Cable Modem This e-pack user guide provides an overview of your product, identifies common user issues and outlines ways to resolve them.
Contents Page Product Introduction Page 3 Common Issues Page 4 Contact details and Useful links Page 6 Page 2 of 6
Product Introduction What is the product? The Cable Modem product is an always on connection to the internet and internet services such as e-mail, 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
Common Issues You have no Internet Connection You have an intermittent Internet Connection You have slow speeds You are having email 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 08000520800. 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: http://www.vmb.techsupport.co.uk/ o If slow speeds are shown, note the detail and call us on 08000520800. Page 4 of 6
You are having email issues o If you cannot receive emails, first check that your inbox is not full, if it is please clear space. o If you cannot send emails, 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 email 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 email was too, who the email 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 0800 052 0800 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
Contact details You have a one stop number for all matters relating to your business account. 0800 052 0800 Options are as follows: 0 Home queries 1 Business Faults 2 Anything else Useful links SMTP address Smtp.virginmediabusiness.co.uk DNS servers 194.168.4.123 194.168.8.123 Speed test link http://www.vmb.techsupport.co.uk/ Virgin Media Business Limited. Registered Office: Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP. Registered in England and Wales No. 01785381. Page 6 of 6