Broadband At Home - FAQs
- General Questions
- Home Phone
- Home Number Transfers
- Broadband Equipment
- Broadband Network
- Support And Troubleshooting
General Questions
Q: Is Broadband At Home portable?
A: 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.
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 for the remainder of the month, according to your selected price plan. While significantly slower than full Broadband At Home speed, this will still be 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 Broadband At Home?
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 if I don't want to continue with the Broadband At Home service?
A: If for any reason you change your mind about the Broadband At Home service, you can cancel it at any time up to 30 days after you receive the service. All you'll need to pay are any additional charges incurred that are not included in your minimum monthly payment (such as calls to mobiles not on the Virgin Mobile network, calls to special numbers and international calls). If you have past the 30 day guarantee period, please refer to the following FAQ for information on leaving before the end of your contract period.
We recommend that you do not port your number until you are completely satisfied with the service.
To cancel, just call us on 1300 555 100 with your details and (where possible) a brief explanation of why you have decided to cancel the service. We'll send you a prepaid courier satchel to return the equipment to us, and you will then need to return all the equipment supplied under the cancelled order to us within 30 days intact, in good condition and in the original packaging. If you don't return the equipment to us within 30 days of cancelling or, if you return it in a damaged condition, we will charge you for the full value of the equipment as per the pricing table.
For more details, have a read of our Virgin Broadband Service Description.
Q: What Do I Pay If I Leave Broadband At Home Early?
A: For Broadband At Home, we have a 30-day No Quibble Policy, 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.
Q: Can someone else sign for the Broadband At Home package?
A: No. The Broadband At Home package is sent via Secure ID courier, which requires that the addressee shows proof of identity and signs upon delivery. This ensures that the package is delivered to the correct person. If you are not home or work at the time of delivery, a card will be left by the courier company, advising that a delivery was attempted and to contact them to organise another delivery attempt.
Q: How do I pay for the Broadband At Home service?
A: The Broadband At Home service can be paid via Direct Debit from a bank account or Standing Order from a credit card account.
There will be a Direct Debit/Standing Order form in the box with the modem, which you'll need to fill out and return. If you're missing the form, you can download a copy from our web site by clicking here.
It is possible that your first Invoice will be due before we receive and process your Direct Debit details. In that case, you can make a payment via another method as shown on your Invoice.
Q: What are all my login details?
A: See below for how to log in to your various Virgin Broadband systems:
To log in to your Webmail go to http://webmail.virginbroadband.com.au
| Username: | Your Full Virgin Email Address (including the @virginbroadband.com.au) |
| Password: | The password you selected for your Virgin email address. |
To log in to your My Account area, use the login area located in the top left of http://www.virginbroadband.com.au
| Mobile Number: | Your Broadband At Home Phone Number. |
| Password: | Your Six Digit Account PIN. |
To log in to your My Broadband Usage page go to http://mybroadbandusage.virginbroadband.com.au
| Username: | Your Full Virgin Email Address (including the @virginbroadband.com.au) |
| Password: | The password you selected for your Virgin email address. |
To log in to your Modem Management Console go to http://192.168.1.1 in your web browser.
| Username: | The default is "admin". |
| Password: | The password you created when you first logged in to the modem. |
Home Phone
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: Yes! Provided that your new home is in the same exchange area, you'll be able to move your number with you. Otherwise, we'll set you up with a new number.
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 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 that 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.
Q: Does the Broadband At Home service use a land-line to connect?
A: No. Broadband At Home is delivered wirelessly through the Virgin Mobile phone network. So if you're moving in to a new home, you won't even need to have a phone line connected in the first place! Once you've connected to Broadband At Home and transferred your existing phone number (if requested), you will no longer require your existing land line connection.
Home Number Transfers
Q: Can I keep my existing home phone number?
A: Yes! Here are the basics of how it works:
When you sign up for Virgin Broadband account, we'll give you a new phone number. We recommend you keep your existing home phone number provider for a while, to ensure that you are happy that our service meets your needs before you commit to porting your number across. Don't cancel your existing number, because if you do, you won't be able to transfer it across to Broadband At Home!
