• Make sure the adaptors are
plugged directly into wall
sockets, not extension leads
or other adaptors.
• Remove any devices which
may be causing interference,
such as surge protectors or
mobile chargers.
• Move adaptors away from
any devices which have a
motor, such as a washing
machine as this can
cause interference.
• Your adaptors may need to
be synced, please follow the
instructions in this guide.
• Try switching off Powerline
devices from any other
manufacturer.
Troubleshooting
Powerline not working?
• Turn o the power at the
sockets, unplug the adaptors,
plug them back in and
switch on.
When paired and working
correctly only the power light
will be on.
Slow or no connection?
If the adaptor is on but the
connection light is flashing or
adaptor can’t establish a good
connection, try the following:
• Make sure the ethernet cables
are securely plugged into the
devices and adaptors.
• Move the adaptors to other
mains sockets.
Troubleshooting
Troubleshooting
Losing wireless signal?
• Check that the WiFi button
on the side of your adaptor
hasn’t been accidentally
pushed. This button turns
the adaptor WiFi on and o.
To switch WiFi on again press
for at least 2 seconds.
• Devices may drop connection
when moving between the
Hub WiFi area and the
Powerline WiFi area. Staying
in one place will help minimise
interruption to downloads or
media streaming.
• Sometimes a device will
stay connected to the weaker
signal even when near to a
stronger one. Try switching
WiFi on and o on your device
to prompt a new connection.
Still not working?
Press the Reset button on each
device for 7 seconds to return
the Powerline adaptor to its
factory default settings.
Use the instructions in section 1
to pair the devices.
Problems connecting
to additionals
Powerline adaptors?
Virgin Media Powerline uses
G.Hn technology and will only
connect to other adaptors using
G.Hn. If the adaptor is using
G.Hn your security settings
may be the issue. Follow steps
6.1 - 6.3 in this guide to pair
the adaptors and sync the
security settings.
Frequency range and Output Max. power
Channel Frequency range EIRP Max. Power
2.4G
CH1 - CH11 2402 ~ 2472 MHz 20 dB
CH12 2457 ~ 2477 MHz 20 dB
CH13 2462 ~ 2480 MHz 20 dB
5G
Band 1 5150 ~ 5250 MHz 23 dB
Band 3 5250 ~ 5350 MHz 23 dB
Band 3 5470 ~ 5725 MHz 30 dB
1 This radio equipment is in compliance with directive 2014/53/EU
2 5150 MHz ~5725 MHz is for indoor use only
Can’t copy Hub settings?
Instructions for how to copy the
Hub settings are covered in
steps 4.1-4.3. If you are having
trouble check that:
• Your adaptors are set up
properly and communicating
with each other.
• You are pressing the right
button on your Hub, on the
Super Hub it has the Virgin
Media logo, on the Super
Hub 2 it says WPS and on
the Hub 3.0 it says Pair WPS.
• Copying has been successful
if the network name starting
VPM is no longer visible to
your devices.
If none of these steps work
why not try asking at
virginmedia.com/community
iNeed some more help?
