your new box will attempt to connect automatically. If the connection fails, select try again to return to the Connect to WiFi screen and follow the connect instructions below.

33 A 1.8 1.9 Your box will now download Press OK and you will see this When you press OK again we

Install your TV the latest software. confirmation screen: will run a speed check to ensure everything is working properly. At the end of the update you You will then be shown how to will see the following screen. program your new remote to control your TV.

30 minutes The download will take up to 30 minutes and will involve 2-3 restarts where the screen will go back to the Starting up screen, so don’t worry if you see the welcome and starting screens several times.

34 Connection trouble? 1.10 A Your new box will test the Red thumbs down? You will now be given the option connection strength and show Your connection isn’t good to set up your remote so it can Install your TV one of the following. enough for TV services. control your TV. To do this follow the instructions on screen. Green thumbs up? Your Virgin TV V6 box has If you would rather do this a good connection to your later you can select No thanks, Hub and you’re all set. maybe later. Instructions on how to set up your remote control can be found If you do not get a green in the Customisation & extras thumbs up, check the section at the back of this guide. connection on both your new box and your Hub, then follow the onscreen instructions. Amber thumbs up? The connection is a little slow, so you may have some issues streaming at high resolution.

35 A 1.11 All done! When complete you’ll see the Congratulations, your TV box

Install your TV home screen. is all set up and ready to use.

36 A Install your TV

37 B

Install your TV B Install your TiVo To install your TiVo box you’ll need:

TiVo box Power supply Remote

HDMI cable 3m Isolator cable

38 1.1 1.2 B Take the red-banded end of the Connect the power supply Go to your second room isolator cable and push it firmly for your new box. Install your TV Let’s start by getting your into the Virgin Media socket on TiVo connected to your Virgin your wall. Media socket.

39 B 1.3 1.4 1.5 Attach the black-banded end Use the HDMI cable to connect Ensure the two parts of the

Install your TV of the cable you attached to the from your new TV box to your power supply for your TV box wall socket to the rear of your TV. Take a note of the name are firmly connected. new box. of the HDMI port you have connected to, e.g. HDMI1. Alternatively you can use SCART, but we recommend HDMI for the best picture. Do not connect both.

40 1.6 1.7 1.8 B Plug your TV box into a nearby Connect the power supply Switch on at the mains socket mains socket. to the back of your TV box. and then use the switch at the Install your TV back of your TV box to turn it on.

41 B 1.9 1.10 1.11 Turn on your TV, then using your You’ll then see the Virgin Media Allow the install sequence to

Install your TV TV remote press the Input, AV start up screen. It may look run through. The screen may or Source button. It may also like this. You can now put the repeat itself and go blank for be a button with this icon: . batteries into the remote. Both a few seconds as the latest Select the correct HDMI input batteries go the same way round. software is downloaded. for your box. Please don’t turn the TV box Example: off during this process. When requested, press the OK button Starting up... on your Virgin TV box remote. When complete you’ll see the Home screen appear.

Using the right remote? You need to use your TV remote for this bit. Your Virgin TV remote won’t work for finding your HDMI port.

42 All done! B Congratulations, your TV box 30 minutes is all set up and ready to use. Install your TV The download will take up to 30 minutes and will involve 2-3 restarts where the screen will go back to the Starting up screen, so don’t worry if you see the welcome and starting screens several times.

43

Customisation & extras &extras Customisation Get more from your Virgin Media setup.

