Other Q&A
General QuestionsBroadband At Home
Mobile Broadband
Broadband Equipment
Broadband Network
Support And Troubleshooting
Email Setup Instructions
GENERAL QUESTIONS
Q: Is Virgin Broadband portable?
A: Virgin Broadband gives you two flavours of wireless internet connection:
- Broadband at Home is fixed - for home users. If you want to move this service simply contact customer service to update your address details and we'll take it from there.
- Mobile Broadband is as mobile as your mobile phone: it uses a modem that simply plugs into a USB port on your computer.
Q: What is the voice quality like?
A: Fantastic! Your home phone uses the 3G mobile network, which meets the required end-to-end network performance standards.
Q: Can I sign up for the Mobile Broadband AND the Broadband at Home product?
A: Of course! And what's more if you do so you'll be eligible for the $5 discount for having a mobile and Broadband at Home on the same account.
Q: What happens if I download more than my limit in a month?
A: If you exceed your download limit in a month, your download speed will be reduced to 64kbps for the remainder of the month. While significantly slower than full Virgin Broadband speed, this is still a lot faster than dialup. And most users won't get to this point anyway, because you get a LOT of downloads. You won't be charged excess usage fees for exceeding your download limit.
Q: Is web space included with Virgin Broadband?
A: No. But you will have a personalised web page called My Home that gives you account information, and is a gateway to google search, news grabs and plenty more. If you'd really like your own web space, you can always join one of the free community sites such as Facebook or Myspace.
Q: What Do I Pay If I Leave Virgin Broadband Early?
A: It depends on you Virgin Broadband product.
For Broadband At Home, we have a 30-day Satisfaction Guarantee, so you can leave within 30 days of joining and pay nothing except what you have used on calls and any other outstanding amounts. If you leave after that, you pay $15 for each month left until your 24-month commitment finishes, pro-rated for any partial months remaining. So if you have 8.5 months remaining of your commitment, you pay 8.5 * $15 = $127.50. Plus, whenever you leave, you'll need to return the home modem to us in good condition otherwise you pay a fee of $400.
For Mobile Broadband, when you leave, you'll need to pay for any outstanding usage charges as well as any remaining phone instalments. Also, if you leave within the first 6 months of joining, there's a cancellation fee of $250.
Please see our Broadband Service Terms for more details.
BROADBAND AT HOME
Q: Will I need a new home phone?
A: No. You simply plug your existing home phone into the supplied modem. Just check that the phone is yours to use (some phone companies own your home phone) and it has an RJ-11 plug, which almost all modern phones now do - it's the smaller one instead of the big old Telstra 3-pin plugs.
Q: Can I keep my existing home phone number?
A: From September 2007 you will be able to keep your old landline number and use it with Broadband at Home at the same home address! And in future if you move house, you'll be able to move your number with you if it's in the same exchange area. Read more HERE
Q: Do phone calls count towards my data download limit?
A: No.
Q: Does your home phone service have emergency services?
A: You can call '000' and other emergency numbers with your home phone service. However, the Virgin Broadband at Home product needs to be connected to power in order to function and will not operate in the event of power failure. This service is therefore not suitable as the sole service for customers with a medical condition which necessitates dialling emergency medical numbers.
Q: What happens to my home phone service when there is a blackout?
A: You won't be able to use it, because it needs to be connected to a power-point. Mobile phones can be used safely during a blackout.
Q: Can I use my computer at the same time as making a phone call?
A: Yes.
Q: Can I use my home phone service somewhere else other than my own residence?
A: No, it's set up to be a home phone service at a fixed address. Let us know if you're planning to move so we can check stuff like coverage at the new address for you and advise whether you'll need a new local number or whether you could bring the new one with you.
MOBILE BROADBAND
Q: Will I need a new mobile phone?
A: Our Mobile Broadband plans are fantastic mobile CAP plans which include a brand new Virgin Mobile phone as part of the deal! You also get a USB modem for broadband access.
Q: Do I still need to pay for 3G data services on my mobile phone or is that included?
A: Data usage on the mobile phone service with Mobile Broadband works exactly like data on any mobile service with Virgin Mobile, it's not included in the broadband package. Our $5 and $10 subscription data plans are available as usual, and are highly recommended. Mobile data usage outside a subscription is charged at our standard 1.5c / KB,
Q: I'm already with Virgin Mobile - how can I get onto a Mobile Broadband plan?
A: You can upgrade to our Mobile Broadband offer at any time - just pay out the remaining PPP of your existing plan and you're good to go!
Q: Is Mobile Broadband as fast as Broadband At Home?
A: Yes. Both our Virgin Broadband products run at the same speed.