If you choose to transfer your existing number prior to the completion of the 30-Day Satisfaction Guarantee, you will waive the remainder of this period.
Q: How do I request a number transfer?
A: Easy. Log into MyAccount (how to do this is explained above). Select the Home Number Porting option on the left hand side menu.
Please ensure you understand what is going to happen when you transfer your number! You will need to supply us with the following information:
- Your Broadband At Home number - this will be pre-populated with the phone number(s) from your account.
- Your local number to transfer (e.g.: 0299999999) - this is your existing local number that you wish to bring across.
- Company the local number is with - your current local number provider (e.g., Telstra, Optus, AAPT, Primus, etc).
- Account Number at the company the local number is with - this is your account number with your existing local number provider. It is usually found on your bill.
- Preferred transfer date: (DD/MM/YYYY) - the date you wish the transfer to occur. Please note that the earliest you can request a transfer is 8 days in advance. If you attempt to submit a transfer less than 8 days prior, or more than 90 days in advance, an error message will appear and you will not be able to submit your request.
Q: How soon can I transfer my number?
A: As soon as you like. When you sign up for Virgin Broadband account, we'll give you a new home number. We do recommend that you use Broadband at Home in tandem with your existing provider long enough to ensure that you are happy that our service meets your needs. If you choose to transfer your number prior to the completion of the 30-Day Satisfaction Guarantee, you will waive the remainder of this period. We recommend that you see through the 30-Day Satisfaction Guarantee Period to ensure that you are completely comfortable with how it all works and with the quality of service.
Q: What might cause a number transfer request to fail?
A: There are a number of things that can cause a transfer request to fail, including:
- The account with the existing provider is cancelled, the porting process cannot take place, and the number may be lost.
- The name and address details of your Virgin Broadband account do not exactly match the details with your existing local number provider. You must ensure that these details are the same on both accounts before submitting a transfer request.
- An incorrect account number is supplied for your existing service provider. If you are not sure, please refer to one of your bills with your existing provider, or contact them to find out. Note: Some fixed line and mobile phone providers will bundle the mobile phone and the fixed line account into one. Often those providers will give you a combined account number, as well as individual numbers for each service. You must ensure that you provide the fixed line account number or the transfer will not be successful.
- Fax Stream Duet, Multiple Numbers, and several other enhanced local number features are incompatible with porting. These services must be removed from the line before a transfer request is submitted.
- ISDN, Leased Lines (mainly used for EFTPOS and other business services), and VOIP services are incompatible with porting.
- We may not have a number transfer agreement with your current service provider. Some service providers maintain their own exchange equipment which is not compatible with the standard number porting process. In this case, we recommend that you contact your existing provider to discuss possible transfer options.
Q: How long does the transfer process take?
A: Transferring your number will take between 8 and 10 business days as a minimum. In some instances it can take up to 30 days. During this time you will have to use the home number we have supplied you.
Q: Can I submit a transfer request over the phone?
A: No. In order to make the process as quick and easy as possible; transfer requests are only available online. Just log in to MyAccount and you can get started in seconds.
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).
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.
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.
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 @ http://www.gizmo.com.au
Broadband Network
Q: Do I have to be able to see a mobile signal tower to get Broadband At Home?
A: No. You just have to be within an Optus 3G mobile network coverage area. (Check your location on our coverage locator) Broadband At Home 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: Broadband At Home 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: If I call, will I speak to a person or will I 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 with my Broadband At Home service?
A: Check out the more detailed Troubleshooting area for some great advice on resolving technical issues. If you can't find what you're looking for there, contact us via email or give us a call on 1300 555 100 and one of our friendly Support consultants will be happy to 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) file sharing?
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 bandwidth 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 Bit torrent 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 high ping latency, so we don't recommend using this service for first-person shooter games or anything that is really heavy on bandwidth 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.
