When you connect your Virgin Broadband modem and first go online, you'll be taken to our Virgin Internet Signup Page. Just fill the online form using the Primary Account Holder's details to activate your broadband service. The Virgin Broadband Signup Page will allow you to create your first email address. This will become the primary email address that Virgin Broadband will use to communicate with you about your service and you will need this to log in and check your usage. You can create and modify more email addresses later using the My Broadband Usage page. You can also access the My Broadband Usage page via the our homepage, just scroll over the Log In tab on the top menu and select My Broadband. You're now ready to surf the internet! Ran Into Problems With The Activation Page? Get in touch with us and we'll help set up the the service for you.
Looking to cancel your Mobile Broadband service? Here's what you need to know about cancelling. Returns 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. Cancellation 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. Keep in mind cancelling your Mobile Broadband service also means you'll lose your Virgin Broadband email address. Contact us to arrange cancellation of your Broadband service.
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.
If your Virgin Mobile Broadband isn't working the way it should, check out these troubleshooting steps. Error Messages 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. Signal Strength 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 Connection Issues 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!
Follow these steps to get your new Broadband service up and running! You will need: Your Virgin Broadband Starter Kit A Virgin Mobile Broadband modem (or an unlocked one) Your Laptop or PC with an existing internet connection Activating your Broadband First you need to activate your account; click here to get to the activation page From there, you need to select where you bought your starter kit If you select 'store' or 'phone' you will be prompted to enter your service number (found on the Starter Kit) and the 6 digit PIN you chose when you ordered your service If you selected 'shop', 'friend' or 'I don't know', you will need to select the Prepaid Broadband button If you are an existing customer, you will be prompted to enter your current service number and 6 digit PIN. If you are a new customer will will need to fill out your personal details Follow the prompts and confirm your details are correct, enter the details from the Starter Pack when required and click 'next' You will then receive a message confirming your SIM has been activated. Plug in your Modem and complete Sign Up The first time you plug in your modem and open a web browser you will be taken to our Signup Page. You will need to enter your details and create your email address. You will use this email to login to check your data usage and access webmail. Once submitted, you will be able to get online. For information on how to create and modify email addresses, click here. Sign up page does not display If you don't get to the Sign Up page after activating then you can try the following: Confirm your device is connecting to the network (a 3G or 4G signal: iPads will display LTE top left of the screen) Close the web browser you are currently using Open a new web browser and/or go to a new URL At this point it should redirect to the Sign Up page If it does not redirect to the Sign Up page: Type in: signup.virginbroadband.com.au Contact us if you need any help getting your service activated.
You can recharge your Prepaid Broadband service with a credit card or voucher online. Credit card recharge Visa, Mastercard, American Express or Diners cards are accepted. For your protection there is a $200 limit for credit card recharges per Calendar Month. Once that limit is reached, recharges need to be made by using vouchers. Credit card transactions are blocked for all services where the account holder is under the age of 18. Online via My Account Log in to My Account Click on 'Recharge my prepaid service' under the Quick Links menu Select Credit Card, then click Next Select the Prepaid Plan you wish to recharge with, then click Next Enter your credit card details, or use the saved credit card details if you have recharged before. Click Purchase/Recharge Voucher recharge Recharge vouchers are available Australia-wide from major outlets. Recharge online Log in to My Account Click on 'Recharge my prepaid service' under the Quick Links menu Select Voucher, then click Next Enter the voucher details Click Recharge Prepaid dormancy If you do not top-up your Prepaid Mobile Broadband service with the minimum data credit for a period of 180 days your service will be cancelled and you will lose any rights to the service and remaining credit that you may have had at the time. More info can be found in our Standard Form of Agreement. Contact us if you experience any difficulty submitting your recharge online!
This page features instructions on checking your monthly Mobile Broadband usage. If you're looking for how to check your mobile phone data usage, click here. Checking your broadband usage Go to the Manage My Broadband page Click on the Data Usage Login tab Enter your login details: Username: Enter the first part of your Virgin email address, leaving out the @virginbroadband.com.au, you would have created this when you activated the service. Password: The password you selected for your Virgin email addressContact Us if you've forgotten these details. 4. You can now view your current data usage and get a breakdown of previous data cycles.
If you're looking to unlock your Huawei E220 or E5832 modem, follow the steps below. Before Unlocking 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. Click RUN The software will request the Network Unlocking Code, enter the Code we have provided you with in your initial call. Click "OK". 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.
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.
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 Go to the Manage My Broadband page. Click on the Data Usage Login tab Enter your login details. Click here for your login details. Click on Manage Mailboxes at the top of the page. From this page you can add a new mailbox, modify or delete an existing mailbox. Adding an email address On the Manage Mailboxes page click the New Mailbox button. Enter the new email address in the box labelled Email. Note, just enter the part before the @virginbroadband.com.au Enter the new password for the email in the Password field and re-type the password again in the Confirm Password field Click on Save to create the new email address 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 Click on the Trash Can icon next to the email address you would like to delete. You can only delete non primary email addresses. 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.
