Latest update - 19/01/2018 @ 11:44am
There was an issue processing some refunds for Prepaid Mobile Broadband.
Missing refunds will now be received by the 9th of February 2018.
We apologise for any inconvenience caused by this.
Prepaid Mobile Broadband is Closing
From 18 November 2017, Prepaid mobile broadband will be closing.
Existing customers can continue using their service until 18 November 2017.
We will no longer sell new Prepaid Mobile Broadband.
From 1 November 2017, Prepaid recharges will no longer be available to purchase.
We will be notifying Prepaid Mobile Broadband customers from 12 October 2017.
Eligible customers will automatically receive a refund within 6 weeks from the date of closure.
We are committed to providing our customers with the best possible experience and we’re at our best when we’re delivering additional value beyond the usual inclusions. Therefore, we will be closing Prepaid Mobile Broadband to focus on our Postpaid Mobile broadband offerings.
What do I need to do?
You can continue using your prepaid mobile broadband service until 18 November. From 18 November 2017 you will no longer be able to connect to the network.
Update your contact number and address by logging in to My Account. If you haven't registered for My Account yet, please see our guide here.
Back up and save any emails you want to keep from your @virginbroadband.com.au email address as this will no longer be available from 18 November 2017. Here’s how you can do that:
You can back up and save your emails by using a 3rd party mail client of your choice (eg: Microsoft Outlook, Opera Mail, or Mozilla Thunderbird). Here are some links for more information
Frequently Asked Questions
I’m a Prepaid Mobile Broadband customer, when will I be contacted?
We will be contacting Prepaid Mobile Broadband customers who are impacted from 12 October 2017 to outline the details of the product closure.
I still have credit on my Prepaid Mobile Broadband, how will I be refunded?
Eligible customers who have unused credit on their Prepaid Mobile Broadband as of 18 November 2017 will receive a refund after the closure.
Refunds will be based on the number of days that remain on your recharge once the service stops from 18 November 2017.
Recharges made via Credit Card through My Account will be reversed onto your card. Otherwise we will send you a cheque to the address we have on file, log into My Account to update your contact details. If you haven't registered for My Account yet, please see our guide here.
What if I purchased a voucher and haven’t recharged with it before the 1st of November 2017?
To organise a refund, you'll need to return to the store you purchased the voucher from.
I was told I could have my voucher refunded, but I received an SMS saying the refund was unsuccessful.
We can only refund the full value of a voucher if that voucher was never applied. If you have redeemed the voucher, you can continue to use the data that came with it until 18 November 2017. Any unused credit remaining as of 18 November 2017 will receive a refund based on the number of days that remain on the recharge.
What will happen to my @virginbroadband email address?
@virginbroadband emails will no longer be available from 18 November 2017. You will need to back up your emails through a 3 rd party mail client of your choice (eg: Microsoft Outlook, Opera Mail, or Mozilla Thunderbird). Here's how to do that.
Who can I call for help?
Get in touch with us here to discuss your options further.
Updated @ 11:49AM, 22/12/2017 This issue has been resolved. If your issue persists, please follow the instructions below before contacting us.
The data connectivity issue affecting some Mobile Broadband services should now be fixed. Please restart your modem and try to connect. Should you still experience issues connecting, follow the steps below to update the APN settings in your modem. If you're still unable to connect, check back here for further updates.
We're currently investigating an issue where some Mobile Broadband customers are unable to connect to the internet. For further updates, please keep an eye on this article.
What do I do?
If you're experiencing issues connecting to the internet via your Mobile Broadband service, please restart your modem and try to connect again. If the problem persists please try and update your Access Point Name (APN) in the settings of your modem. The settings of your modem can be accessed by connecting to the modem and typing 192.168.0.1 or 192.168.1.1 in the address bar of your web browser and logging in the with ther username and password of admin.
Inside the modem settings, your APN should be set to "yesinternet". Instructions for the MF62 Modem are below, for other modems see here:
Connect to the WiFi modem
Go to 192.168.0.1 or 192.168.1.1 in your web browser.
