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.
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.
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
1. Log in to My Account
2. Click 'Recharge' in the dashboard or under Manage Service
3. Select Credit Card, then click Next
4. Select the Prepaid Plan you wish to recharge with, then click Next
5. Enter your credit card details, or use the saved credit card details if you have recharged before.
6. Click Purchase/Recharge
Recharge vouchers are available Australia-wide from major outlets, but can only be applied in My Account.
1. L og in to My Account
2. Click 'Recharge' in the dashboard or under Manage Service
3. Select Voucher, then click Next
4. Enter the voucher details
5. Click Recharge
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!
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!
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.
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 address
Contact 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 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.
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: VirginBroadband
APN Name: VirginBroadband
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, just 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.
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.
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 Add Data in the Dashboard or under Manage Service on the left
Click the Add button to add 1GB of data
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.