Run out of data? Not to worry, you can add more to get you through till your monthly data resets. Before you add more data Extra data of 1GB increments can be added You can purchase up to 3GB during a billing period Data you purchase will be charged to your next bill Any unused data will expire on the data cycle date Add Data in My Account Log in to My Account Click on the Add Data tab Click the Add button to add 1GB of data
It is important to be aware of Internet Security issues such as viruses, hackers, and privacy threats when online. Families with kids who use the Internet should also use a content filter solution to manage the type of content their kids can access, we have an article with tips for Safe Browsing here. Firewalls When online, your computer is potentially vulnerable to malicious Internet users. A Firewall is software and/or hardware used to protect one or more computers connected to the Internet from hackers and other unwanted intrusions. Antivirus A computer virus is a program or piece of malicious code that can have many negative effects on your computer. Protecting your computer against viruses is easy with Antivirus software. Content filtering Content Filtering software helps you control the content accessed from your computer. It can be used to restrict and monitor Web sites, Email, Chat, IM and newsgroups that may be offensive and/or inappropriate for children. The Internet Industry Association has approved list of internet content filters which have been independently tested and meet the criteria outlined in the IIA content code. Spyware and Adware Adware or Adbots can profile your online surfing and spending habits and pop up annoying ad windows. Spyware, or Malware is potentially far more dangerous than Adware because it can record your keystrokes, history, passwords and other confidential and private information. Spam filters Spam is unwanted and unsolicited junk email. The Spam Act 2003 was established to regulate spam, which is defined as an 'unsolicited commercial electronic message', sent to or by Australian end users. Kids on the internet Ensure your kids keep you informed of their online activity, make sure they know how to stay safe and encourage them to report anything suspicious. IIA Family Friendly ISP Program Virgin Broadband is pleased to be a participant in the Internet Industry Association's Family Friendly ISP program. Australian ISPs bearing this seal have agreed to comply with the IIA Codes of Practice. The Codes of Practice are registered with and monitored by the Australian Communications and Media Authority (ACMA). Helpful Links Australian Government’s Cybersafety Website chatdanger.com Australian Government SCAMwatch Stay Smart Online CyberSmart
Wireless broadband is not particularly demanding on your computer. Most - if not all - newish computers will have the necessary system requirements for wireless broadband internet access, whether they're PC or Mac, Laptop or Desktop, or public or private. Mobile Broadband Broadband at Home General requirements USB port (TYPE A) 20MB of free hard disk space Ethernet port if connecting via Ethernet Wireless networking device if connecting wirelessly Mac OSX 10.4 and above Macintosh computer with an Intel, PowerPC G3, G4 or G5 processor At least 512MB of RAM Windows XP SP2 Microsoft Windows XP Service Pack Two Pentium 300MHz processor or equivalent At least 128MB of RAM Windows Vista Home Basic 1 GHz 32-bit (x86) or 64-bit (x64) processor At least 512 MB of RAM Windows Vista Home Premium/Ultimate 1 GHz 32-bit (x86) or 64-bit (x64) processor At least 1 GB of RAM Windows 7 1 GHz 32-bit (x86) or 64-bit (x64) processor At least 1 GB of RAM Windows 8 1 GHz 32-bit (x86) or 64-bit (x64) processor At least 1 GB of RAM Check your specs Got no idea whether your computer system has any of the stuff in the table above? No problem. Hopefully you at least know if it's a Mac (also known as Apple) or a PC? If you don't know, since only about 5% of computers are Macs, chances are it is a PC. PC: Select the Start Menu, then select Control Panel, then select System. Mac: Select the 'Apple' menu, then select About this Mac. This should tell you all the stats you need to know! Modem Specifications Find out the features and specifications of our Mobile Broadband Modems. You need a PDF reader to view this document. You can download it for free if you need to.
Adware profiles your online surfing and spending habits as well as causing annoying pop up ads. Spyware is also referred to as Malware. It can be far more dangerous than Adware because it can gather your information without you knowing by record your keystrokes, history, passwords, credit cards details and other confidential and private information. Adware Not all Adware is bad, but often users are annoyed by adware's intrusive behaviour. Adware can be very difficult to uninstall. If you remove Adware that was bundled with a free program, the program may stop working. Some Adware is simply there to profile web activity for research by marketing companies. Sometimes, Adware is been bundled with other software (i.e. peer-to-peer file sharing programs) without the user's knowledge, or it can be detailed in the fine print of an End User License Agreement. End User License Agreements An End User License Agreement is also referred to as an EULA. You accept the agreement when you click "OK" or "Continue" during software installation. Also most people don't read the EULA, it is really important that you do read it to find out the inten prior to installing any software. Spyware Spyware is usually sold as a spouse monitor, child monitor, a surveillance tool or simply as a tool to spy on users to gain unauthorised access. Spyware is also known as snoopware, PC surveillance, key logger, system recorders, Parental control software, PC recorder, Detective software and Internet monitoring software. Whatever you do on the computer is completely viewable by the spy. You do not have to be connected to the Internet to be spied upon. Many spyware vendors use "stealth routines" and "polymorphic" (meaning to change) techniques to avoid detection and removal by popular anti-spy software. In some cases spyware, known as a retrospy, will counter-attack anti-spy packages by attempting to disable the program. In addition they may use routines to re-install the spyware application after it has been detected. Stopping Spyware There are many software packages available to stop Spyware. You can do some research to work out which one would suit you, or consult an Industry Professional. Never agree to install software you don't immediately recognise as being from a safe source. When prompted to do so by the dialog box, do not click Yes or No, always click the X at the very top right corner of the dialog box to dismiss it.