Login with password "admin"
Click APN Settings
Change APN Setting to Manual APN and Click Add
Change Profile Selection to Add new, Profile Name to "yesinternet" and APN to "yesinternet"
Click "Set Default"
Looking to cancel your Mobile Broadband service? Here's what you need to know about cancelling.
If you change your mind, you can return the Mobile Broadband Product up to 10 days after purchase as long as the package is not opened.
If you want to cancel due to poor performance, the following conditions will have to be met:
It is within 7 days of receiving the modem
Full troubleshooting has been attempted
You have used less than 500MB of data
Anything outside of these circumstances will be considered a standard cancellation with equipment payout fees applied.
You will need to pay out the remaining amount owing on your modem, which you will keep. You will also need to pay the final bill which will have Pro Rata charges for your plan and any outstanding charges.
To view your final bill after cancelling, you'll need to log in to My Account.
Contact us to arrange cancellation of your Broadband service.
To get the internet up and running on your modem or tablet with a Virgin Mobile Broadband SIM you will need to enter the APN settings shown below.
Profile Name: yesinternet
APN Name: yesinternet
Access Number: *99#
User Name: <empty, Apple Macs must have something here, anything is fine>
Password: <empty, Apple Macs must have something here, anything is fine>
How to enter these settings
Modem Find your way into the network settings of your modem or tablet and enter the settings above.
If you are unsure where this information goes, please contact the maker of your device.
Go to Settings > Mobile Data > APN Settings
Tap on APN and enter the APN Name above
Leave the username and password empty
This will differ depending on the tablet you have but the basics steps are listed below:
Go to Settings
Tap on Mobile Networks (you may need to tap on More or More Settings or Wireless and Networks)
Tap on Access Point Names
Enter the APN settings above
If you require further assistance setting up your modem or tablet we recommend contacting the manufacturer.
What is Virgin Mobile Broadband?
Virgin Mobile Broadband allows you to keep your devices connected no matter where you are, using the Optus 4G plus network. You can choose to use your Virgin Mobile Broadband SIM in a modem, or put your SIM in your tablet. We have month to month plans, 12 month SIM plans or 12 month plans that come with a modem. Virgin Mobile Broadband plans are setup for lots of great value with FairData™ meaning you can gift it, roll it and stream it without worry. Using either a WiFi modem, or a data SIM in your tablet, you can always be entertained without needing to worry about your device data limit.
How do I keep track of my usage?
We offer a variety of data plans to suit your needs and budget with all of this being displayed in one place in My Account so you can make the most of your FairData™ .
What happens if I use up my monthly quota?
If you think you’re going to need more data consistently, it’s easy to change your plan in My Account to one that has more data or add a Data Pack.
Best of all, because this is FairData™, any unused data, will roll over to the next month as well. So you don’t lose what you don’t use.
Will I get data usage alerts for my mobile broadband service?
Of course! You’ll get usage alerts when you have used 50%, 85% and 100% of your data allowance. You will receive these as an SMS to you Mobile nominated number. You can keep track of where you are up to in the month through My Account, either online or in the app.
What do I need to get Mobile broadband working?
A mobile broadband modem
A tablet or iPad with a SIM slot
Can I use my own mobile broadband modem?
You can, but we cannot guarantee that it will work. Virgin Mobile Broadband runs on the Optus 4G plus network and only the approved Huawei and ZTE modems have been tested for use on this network. Any 4G capable tablets with a SIM card slot will work though.
What are the factors that will affect speed and quality of my mobile connection?
Distance from the nearest phone tower.
Number of people using the mobile network in the area.
The type of building you’re in and the position of the modem.
The number of devices connected to your mobile broadband modem.
Ideal range for the Virgin Mobile Broadband modem is around 10m, it has a battery life of around 8 hours when being used and can support up to 10 devices at once.
Mobile Broadband Postpaid Plan Changes
On 2 December 2017, we will be closing some of our older Mobile Broadband Plans.
Customers on older plans will automatically be moved to our new family of Mobile Broadband plans on 2 December 2017.
All new Mobile Broadband plans will now enjoy all our FairData™ features and customers will now receive SMS usage alerts.
