Why is my Virgin VPN Not Working? Tips from the Experts at ITBlogPros

At ITBlogPros Computer Support, our seasoned IT experts appreciate the irritations that come when your VPN unexpectedly ceases to function. A failed VPN can drastically affect your capacity to work from a distance or to reach content that’s geographically restricted.

We have helped countless clients diagnose and resolve their VPN issues over our many years of providing expert technical support. In this article, we’ll explain some common VPN problems and provide troubleshooting tips based on our extensive hands-on experience.

How VPNs Work

To understand why your VPN may not be working, it helps to first understand what a VPN does. A VPN, or Virtual Private Network, encrypts your internet traffic and routes it through a server in a different geographic location. This hides your IP address, making it appear you are browsing from somewhere else.

When using a VPN with your Internet Service Provider like Virgin Media, the VPN client software on your device connects to the VPN server, then routes your encrypted traffic through your Virgin Media router and out to the internet.

Common VPN Issues

From helping clients troubleshoot their own VPNs, here are some of the most common issues we see:

  • Compatibility problems – The VPN software may not be fully compatible with the Virgin Media router. We’ve seen certain VPNs work flawlessly with some routers but not others.
  • VPN blocking – Some VPN providers or servers get blocked by Virgin Media. Switching to a different server location or VPN provider often solves this.
  • Router misconfiguration – Errors in the router settings like port forwarding problems can prevent VPN connections.
  • Firmware bugs – Flaws in the router’s firmware code can cause conflicts with VPN clients. Updating the firmware sometimes helps.
  • Weak encryption – Using an outdated VPN protocol with weak encryption can allow VPN blocking.
  • VPN app problems – Buggy VPN apps for Windows, Mac, iOS or Android can disrupt connections. Reinstalling the app or trying another often fixes this.

Tips for Setting Up a VPN with Virgin Media

Based on our extensive experience setting up reliable VPNs on customers’ networks, here are our top tips:

  • Select a compatible VPN – Refer to Virgin Media’s list of recommended VPNs known to work well with their routers. We often suggest ExpressVPN and NordVPN.
  • Update router firmware – Always keep your Virgin Media router firmware updated to the latest version. This prevents bugs and improves VPN compatibility.
  • Use strong encryption – Choose a VPN service that uses modern protocols like OpenVPN or IKEv2/IPSec with AES 256-bit encryption.
  • Enable VPN pass-through – Check your Virgin Media router settings for a “VPN pass-through” or “IPSec pass-through” feature and enable it.
  • Adjust firewall settings – Temporarily disable the router firewall and re-enable after successfully connecting the VPN to determine if the firewall is blocking the VPN.
  • Contact support – Don’t hesitate to contact ITBlogPros support! We can remotely access your Virgin Media router dashboard to troubleshoot VPN issues.

Router-Level VPN Setup

For maximum security, we recommend configuring the VPN connection at the router level rather than on each individual device. Here is how to set up a router-level VPN:

  1. Log into your Virgin Media router admin dashboard.
  2. Navigate to the VPN or IPSec section.
  3. Input your VPN provider credentials and connection details.
  4. Adjust firewall and pass-through settings to allow VPN traffic.
  5. Connect to the VPN server and test the connection.

With the VPN handling all traffic directly through the router, all wired and WiFi devices on your network are protected by the encrypted VPN tunnel.

Accessing the Virgin Media Router Dashboard

  1. Identify the default gateway IP address of your Virgin Media router:
    • On Windows, open the Command Prompt and type ipconfig and press Enter. Look for the “Default Gateway” entry.
    • On Mac, open System Preferences > Network and view the router IP listed next to “Router”.
    • On iOS/Android, go to Settings > Wi-Fi and tap the “i” next to the network. Scroll down to see the router IP address.
  2. With the gateway IP address, type it into the address bar of a web browser on a device connected to your Virgin Media network. The typical IP is or
  3. This will bring you to the router login page. Enter the admin credentials when prompted:
    • The default Virgin Media username is usually admin
    • The default password is typically password or the WiFi password printed on your router.
  4. If you have changed the admin credentials, enter your custom username and password instead.
  5. Once logged in, you will see the Virgin Media router dashboard and can access settings.
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Checking VPN Protocol and Encryption

To determine if your VPN protocol and encryption type are incompatible with your Virgin Media router, you’ll need to check your VPN app or client settings:

  • Windows VPN Client – Open the VPN connection properties and go to the Security or Advanced Settings tab to view the VPN protocol and encryption details. Common protocols are IKEv2, SSTP, OpenVPN.
  • Mac VPN App – Open the app preferences and look for the protocol and encryption information typically under a Connection, Security or Advanced section. Watch for protocols like IKEv2, Cisco IPSec.
  • iPhone/iPad – Go to Settings > General > VPN and tap the VPN configuration name. Scroll down to view the protocol which is usually IKEv2 or IPSec.
  • Android – Under Settings > Connections > VPN, tap the VPN name and check under Protocol to see if it’s IKEv2, L2TP, OpenVPN etc.
  • Chromebook – Click the time in the shelf, go to Settings > Advanced > Network > VPN and select the VPN name to see the protocol.
  • VPN Router Dashboard – Log into your Virgin Media router dashboard and under the VPN or IPSec section, check the protocol and encryption settings.