Online content regulations started on 1 January 2000 and puts obligations on Internet Service Providers (ISPs) and Internet Content Hosts (ICHs), industry codes of practice were also developed. Content Filtering A complaint may be made to the Australian Communications & Media Authority (ACMA) about illegal or offensive Internet content. The ACMA investigates complaints to assess whether the content is 'prohibited' as defined in Schedule 5 to the Broadcasting Services Act 1992. Regulations There are two parts to the regulations. The first is that ICHs in Australia must remove content that has been found by the ACMA complaints mechanism to be prohibited Internet content. When an ICH receives a notice from the ACMA to remove content it must do so by 6.00 PM on the next working day. There are heavy penalties for non-compliance. The second is that ISPs must provide their customers with access to tools and information about how they can take greater control over the content which is accessible in their homes. Under the registered industry codes of practice, ISPs must provide - at no more than cost price - a filter for the use of their subscribers. The filters are updated to black access automatically when notified of prohibited overseas content by the ACMA. View what ISPs and ICHs have to do here. Approved filter software Some approved Internet Content Filters are: CyberPatrol NetNanny Norton Internet Security Posting Online Australian Internet users should be aware that placing certain content on the Internet may give rise to criminal or civil liability under applicable State, Territory or Commonwealth law. To understand what you can and can't post online, click here.
If you use the Internet, it's extremely important to have up-to-date Anti-Virus software installed on your PC. Generally, if you do a weekly update you should stay safe, or if possible, use Anti-Virus software, which has an auto-updating feature, which looks for updates whenever you're on the net. Never open any email attachments from people you don't know, or trust. Viruses A virus is a manmade program or piece of code that causes an unexpected, usually negative, event. Viruses are often disguised in games or images, and email attachments. They often have clever, deceitful titles, such as "Instant Cash", or "Reduce your Mortgage". Worms Computer Worms are viruses that reside in the active memory of a computer and duplicate themselves. They may send copies of themselves to other computers, such as through email or Internet Relay Chat (IRC). Trojan Horse A Trojan horse program is a malicious program that pretends to be a benign application; a Trojan horse program purposefully does something the user does not expect. Trojans are not viruses since they do not replicate, but Trojan horse programs can be just as destructive. For more information on staying safe online, visit the ACMA website.
A firewall is a system that is designed to prevent unauthorised access to private computers or networks. Firewalls can be implemented in hardware, or software. All data entering or leaving the computer must pass through the firewall. The purpose of the firewall is to allow the data you want to get through, while keeping hackers out. How a firewall works In simple terms, we could say that a firewall is used to control traffic between your computer (or LAN) and the Internet. More accurately, a firewall is a way of enforcing a policy or set of rules governing the flow of data to and from the outside world. Firewalls that are used to protect home computers are usually based on packet filtering, ie. data packets are admitted or rejected according to the way the rules are configured. While these rules can be quite complex, for the typical home user their primary function will be to block uninvited incoming connections. Most firewalling tools for end users will come with a sensible set of rules by default. Testing your firewall As with any security system, it should periodically be tested. Internet sites such as Gibson Research Corporation or HackerWatch provide free online firewall testing. If these methods don't suit you, consult an Industry Professional. Network Address Translation (NAT) Network Address Translation, as used by just about every Home/Small Business router to allow Internet access by more than one PC, provides some security, as your computer has a Private IP address, rather than a Public (Internet) IP address. This means that your computer usually cannot be accessed from the Internet unless a connection is opened from inside the Private network. Viruses, adware & spyware Firewalls do not stop viruses. You need appropriate software applications to protect your PC. Denial of Service attack A Denial of Service (DoS) attack is a flood of information which swamps Internet equipment and slows traffic down drastically. A firewall can protect you from the DoS traffic. For more information on staying safe online, visit the ACMA website.
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. APN Settings Profile Name: VirginBroadband APN: Static APN Name: VirginBroadband Access Number: *99# User Name: Password: Advanced Settings Authentication: PAP IP: Dynamic DNS: Dynamic Wins: Dynamic 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, just contact the maker of your device. iPad Go to Settings > Mobile Data > APN Settings Tap on APN and enter the APN Name above Leave the username and password empty Android tablets 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.
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. Frequencies 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 Settings 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: APN VirginBroadband Username* blank Password* blank Number * *99# Authentication PAP If you need to enter a username and password, just type the word blank.