Two green arrows on a Virgin Media router: what they mean

What the two green arrows actually indicate

The two green arrows displayed on a Virgin Media Hub (the brand’s name for its router) are the standard indicators for an active broadband connection. One arrow points upward to represent upload traffic and one points downward to represent download traffic. When both arrows are lit in solid green, the Hub has successfully established a connection to Virgin Media’s network and data can flow in both directions.

According to Virgin Media’s own guidance on Hub lights, a steady green state across the connection indicators is the normal, healthy state you should expect to see whenever the Hub is powered on and your broadband service is active.

If you see two solid green arrows and your devices can browse, stream and load pages without issue, no action is required.

What flashing green arrows mean

Flashing green arrows are also a normal sight. The arrows flash to show that the Hub is actively sending or receiving data at that moment. If someone in your home is streaming video, downloading a file or on a video call, you will typically see the arrows flash more frequently.

This is different from a fault state. Flashing green arrows combined with working internet access simply mean the connection is in use. The arrows tend to appear more static during periods of low activity overnight, for example, and flash more visibly during peak household use.

When flashing arrows may point to a problem

There are a few scenarios where unusual arrow behaviour can indicate a fault rather than normal activity:

• The arrows flash continuously but no devices can connect to the internet.
• One arrow is missing entirely while the other remains lit.
• The arrows switch to a different colour such as white, red or amber, which indicates a different status entirely.
• The Hub appears stuck in a loop with the lights cycling without settling.

In any of these cases, the first step recommended by Virgin Media is a full power-cycle. Unplug the Hub from the mains, wait at least 60 seconds, then plug it back in and allow up to three minutes for it to re-establish a connection.

Firmware updates and temporary light changes

Virgin Media pushes firmware updates to its Hubs automatically. During an update the light behaviour may change: you might see unusual patterns or the arrows flashing in a way that differs from normal. This process can take several minutes and the Hub should not be unplugged while it is in progress.

If the Hub has been showing unusual lights for fewer than 15 minutes and there are no other signs of a fault, it is worth waiting for the update to complete before taking any further steps. Interrupting an update by cutting the power can, in some cases, leave the Hub in an incomplete state that requires a full factory reset.

How to check for a service outage in your area

Before contacting Virgin Media support, it is worth confirming whether the issue is local to your Hub or part of a wider network fault. Virgin Media provides a service status checker at virginmedia.com/help/service-status where you can enter your postcode and see whether an engineer is already working on a fault in your area.

Ofcom notes that broadband faults are most commonly caused by network-level issues rather than home equipment, so checking the status page first can save time.

Step-by-step: resolving a faulty arrow display

If the green arrows have disappeared, changed colour or the Hub is not providing internet access, work through the following steps in order:

1. Check that the coaxial cable connecting the Hub to the wall socket is firmly seated at both ends.
2. Check that the power cable is securely connected and that the mains socket is switched on.
3. Unplug the Hub from the mains, wait 60 seconds, then plug it back in.
4. Wait up to three minutes for the Hub to go through its start-up sequence.
5. Check whether the green arrows reappear and whether devices can connect.
6. If the fault persists, visit the Virgin Media service status page and enter your postcode.
7. If there is no reported outage, contact Virgin Media directly.

How to contact Virgin Media for support

If the steps above do not resolve the issue, Virgin Media’s technical support team can run remote diagnostics on your Hub and line. The contact options are:

• Phone: Call 150 free from a Virgin Media mobile or home phone. From any other number call 0345 454 1111.
• Online chat: Available via virginmedia.com/help/contact-us.
• My Virgin Media app: The app includes a troubleshooting tool that can identify and sometimes resolve faults automatically.

When you contact support, have your account number ready and be prepared to describe the light pattern you are seeing. If the Hub is more than a few years old, the support agent may arrange a replacement unit.

A note on other green lights on the Hub

Virgin Media Hubs have several indicator lights beyond the two arrows. A solid white or green ring around the front of the Hub on newer models (Hub 3, Hub 4 and Hub 5) indicates overall power and connectivity status. Green arrows are specific to the broadband connection indicators rather than the Wi-Fi or phone line lights. If you are unsure which light you are looking at, Virgin Media’s full guide to Hub indicator lights includes diagrams for each model.

For more guidance on keeping your home broadband setup working reliably, see our mobile and broadband troubleshooting guides.