V3.3.3
32
B. Ensure that the Virgin Broadband At Home Modem has suffi cient network signal.
The display screen on the Modem includes a signal indicator, just like a mobile phone! This will tell
you the strength of the network signal being received by the Modem.
If the Modem has a weak signal or no signal at all, we recommend moving it to different locations in
your home to fi nd the best position. Placing the Modem near a window or external doorway should
allow it to pick up a stronger signal. Don’t be afraid to experiment a bit!
C. Make sure your phone is set to “Tone” dial, NOT “Pulse” dial.
Some older style phones have a switch allowing you to set the phone to Tone or Pulse dialling. This
switch is generally found on the bottom or the back of the phone, and should be labelled clearly. The
Virgin Broadband At Home Modem
only
supports
Tone
dialling.
D. Restart the Virgin Broadband At Home Modem.
Turn the Modem off at the power point for approximately two minutes. Turn it back on and allow the
Modem to start-up and re-establish a connection with the network.
E. Check the Telephone settings in the Modem’s management console.
1.
Make sure you have connected the Modem to your computer.
2.
Open a web browser such as Internet Explorer, Firefox or Safari.
3.
Type
192.168.1.1
into the address bar of your browser and press the enter key to load that address.
4.
If this is the fi rst time you have accessed the Modem management console, you will be prompted
to create a password. Otherwise, log in using the username ‘
admin
’ and the password you
created the fi rst time you logged in.
5.
Click on the
System Setup
icon in the left hand menu.
6.
Click on the
Telephone
icon.
7.
Click on the
Telephone Settings
tab.
8.
Ensure that the
Dialling Timeout
value is greater than 0 (generally 3-5 is recommended).
F. Try using a different phone with the Modem.
There may be an issue with your current phone or its compatibility with the Virgin Broadband At
Home Modem. In order to determine if this is the cause of your issue, we suggest trying a different
phone. If you don’t have a spare phone, perhaps you can borrow one from a friend, family member or
neighbour. It should only take a few minutes!
G. Contact Virgin Broadband Support.
In order to further diagnose and resolve this issue, please contact Virgin Broadband support on
1300 555 100 between 7am and 11pm, 7 days a week.
