Cable Modem. This e-pack user guide provides an overview of your product, identifies common user issues and outlines ways to resolve them.

Transcription

1 Cable Modem This e-pack user guide provides an overview of your product, identifies common user issues and outlines ways to resolve them.

2 Contents Page Product Introduction Page 3 Common Issues Page 4 Contact details and Useful links Page 6 Page 2 of 6

3 Product Introduction What is the product? The Cable Modem product is an always on connection to the internet and internet services such as , web pages and information sources. The Cable Modem supplies a connection for one PC to the internet; the customer will require a router to connect more PCs. Page 3 of 6

4 Common Issues You have no Internet Connection You have an intermittent Internet Connection You have slow speeds You are having issues You have wireless issues You have a LAN issue You have a billing/account issue Before you get in touch, here are some ideas you can try to help resolve the issue. You have no Internet Connection o Check that power is going into the Cable Modem and that the cables at the back are seated correctly. If the Cable Modem has power, check the light status. o Is there a continuous green light below the labels SYNC and RDY? (These are on the far right hand side of the Cable Modem.) Green lights on both mean you re connected. o If the lights aren t showing as above, restart the Cable Modem and then the PC or Router connected. If the lights are still not showing as above, contact us on xxxxxxxxx o If the lights are on, plug a PC/ laptop directly into the Cable Modem, using a RJ45 cable, and restart the PC. If there is still no connection, then contact us on xxxxxx You have an intermittent Internet Connection o Check your PC is directly connected to the Cable Modem via a RJ45 Ethernet cable - if it continues to drop, note down how frequently it happens and call us on You have slow speeds o Check your PC is directly connected to your Router via a RJ45 Ethernet cable and go to Virgin Media Business speed test website: o If slow speeds are shown, note the detail and call us on Page 4 of 6

5 You are having issues o If you cannot receive s, first check that your inbox is not full, if it is please clear space. o If you cannot send s, confirm whether you are sending via our SMTP relay server. If you are, please check that it is typed correctly smtp.virginmediabusiness.co.uk - if not check your server for any errors. o Third parties may blacklist individual IPs or blocks IPs for a number of reasons. o This can be a problem if you want to host your own mail server. Simply set up your Mail server/exchange server and configure the Smart Host option to send via smtp.virginmediabusiness.co.uk. This will not affect your domain s MX record, which should still point to your Mail server or Exchange server s IP address. o When calling us, please call provide details on who the was too, who the was from, when it was sent and any bounce back errors. You have wireless issues o The Cable Modem does not have any inbuilt wireless features, so please check your router. You have a LAN issue o The Cable Modem has one Ethernet port, please check your own router if you have one or more PCs connected. You have a billing/account issue o For all billing and account issues, please contact Customer Services on and select the correct option. They are available from 09:00 17:00. o Please note that the Faults team is unable to process payments. Page 5 of 6

6 Contact details You have a one stop number for all matters relating to your business account Options are as follows: 0 Home queries 1 Business Faults 2 Anything else Useful links SMTP address Smtp.virginmediabusiness.co.uk DNS servers Speed test link Virgin Media Business Limited. Registered Office: Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP. Registered in England and Wales No Page 6 of 6