Q: What will happen if I put the SIM from the USB modem into my phone?
A: Not much! You won't be able to make calls, send texts and so on. If you are technically proficient you could use your phone as a modem to connect to the internet - but why bother? You have a much easier to use USB modem for that!
Q: What will happen if I put the SIM from my phone into my USB modem?
A: Again, not much! With a bit of technical know-how you could use it to connect to the network / internet, but you would be charged our mobile data rates for doing so. So why would you, when you get FREE broadband with your data SIM?
BROADBAND EQUIPMENT
Q: Do I need to buy a modem?
A: No. We supply the modem, free of charge. You just plug it in and go! When you leave, you'll need to return your Broadband At Home modem to us (or pay a penalty fee). With a Mobile Broadband USB modem, you'll need to pay it out as well as your mobile phone if you leave within 24 months - stay longer than that, and the USB modem is yours to keep at no charge.
Q: I really like my existing wireless modem. Can I continue to use it?
A: No. Only our supplied modem can be used with the service.
Q: Can I have a completely wireless modem?
A: Yes. Our Broadband at Home modem connects to your home computer via cables or via a WiFi connection. Your computer must be Wi-Fi enabled if you choose Wi-Fi. Mobile modems are, by nature, wireless. They plug directly into a USB port on your laptop.
Q: Can I connect more than one computer through the supplied modem?
A: With the Broadband at Home modem, yes you can.
Q: Is the supplied modem also a router?
A: Yes, the Broadband at Home modem is. The Mobile Broadband USB modem is not.
Q: So how do I set up a wireless network?
A: You can speak to Gizmo, our recommended computer service professionals. They can send one of their qualified technicians to your home and get your wireless network up and running in no time. Gizmo are available in Sydney, Melbourne, Brisbane, Canberra, Adelaide and Perth.
For more details check out their website @ www.gizmo.com.au
BROADBAND NETWORK
Q: Do I have to be able to see a mobile signal tower to get Virgin Broadband?
A: No. You just have to be within an Optus 3G mobile network coverage area. (Check your location on our coverage locator) Virgin Broadband works much like your mobile phone. So, just as you don't worry about whether you can see a tower before calling on your mobile, you don't need to with Virgin Broadband.
Q: Do I have to live close to a telephone exchange to get a fast connection?
A: No. Unlike ADSL broadband, wireless doesn't use your fixed or landline telephone line, so your distance from the telephone exchange is completely irrelevant.
Q: Do I have to live close to a mobile signal tower to get a fast connection?
A: You simply need to be in an area with good Optus 3G mobile network coverage.
Q: Do you use Telstra infrastructure at all?
A: Virgin Broadband uses our own servers and the Optus 3G mobile network to send and receive data.
Q: When is coverage planned for my area?
A: Please visit our Planned Coverage page for details.
SUPPORT AND TROUBLESHOOTING
Q: What are the hours of technical support?
A: 7 am to 11 pm, 7 days a week, 365 days a year.
Q: When I call, will I get to speak with someone, or will I have to leave a message?
A: You'll to speak to a living, breathing Virgin Broadband representative.
Q: Is your technical support team based in Australia?
A: Yes.
Q: What if I'm having trouble accessing the Internet?
A: Give us a call on 1300 555 100 and one of our friendly Support consultants will help you.
Q: Help! My computer has become infected with viruses!
A: It may be time to call in the experts, in which case we recommend contacting Gizmo, our preferred computer service professionals. They can send one of their qualified technicians to your home, remove the viruses and set you up with the latest anti-virus software to protect you from similar attacks. Gizmo are available in Sydney, Melbourne, Brisbane, Canberra, Adelaide and Perth.
For more details check out their website @ www.gizmo.com.au
Q: Does Virgin Broadband support P2P (Peer-to-Peer) filesharing?
A: Yes, but because of the huge demands these place on the network, they are 'shaped'. This means we only allocate a small section of bandwitdh for them, and as a result you can still use P2P software, but it will be significantly slower than you might normally expect. So if you're hoping to download lots of large files like movies and MP3 using P2P software (like Bittorrent etc), Virgin Broadband probably isn't for you
Q: Can I play online games with Virgin Broadband?
A: Of course you can! With typical download speeds of 512kbps, you'll be up-to-speed for a whole lot of online fun. Our resident gamers find that the network does have a high ping latency, so we don't recommend using this service for first-person shooter games though. It's always best to check with the guide for any game you'd like to play to make sure your system (including your typical 512kbps internet connection speed, but also your PC specifications) is up for it.
Q: Can I use any name I like for my Virgin Broadband email address?