Controlling your TV with your new remote

Do more with your new kit

Get the Virgin TV Go and Virgin TV Control apps

Download the Virgin Media Connect App

WiFi Wins

Troubleshooting

45

will select the right the right will select box box Your Your following Just keep option. screen. on the instructions . OK If the initial code doesn’t work, work, doesn’t If the initial code be automatically or one can’t detected, more given will be you which may include instructions, of the make entering manually signals. TV for or scanning your Follow the instructions on screen. screen. on the instructions Follow will be you each stage At with some questions provided the select to use the remote – and press right answer

,

Help . OK Virgin TVVirgin to enter the Help Help the enter to and go to Help Help and go to Program your your Program to control the the control to OK and press and press Home Home are switched on. on. switched are & Settings, then select then select Settings, & and press Select area. remote volume function and turn and turn function volume TV and off. on your TV and your your sure Make box Press You can use your your use can You remote box Controlling your TV with your remote your TV with your Controlling

Customisation & extras 46 Customisation & extras 47

Talk to us us to Talk talk or to help more Need to Go online team? the to virginmedia.com/contact see our also go online to can You tips at videos and top to how virginmedia.com/help

TV

– press press – your your

and your and your – go to the go to

– box

– please refer to to please refer – Channel Up Channel will beep so it can will beep so it can – go to go to – has a default PIN of 1234. PIN of has a default the visually impaired and hard and hard the visually impaired hearing. of To change, select Help & & Help select change, To screen, Settings on the Home and Controls choose Parental instructions. the on-screen follow videos to How select TV, on your Screen Home Settings then Help. & Help FAQs virginmedia.com/help Accessibility help with the service guide for Some essentials from the the Some from essentials TVVirgin guide: feature remote Find and hold the on your button remote the depths from be rescued the sofa! of Controls Parental box

can

Hub and box Service guides. QuickStart pack. about your your about in the service guides be found with your that came Do more with your kit your Do with more know need to Everything you

You can use the Virgin the Virgin use can You App Connect Media home for your scan to blackspots. WiFi Share your WiFi password password WiFi your Share with guests Reboot your Hub 3 without Hub 3 without your Reboot tackle (and leaving the sofa problems) connection common Media Virgin to Connect when you’re hotspots WiFi and about out • Android iOS or Download for Download the Virgin the Download App Connect Media the downloaded you’ve Once also: can app you • •

. Once ‘Virgin TV Go’ ‘Virgin TV Go’ ‘Virgin TV Control’ Go to your app store and app store your Go to for search and sign the apps, downloaded you’ve Media My Virgin in with your If you username and password. My for registered already haven’t do can you Media, Virgin Virgin it in the app with your number. account Media to over Head some help? Need virginmedia.com/helptvonthego

and lets you you lets lets you watch watch you lets Virgin TVVirgin V6 box V6 box at home. V6 box control your Virgin TV Virgin V6 box your control That includes setting box. or TiVo in the anywhere from recordings mobile or tablet using your world, or watching remote, as an extra TV Virgin your from recordings there’s an internet connection connection an internet there’s four to on up with 3G, 4G or WiFi devices. registered TVVirgin Control our TV apps are a match made in TV a match our apps are heaven. telly TVVirgin Go TVlive and On Demand on wherever mobile or tablet your Your Your Get the Virgin TVVirgin and Go Get the apps TVVirgin Control

Customisation & extras 48 Where to place your Virgin TV box Not only is your box small and If, after you tuck it away, your fast, but you can place it out of remote doesn’t work you need &extras Customisation sight too. Your remote doesn’t to pair it with your box – check have to have a line of sight to out the instructions in the work either. Troubleshooting section that follows this.

49 Here are some simple WiFi Wins that may help… WiFi Win #1: Find your WiFi Win #3: Get up to WiFi Win #4: Use the best

WiFi Wins Hub’s happy place speed with your gadgets connection for the job Keep your Hub in the open – Hubs use two frequencies to Needy gadgets like smart away from objects that can talk to your gadgets. The 2.4GHz TVs and games consoles can block and slow WiFi, and a frequency has the longest range, monopolise and slow your WiFi metre clear of cordless gadgets covering longer distances. The – so it’s better to use a wired with signals that can interfere. 5GHz frequency covers short connection. As it’s a dedicated distances, faster, so it’s best for connection, you’ll get the fastest WiFi Win #2: Reboot your gadgets near your Hub. possible speed. Use an Ethernet Hub for a boost cable, or Boosters. Your gadgets can pick the best Hubs talk to your gadgets on frequency as you move around WiFi Win #5: Get rid invisible links. We call these the house. If you’re losing signal, of blackspots links ‘channels’. Sometimes, turn your gadget’s WiFi off other cordless devices use these If you have a big house or thick and on. channels, causing interference walls, some rooms might get a which can slow your WiFi. weaker WiFi signal. You can use Reboot your Hub, and the Virgin Media Connect App it’ll automatically find the to scan your home for WiFi quietest channel. blackspots and then try Boosters to cover any blackspots – they use home wiring to extend the WiFi range.

