Mobile Broadband - FAQs
- Pre-Paid Mobile Broadband
- General Questions
- Mobile Broadband
- Broadband Equipment
- Broadband Network
- Support And Troubleshooting
Pre-Paid Mobile Broadband
Q: How do I get started?
A: First, you need a Virgin Mobile SIM card on an activated Pre-Paid Mobile Broadband service, and an approved USB Modem connected to your laptop or PC.
Activate online at www.virginbroadband.com.au/activate or call 1300 763 039. Make sure you have your packaging with you.
Once activated you can connect at any time as long as you have an available data balance, and you are in any location covered by the Optus 3G/HSPA mobile network. Within the Mobile GSM network areas, including NT and TAS, you won't be able to get broadband speeds.
Q. What do I do if I want to use my own modem (BYO)?
A: Here's what you need to know:
| APN | VirginBroadband |
| Username* | [blank] |
| Password* | [blank] |
| Number | *99# |
| Authentication | PAP |
*Some connection software may need you to enter a username & password. If so, just type the word "blank".
Q: How can I check my balance, so I know if my data is running low?
A: Easy. Just log in to My Account at http://www.virginbroadband.com.au/myaccount/
Q: I'm running out of data!
A: No problem. Buy a recharge voucher from Virgin Mobile stockists and outlets across Oz and recharge using this voucher or just use your credit card online at http://www.virginbroadband.com.au/myaccount/
Q. When does my data expire?
A: It depends on the amount you purchase. When you recharge, you are given a certain amount of data and time to use that data - either 30 days, 60 days or 90 days. Any data not used within that time period will expire.
If you have credit remaining and you recharge with another voucher, any existing credit will take on the expiry date of the new recharge.
If you recharge more than 10GB in a month then any data above 10GB will be held over until the next month because you cannot use more than 10GB data in a calendar month.
You must recharge within 180 days of reaching $0 credit otherwise your service will be cancelled.
Q: How much data do I get?
A: For $15 you get 1GB to be used within 30 days
For $30 you get 2GB to be used within 30 days
For $50 you get 5GB to be used within 60 days
For $100 you get 8GB to be used within 90 days
If you recharge with another Virgin Mobile voucher (existing $25, $29, $35, $49 vouchers) you will be given similar amounts of data, eg. A $25 voucher will give you 1.67GB data allowance to be used within 30 days.
Q: How is the coverage?
A: The Virgin Broadband service uses the Optus 3G/HSPA network. This network covers approximately 80% of the Australian population and continues to grow, with the Optus GSM networks covering approximately 96% of the Australian population. Within Optus Mobile GSM network areas, including NT and TAS, you will not experience broadband speeds.
For the latest coverage information visit www.virginbroadband.com.au/coverage
Q: When does the modem use 3G or GSM?,br> A: Whenever possible, the modem and software will connect you to the 3G network for optimum speeds. Otherwise, it will look for a GSM network signal, so that when you're on the move, your connection is maintained.
Q: Can I use Pre-Paid Mobile Broadband overseas?
A: No. Pre-Paid Mobile Broadband is only available to customers within Australia.
Q: What modems can I use with the Pre-Paid Mobile Broadband Service?
A: We recommend that you use these modems for with the Pre-Paid Mobile Broadband service.
- Huawei E220 USB Modem (2100 MHz only)
- Huawei E169 USB Modem (900MHz and 2100MHz)
If you choose to connect using your own USB modem, wireless data card or inbuilt laptop modem we may not be able to provide you technical support for that particular modem and we reserve the right to refer you to the modem manufacturer for technical assistance (at your own expense).
In order to use both 2100MHz and 900 MHz areas you should use a dual band device. Most people are located in 2100MHz areas so a 2100MHz device should be enough.
Q: Do I get an email address with Pre-Paid Mobile Broadband and can I choose my email address or is it assigned to me?
A: Yes, you can be whoever you want to be. You can choose an email address (eg. xxxxxx@virginbroadband.com.au) and, as long as it's not already in use (and it is not offensive or illegal!), then it's yours. You can even add additional email addresses by contacting customer service on 1300 555 100
General Questions
Q: Is Mobile Broadband portable?
A: Absolutely! Mobile Broadband is as mobile as your mobile phone. It uses a modem that simply plugs into a USB port on your computer and connects to the 3G network wirelessly. Coverage is not Australia-wide but major metro areas are covered. Click HERE to check coverage.
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, according to your selected price plan. While significantly slower than full Mobile Broadband 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 Mobile 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 Mobile Broadband Early?
A: You'll need to pay $8 x the remaining months of the 24 month commitment, plus you're unbilled charges from the current month and $250 if you leave within the first 6 months.
Mobile Broadband
Q: Does this plan include a mobile phone?
A: No. Our new Mobile Broadband plan does not include a mobile phone; however, if you have a Virgin Post-Paid Mobile Phone account you will be eligible for a $5 bundle discount!
Q: I'm already with Virgin Mobile - can I get a Mobile Broadband service too?
A: Absolutely! You can sign up for a Mobile Broadband service online, at a Virgin Mobile store, over the phone, or through one of our affinity partners. If you add your new Mobile Broadband service to an existing Virgin Mobile account, you'll be entitled to a $5 discount too!
Q: Is Mobile Broadband as fast as Broadband At Home?
A: Yes. Both our Virgin Broadband products run at the same speed if Mobile Broadband is in a 3G coverage area.
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 broadband at no extra charge with your data SIM?
Broadband Equipment
Q: Do I need to buy a modem?
A: No. We supply the USB modem, free of charge. You just plug it in and go! If you leave within 24 months, you'll need to pay it out - 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.
Broadband Network
Q: Do I have to be able to see a mobile signal tower to get Mobile Broadband?
A: No. You just have to be within an Optus 3G mobile network coverage area. (Check your location on our coverage locator) Mobile 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 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: Mobile 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 EST, 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 get 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: What are the minimum system requirements for Mobile Broadband?
A:
| Mac OSX 10.4 (only) |
|
|---|---|
| Windows XP (Service Pack 2) |
|
| Windows Vista Home Basic* |
|
| Windows Vista Home Premium/Ultimate* |
|
* The Mobile Broadband software does not currently support 64-bit editions of Windows.
Q: What are the technical support boundaries for the Mobile Broadband support team?
A:
| Supported | |
|---|---|
| Operating Systems |
|
| Web Browsers |
|
| Email Applications |
|
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 Mobile 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), Mobile Broadband probably isn't for you
Q: Can I play online games with Mobile 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 Mobile 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 four characters long, with any combination you like of numbers, letters and the dash (-), full stop(.) or underscore (_) symbols.
