Inside the modem are various web pages that contain useful information about your connection. When reporting a connection fault it may be useful to include some of the information found within these pages. To view them open up your web browser and type 192.168.100.1 into the address bar and press Enter.
The main information the Support team are interested in are the Downstream Power Level/Levels, Upstream Power Level and Downstream SNR (called RxMER on some modems). Depending on the model of modem you have this information will either be located in the ‘Signal’ page or the ‘Downstream’ and ‘Upstream’ pages.
Please note some modems will require you to log in before you can view these pages. The login details for both the username and password is root.
Virgin Media Hub
Our new Hub has this information in a slightly different place. You'll need to go to this link http://192.168.0.1 and use the username: admin and the default password: changeme. Then click on the 'Connection' link that's part of the 'Maintenance' section for the information you'll need.
Virgin Media Superhub
Our new Superhub has this information in a slightly different place. You'll need to go to this link http://192.168.0.1 (or to 192.168.100.1 for a Superhub operating in Modem Mode) and use the username: admin and the default password: changeme. Click on the ‘Advanced Settings’ link (in red beneath the three settings/status options), then navigate to 'Network status' under the section 'Device Management'.