Modem Mode - Solid Red!

I have a pal with Virgin Broadband dropout issues and advised them to setup the monitor - however for them the result is a 24 hour solid red graph each day!
As they are in modem mode I am assuming that this is the reason so my question is what do i need to do to open up their asus router (behind the virgin modem) to allow responses to be sent ?
Many Thanks!
Tim

In reply to a post by Novacore:

As they are in modem mode I am assuming that this is the reason so my question is what do i need to do to open up their asus router (behind the virgin modem) to allow responses to be sent

If your Virgin Media hub 3 (or hub 4) is in modem mode, then everything from the internet hits your own router.

As you have an ASUS :
1) log in to the web page
2) on the left side menu should be an option "Firewall", click this.
3) in the middle top panel locate the option "Respond ICMP Echo (ping) Request from WAN"
4) Set this to YES.
5) Click APPLY
6) Then log out the ASUS.

The BQM should start working, if not then the IP address you have set the BQM is wrong.