Impacted services will automatically be moved to new plans; new SIM cards will not be required.
Customers affected by the change will be contacted from 3 November 2017.
We’ve had a look at our Mobile Broadband plans and saw an opportunity to make sure we’re giving great value and plan features. We want all our customers to enjoy the benefits of FairData™.
What do I need to do?
Ensure you have a mobile number nominated to receive notifications, you can check and update your details on the contact details page when you log into My Account.
If you don’t nominate a mobile number you will not receive SMS usage alerts, which are important when monitoring your data usage.
From 2 December 2017 you will no longer be able to access your @virginbroadband email address.
Back up and save any emails you want to keep from your @virginbroadband.com.au email address. Here’s how you can do that: You can back up and save your emails by using a 3rd party mail client of your choice (eg: Microsoft Outlook, Opera Mail, or Mozilla Thunderbird). Here are some links for more information:
Frequently Asked Questions
Will my bill be affected?
You will be notified from 3 November 2017 of the equivalent plan we are moving you onto however your billing cycle date will not be affected.
What is FairData™
It’s data, only fairer. It rolls over, you can gift it, and if you run out we’ll top you up automatically with 1GB for $10.
Who can I contact for help?
Get in touch with us here to discuss your options further.
This page contains steps for troubleshooting email on Virgin Broadband services.
Mail application settings
The following are the general settings you should use, regardless of your email application. If you are experiencing issues with sending or receiving email, first confirm these settings are correct:
My incoming mail server is a: POP3
Incoming Mail Server: mail.virginbroadband.com.au
Outgoing Mail Server: smtp.virginbroadband.com.au
Account Name: Your Full email address
Issues sending email
Outgoing mail server Outgoing Mail Servers may only work with a matching Internet Service Provider. So if you are at home and connected to your Virgin Broadband WiFi it can send... but as soon as you try to send emails from a different service you will most likely need a different outgoing server to send with. You will need to contact your internet service provider to get their outgoing mail server. This includes if you have setup your Virgin Broadband email on your phone.
For example, Virgin Mobile Broadband ( email@example.com ) uses smtp.virginbroadband.com.au to send when connected via the VirginBroadband APN, but when using YESINTERNET via your Virgin Mobile phone's data you need to use smtp.optusnet.com.au (with no username or password) instead.
Large emails The size limit on any individual email is 10MB . Messages larger than 10MB won't be sent or received.
Issues receiving email
Email storage limit The total size limit on an individual email box at any one time is 10MB. Once you reach the 10MB limit, email sent to your mailbox will not be delivered. You will also be unable to send mail from your Virgin email box.
To fix this, login to your webmail and delete emails in your folders. You can avoid this happening in the future by regularly cleaning out your mailbox or you can download your emails from our server to your local computer via your email application.
If you are still experiencing issues with sending or receiving email then contact us for further assistance.
You can add, modify, delete and generally manage your own Virgin Broadband email accounts online.
Only the Primary Account Holder will be able to manage all email addresses. If you have been given an email address by that person, you will only be able to change your particular address and not any of the others on the account. You can add up to 5 email addresses.
Managing your email addresses
1. Go to the Manage My Broadband page.
2. Click on the Data Usage Login tab
3. Enter your login details. Click here for your login details.
4. Click on Manage Mailboxes at the top of the page.
5. From this page you can add a new mailbox, modify or delete an existing mailbox.
Adding an email address
1. On the Manage Mailboxes page click the New Mailbox button.
2. Enter the new email address in the box labelled Email . Note, just enter the part before the @virginbroadband.com.au
3. Enter the new password for the email in the Password field and re-type the password again in the Confirm Password field
4. Click on Save to create the new email address
5. The new email address will say PENDING ACTIVATION and should be avaliable for use in about 15 minutes from the time you hit the Save button.
Deleting an email address
1. Click on the Trash Can icon next to the email address you would like to delete. You can only delete non primary email addresses.
2. Click OK to confirm
You will have the option to change your mind and un-delete the mailbox within 6 days of originally marking it for deletion.