A: Not quite. Because we're committed to being a Family Friendly ISP, we have a list of prohibited words that we won't allow as part of your email address.
Other than that, your email address just needs to be at least three characters long, with any combination you like of numbers, letters and the dash (-), period (.) or underscore (_) symbols.
Q: I've setup wireless security in the modem. Now how do I set it up on my computer?
A:
Windows XP SP2
Step 1. From the Windows 'Start' menu, select 'Control Panel'.
Step 2. Click 'Switch to Classic View' in the top left of the screen.
Step 3. Double click 'Network Connections'.
Step 4. Right click 'Wireless Network Connection' and select 'View available wireless networks'. A list of available wireless networks is displayed.
Step 5. Select 'Virgin Broadband' from the list and click 'Connect'.
Step 6. Enter the WEP password (from the modem setup) in the 'Network key' field and again in the 'Confirm Network Key' field.
Step 7. Click 'Connect'.
Windows Vista
Step 1. From the Windows 'Start' menu, select 'Control Panel'.
Step 2. Click 'Network and Internet'.
Step 3. Click 'Network and Sharing Center'.
Step 4. Select 'Manage Wireless Networks from the Tasks list.
Step 5. Double click the wireless network icon under the 'Networks you can view and modify' heading.
Step 6. Go to the Security tab and chose the Encryption type 'WEP'.
Step 7. Enter the WEP password (from the modem setup) and click 'OK'.
MAC OS X 10.4
Step 1. Click the Apple icon in the menu bar and select 'System Preferences'.
Step 2. Double click 'Network'.
Step 3. Double click 'Virgin Broadband' in the list of networks.
Step 4. Select 'WEP 40/128-bit hex' from the Wireless Security list.
Step 5. Enter the WEP password (from the modem setup) and click 'OK'.
Step 6. Ensure that 'Show AirPort status in menu bar' is ticked and click 'Apply Now'.
Step 7. Close the preferences window.
EMAIL SETUP INSTRUCTIONS
Q: How do I setup my email software?
Windows Mail (Vista)
Step 1. From the Tools menu, select Accounts
Step 2. Click the Add button
Step 3. Select E-mail Account and click Next
Step 4. Enter a Display Name and click Next
Step 5. Enter your Virgin Broadband E-mail address and click Next
Step 6. Ensure that POP3 is selected in the Incoming e-mail server type field and enter the following server details and click Next:
Incoming mail (POP3 or IMAP) server: mail.virginbroadband.com.au
Outgoing e-mail server (SMTP) server: smtp.virginbroadband.com.au
Step 7. Enter your full email address in the E-mail username field. Enter your password and click Next
Step 8. Click Finish
Step 9. Click Close to save the settings and access your e-mail
Outlook Express
Step 1. Click on the Tools menu and select Accounts.
Step 2. Click the Add button and select Mail.
Step 3. Enter the name you would like to be displayed to others when you send them an e-mail, then click Next.
Step 4. Enter the e-mail address you created when you activated your broadband service, then click Next.
Step 5. Enter the following settings and click Next:
My incoming mail server is a: POP3
Incoming Mail Server: mail.virginbroadband.com.au
Outgoing Mail Server: smtp.virginbroadband.com.au
Step 6. In the Account name section, enter your full e-mail address. Enter the password you specified when you created the e-mail address. Leave "Log on using Secure Password Authentication" un-ticked and click Next.
Step 7. Click Finish to complete your mailbox setup.
Outlook 2003
Step 1. Click on the Tools menu and select E-mail Accounts.
Step 2. Select the 'Add a new e-mail account' option and click Next.
Step 3. Select 'POP3 ' and click Next.
Step 4. Enter your User Information and the following Server Information:
Incoming mail server (POP3): mail.virginbroadband.com.au
Outgoing mail server (SMTP): smtp.virginbroadband.com.au
Step 5. Then enter your Logon Information, making sure to use your full email address as your User Name and click Next to continue.
Step 6. Click Finish to save the settings and access your email.
Apple Mail
Step 1. From the File menu, select Add Account.
Step 2. Select POP in the Account Type drop down box and enter a description, name and Virgin Broadband email address, then click Continue.
Step 3. Enter the following Incoming Mail Server: mail.virginbroadband.com.au
Step 4. Enter your full email address in the User Name field, as well as your password, and then click Continue.
Step 5. Leave the default settings and click Continue.
Step 6. Enter the following Outgoing Mail Server and click Continue:
smtp.virginbroadband.com.au
Step 7. Leave the default settings and Click Continue.
Step 8. Confirm that the settings are correct and click Continue.
Step 9. Click Done.
NEED MORE HELP?
Give us a call us on 1300 555 100 or email us.