50 Troubleshooting 51

.

Hub

or box

connection where possible. where connection position of your your position of as possible. open as much that might be blocking furniture the signal. Selecting the 5GHzSelecting WiFi Small adjustments to the to adjustments Small in the units out both Placing such as items, any Moving Detaching the Ethernet Detaching the Ethernet cable from the other the other from cable extend to its reach. cables     • Can’t move your Hub closer closer Hub your move Can’t box? your to devices your move can’t If you try: can you next each other to •  • • •

next

Hub Hub and connect with and connect box onnecting by Ethernet? onnecting by to your your to cable. an Ethernet C in is pushed cable Check the ends. at both properly VM Booster? by Connecting VM Boosters your Reboot your (after sockets back online). has come connect? to WiFi Using If possible move your your If possible move

for a while and are are a while and for box Home > Help & Settings > Help. Settings > Help. & > Help Home menu the top across Then scroll TVto test. speed You can complete a speed complete can You going to by stage at any test please try the following tips to tips to please try the following connection. your improve using streaming services, such using streaming then or YouTube, as BBC iPlayer result screen or have been using been using or have screen result your qualityexperiencing issues when Speed test Speed amber or a red have If you

button for 7 for

Info Info : will flash remote remote remote Need to pair your remote remote pair your to Need box? your to Using your > Settings & > Help Home Go to > Remote Settings > Devices Pairing. Control and hold the Press on your down light on the top The seconds. your of twice. green

box

, to work. to remote box box should should can talk to your your to talk can to work. to - this means that your means that your this - to work with radio with radio work to has to be in line of sight be in line of has to doesn’t have to be to have doesn’t box - this means that your this means that your - remote box remote Remote not working working with not Remote your box? Your Your ways: in two Radio remote pointing at your Infra-red remote your of Your with be paired automatically your having If you’re up. when set with your problems paired not it might be that it’s instead. using infra-red and you’re

virginmedia.com/help recommend you use VM Boosters you recommend Hub and new your connect to more, out find To box. new visit Still not fast enough? Still fast not we work, won’t If WiFi

Troubleshooting 52 Remote not working with your box? Need help? Not connected? Or, by using your box and remote: Most things are pretty easy If you’re still having trouble

to resolve – check out the connecting after following all of Troubleshooting Press the Channel Down button Troubleshooting advice on the steps, waiting 30 minutes for on the front of your box for this page for some top tips on your Hub to set up and making 10 seconds. how to fix common problems. sure the connections are secure Then, hold the Info button down Need help with setting up – call us on 0800 953 9500. on your remote for 7 seconds. your kit for the first time? Already called, but the The light on the top of your Hub still isn’t connecting? remote will flash green twice. Go to: virginmedia.com/QShelp If you’ve waited 30 minutes and If the top of your remote flashes Connected and have the base light is not a solid white, red twice the pairing hasn’t working services? please check all the connections worked. Move closer to your to your Hub and turn it off and box and give it another go. Go to: virginmedia.com/help on again using the switch on Phone problems? the back of the box. Press the WPS button on the Picture issues? front of your Hub. If the phone light shows green you may need If you are having problems to use the adaptor provided to with your picture, please make connect your phone to the Hub. sure you are using the HDMI lead that is supplied with If the phone light shows red, your equipment. check the connections, reboot and try again. 53

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