Compare the VPN protocol and encryption type used to Virgin Media’s list of supported standards for your router. An outdated protocol like PPTP or weak encryption like Blowfish may cause incompatibilities.

Upgrading Virgin Media Router Firmware

If you are experiencing VPN connectivity problems, one troubleshooting step is to upgrade your Virgin Media router firmware:

  • Log into your router dashboard and navigate to the System Status or About section to check the current firmware version.
  • Visit the Virgin Media support site and find the downloads page for your specific router model. Locate and download the newest firmware file.
  • Return to your router dashboard. There is typically a Firmware or System Update section you can access to perform the upgrade.
  • Select the firmware file you downloaded from the Virgin Media site. The router will take 5-10 minutes to install the latest firmware version.
  • After the Virgin Media router finishes rebooting, try connecting your VPN again. The firmware update may have resolved any bugs or incompatibilities with your VPN.
  • If the VPN is still not functioning after the firmware update, proceed with other troubleshooting steps like adjusting firewall settings or contacting your VPN provider.

Upgrading firmware is a useful troubleshooting step that we recommend to Virgin Media customers experiencing VPN issues before exploring more complex solutions. Let us know if the firmware update helps get your VPN working again!

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Enable VPN Passthrough on Virgin Media

If your VPN or VPN router fails to connect and you are a Virgin Media internet customer the issue is more than likely to be that your SuperHub has PPTP and/or L2TP passthrough disabled.

Please follow these simple steps to fix the issue.

Note that if you use the Hub 3.0 there is no setting for PPTP on your router, although in most cases PPTP is already enabled by Virgin Media on the Hub 3. If you cannot connect any of your devices to your VPN router then we suggest you login at your VPN provider’s customer login and go to “Manage Router” or “Router Settings” – then set your VPN router to run in L2TP mode rather than PPTP.

  • Browse to your Super Hub local IP Address (e.g. and log in with the Virgin login details printed on your Super Hub
  • Select “Advanced Settings” and click “Yes” to confirm you want to view these
  • Select “Firewall” from the list
  • Tick “IPSec Pass-Through”, “PPTP Pass-Through” and “Multicast Pass-Through” at the bottom of the page
  • Click “Yes” to confirm settings change
  • Try to connect your VPN again.

If you still have trouble connecting after enabling passthrough, consider contacting VPN provider’s customer support. They may be able to help troubleshoot other potential issues.

Changing the VPN Port

Some VPN connectivity issues can be caused by the VPN traffic using a port that is blocked by the Virgin Media router firewall.

  • Check the VPN app/client settings to identify which port is configured for the VPN connection.
  • Log into the Virgin Media router dashboard and view the port defined in the VPN or IPSec settings.
  • Try changing the port number to something common like UDP 443 or TCP 1194 in both the VPN client and router config.
  • Save the changes and attempt a new VPN connection using the different port.

Based on our experience, here are the VPN protocols and encryption algorithms we recommend for maximum compatibility with Virgin Media routers:

  • Use OpenVPN or IKEv2 VPN protocols
  • Utilize AES-256 bit encryption for best security
  • Enable SHA-2 authentication in the VPN settings
  • Set the data cipher to AES-256-CBC or AES-256-GCM

Using these VPN standards provides the greatest chance of establishing a successful and secure VPN connection through your Virgin Media router.

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Testing the VPN Connection

To better isolate a VPN connection problem:

  • Try connecting via cellular data on your mobile device instead of Virgin Media home broadband.
  • This will determine if the issue is with your local Virgin Media network or some other factor.
  • Also attempt connecting the VPN from a different physical location than your home.
  • If the VPN connects fine elsewhere, an issue with your Virgin Media network is more likely.

Checking VPN Logs

Consulting the logs in your VPN app/client can provide clues to connection problems:

  • In Windows, check the Event Viewer > VPN events
  • On Macs, view the console.app system logs
  • On iPhone/iPad, view logs in Settings > VPN
  • On Android, examine the LogCat logs
  • Use the logs to pinpoint any specific error messages during the VPN connection process.

Temporarily Disabling Other Software

Other programs on your devices may interfere with the VPN connection:

  • Temporarily disable any antivirus, firewall, VPN blocking, or security utilities to see if that allows the VPN to connect successfully.
  • If the VPN works after disabling those programs, try configuring them to allow the VPN traffic through.
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Verifying Virgin Media Service Status

It’s always a good idea to check for any service outages:

  • Verify your Virgin Media home broadband service is up and running properly.
  • Check the Virgin Media support site or @virginmedia twitter for reported outages.
  • If there is an ongoing service interruption, the VPN may work again after it is resolved.

We hope these additional VPN troubleshooting tips help get your connection working properly again! Let us know if you have any other questions.

Trust the VPN Experts at ITBlogPros

At ITBlogPros, we have the knowledge and experience to diagnose your specific VPN issues and get your connection working properly again. Don’t hesitate to contact us for professional assistance. We provide both remote and on-site support to home users and businesses worldwide.


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