Am I missing some setup?
BQM relies on your IP address not changing. Double check using something like http://www.ipchicken.com
that the IP address you have input into the BQM is the same as Virgin is providing for your connection.
Also you need to make sure your router (Virgin Superhub) is configured to respond to pings, have a look at the first post here:
James BT Infinity 2
19/09/2012 - Sold 42/6 - Getting 49/8.5 - Sync 53 / 9.5 Mbps @ 470m approx
14 years of broadband (ntl: cable to BT FTTC) - Router: Asus RT-N66U - Modem: Huawei HG612 speedtest