Editing an email address
You can change your password or forward emails to another email address by clicking on the Edit icon (Pen/Paper symbol) next to the email address you would like to edit.
If you would like to change the password then click in the checkbox next to Change Password and then click Save.
If you would like to forward all email sent to that Broadband email address to another email address of your choice, simply enter the new address in the Email Address field listed under Email Forward and then click Save.
If you are experiencing issues we recommend that you update your browser to the latest version.
If your Virgin Mobile Broadband isn't working the way it should, check out these troubleshooting steps.
There are different error codes you may receive depending on the type of issue that is encountered. They will appear on your screen with a brief description. If you get an error message pop up, the best thing you can do is to disconnect and reconnect your modem. If this fails try the troubleshooting steps below.
There are four different signal types your modem can pick up:
4G/LTE = Superfast 4G speeds HSDPA = The preferred signal and speed type for 3G UMTS = Fallback connection when no data transfers are in progress GPRS = Generally not a good signal
If your modem is getting a GPRS signal or not holding a connection, and you're in an area that we do have Mobile Broadband Coverage, try the following to improve your connection:
Restart your modem to reset the connection
Restart your PC or laptop to reset the connection
Test your modem in another location
Test your SIM in another modem
If possible, uninstall and then reinstall your modem software (this is not available for all modems)
If you've forgotten your modem's WiFi password or need to change it, check out our modem user guides for detailed instructions. You can also visit our Device Guides page for more troubleshooting info.
Contact us for further troubleshooting if these steps do not help!
If you want to BYO (Bring Your Own) modem or USB, wireless data card or inbuilt laptop modem you may need to update the settings. Keep in mind we might not be able to provide you with technical support for the equipment and you may to refer to the manufacturer.
BYO Modem or USB
First, you need to make sure the USB or modem isn't locked to another provider. If your modem is locked to a specific carrier, it won't work with us.
Our network runs on multiple frequencies (also known as a 'band') so you will need to make sure your equipment is compatible. Frequencies we use are:
3G - 2100MHz, 900MHz
4G Plus - LTE 700MHz, 1800MHz, 2100MHz, 2300MHz, 2600MHz
If you've brought your own devide to use, you may need to update your modem or USB settings so it will work on our network. Below are the required settings:
If you need to enter a username and password, just type the word blank.
Got some questions about your USB or modem?
Guides and User Manuals
MF90C 4G WiFi User Manual
ZTE MF62 User Guide
ZTE MF62 User Manual
Huawei E3131 USB Quick Start Guide
4G WiFi Modem
ZTE MF920A User Manual
Contact us if you have any questions that have gone unanswered.
If you're looking to unlock your Huawei E220 or E5832 modem, follow the steps below.
You will need to call us for the unlock code before you start this process,
Currently, the process is only compatible with the Windows operating system. If you do not have a Windows operating system then you will need to find a friend that does, so that they can help you out.
To unlock other modems, click here.
Unlocking the E220 modem
Download the E220 Unlock Software
Plug your E220 modem into your computer with your existing Virgin SIM inserted.
Double click on the zip file you downloaded in step 1.
The software will request the Network Unlocking Code, enter the Code we have provided you with in your initial call.
You will then get a confirmation message to advise you that the Modem has been unlocked.
Unlocking the E5832 modem
Download the Unlock Software
Plug your E5832 modem into your computer with your existing Virgin SIM inserted .
Double click on the Zip file you downloaded in Step 1 .
A folder will open displaying the file ( CardLock_UnLock.exe ) that you need to run to successfully unlock your E5832 Modem.
Make sure the Virgin Mobile Connect software is closed, otherwise you'll get an error message stating Open Port Failed. If this error message pops up, simply close your Virgin Mobile Connect software and continue with step 6.
Double click on the file (CardLock_UnLock.exe) and select “ RUN ”.
The software will request the Network Unlocking Code , enter the Code we provided when you called.
Click " OK ".
You will then get confirmation message to advise you that the Modem has been unlocked.
If you do not see this message, or come across any difficulties please do not hesitate to contact us.