Wi-Fi help: YouFibre with an ASUS ET12 router

Please work through these checks before contacting us. Completing them and sharing what you find will help us resolve the problem.

This guide applies only to properties with YouFibre and an ASUS ET12 router—the large black box. If your property has Virgin Media, use the Virgin Media guide instead.

1. Restart both boxes

Let your housemates know first, as this will temporarily disconnect everyone.

  1. Switch off the ASUS router and the small wall-mounted fibre box at their power sockets.

  2. Leave both switched off for 30 seconds.

  3. Switch the wall-mounted box back on first and allow a few minutes for it to start.

  4. Switch the ASUS router back on and allow a few more minutes for it to reconnect.

  5. Try opening a couple of different websites.

Do not press the reset button on either box. Restarting the power is different from a factory reset, which can remove the settings needed for your connection. Leave the fibre cable connected to the wall box.

If the problem continues, move on to the checks below. You do not need to keep repeating the restart.

2. Check the light on top of the ASUS router

After the router has finished starting, check its light:

  • White, which may look slightly lilac: This is normally a healthy status, but does not guarantee that every device can access the internet. Continue to Step 3.

  • Red: The router is reporting a connection problem. This does not necessarily mean the wall-mounted box is faulty. Continue to Step 3 and report the light colour if you need help.

  • Solid blue: The router is ready for setup. Contact us through Arthur so we can check its configuration. Please do not try to set it up yourself.

  • Yellow, green, another colour or a flashing light: Note the colour and whether it is steady or flashing. If the connection still does not work after the restart, contact us through Arthur.

  • No light: Check that the power socket and the router’s power switch are on. If it remains unlit and you cannot connect, contact us through Arthur.

3. Check your Wi-Fi connection

Open your device’s Wi-Fi settings.

  • Can you see the Wi-Fi network name provided for your property?

  • Are you connected to that network?

  • If you are using a phone, are you testing the Wi-Fi connection rather than mobile data?

If your usual network is missing but you see a name such as ASUS_0A or ASUS_A8, mention this when contacting us. It may indicate a router waiting to be configured, although the name alone does not confirm that it is your router.

If someone has already pressed or held the recessed reset button, please tell us. Do not press it to test this.

4. Check whether other devices are affected

Try using your device close to the router, then test another device if one is available.

If other devices work, turn Wi-Fi off and back on on the affected device, or restart that device.

If the connection works close to the router but not in your room, tell us where the problem happens. If everyone is affected, include that in your report.

5. Still having problems?

Contact us through Arthur and include:

  • Your property address.

  • Whether the Wi-Fi network is missing, connected without internet, slow or disconnecting.

  • Whether one device or several devices are affected.

  • Confirmation that you restarted both boxes.

  • The ASUS light colour and whether it is steady or flashing.

  • A photo of the lights on the wall-mounted box, with their labels visible.

  • Whether anyone has pressed a reset button.

  • When the problem started.

Please do not include Wi-Fi passwords or router administration passwords.

Wi-Fi help: Virgin Media

Please work through these checks before contacting Virgin Media.

This guide applies to properties using a Virgin Media Hub for Wi-Fi. If your property has YouFibre and an ASUS ET12 router, use the YouFibre guide instead.

1. Check for a local service problem

Using mobile data if necessary, check Virgin Media’s service status for an outage affecting your area.

If an outage is confirmed, follow the updates provided by Virgin Media.

2. Restart the Virgin Media Hub

Let your housemates know first, as this will temporarily disconnect everyone.

  1. Switch the Hub off at its power socket.

  2. Wait at least 10 seconds.

  3. Switch it back on.

  4. Allow 5–10 minutes for it to restart and reconnect.

  5. Try opening a couple of different websites.

Do not press the recessed reset button. A factory reset can remove your existing Wi-Fi name, password and other settings.

These restart timings follow Virgin Media’s reboot instructions.

3. Check the Hub’s lights

Virgin Media uses several Hub models, and the same light colour can mean different things on different models.

Find the model on the Hub’s label, then use Virgin Media’s Hub light guide to check the lights for your model.

Make a note of:

  • The Hub model.

  • Which lights are showing.

  • Their colours.

  • Whether they are steady or flashing.

If there are no lights, check that the power socket and the Hub’s power switch are on.

4. Check your Wi-Fi connection

Open your device’s Wi-Fi settings and check that you are connected to the network provided for your property.

If you are using a phone, make sure you are testing Wi-Fi rather than mobile data.

If your usual network has disappeared or the password has stopped working, mention this when requesting support. If anyone has already pressed the Hub’s reset button, mention that too.

Please do not change the Hub’s settings or try to configure it again yourself.

5. Check whether other devices are affected

Try your device close to the Hub, then test another device if possible.

If other devices work, turn Wi-Fi off and back on on the affected device, or restart that device.

If the connection only struggles in certain rooms, make a note of where. Keep the Hub uncovered and its ventilation clear.

6. Still having problems?

Follow the instructions in Arthur for contacting Virgin Media for assistance.

Have the following information ready:

  • Your property address.

  • The Hub model and light colours.

  • Whether the Wi-Fi network is missing, connected without internet, slow or disconnecting.

  • Whether one device or several devices are affected.

  • Confirmation that you restarted the Hub and waited for it to reconnect.

  • Any service issue shown by Virgin Media’s status checker.

  • When the problem started.

  • Whether anyone has pressed the reset button.

If you cannot find the Virgin Media contact instructions in Arthur, contact us through Arthur for help.