User guide
V2.5 13
USB Modem is not
connected to a
working USB port
Check if the USB Modem is rmly
plugged into the USB Port or check the
connection of the USB extension cable
if you are using one. Perhaps try the
double ended USB cable or another USB
port.
No SIM inserted Disconnect the USB Modem. Insert the
SIM and reconnect the USB Modem to a
USB port.
Insufcient signal Try moving the USB Modem to a
different location (e.g. near a window).
The extension cable may be helpful
in this situation. Refer to the signal
strength meter in the software.
Drivers are not
properly installed
(USB Modem will show
a yellow exclamation
mark in Device
Manager - Microsoft
Windows only)
Try removing ALL USB devices
connected to your computer, close all
software applications and restart your
computer.
The APN (Access Point
Name) is incorrect
Ensure that the APN is set to
‘VirginBroadband’.
You are attempting
to use the service
outside of Australia
This is not currently supported.
No reception or weak
reception where you
are situated
In the Virgin Broadband Wireless
Software, conrm that ‘UMTS Preferred’
is selected under Prole Management.
Additionally, check the signal strength
meter to ensure sufcient network
coverage.
Faulty Driver
Installation
Remove all previously installed instances
of the software. Then connect the USB
modem to re-install the software.
Conicting with other
programs
Disable or Remove any other
communication based program that may
conict with the USB Modem (at your
own discretion).
No or Weak UMTS/
HSPA network where
you are situated
In the Virgin Broadband Connection
Software, conrm that ‘UMTS Preferred’
is selected under Prole Management.
Additionally, check the signal strength
meter to ensure sufcient network
coverage.
If you are unsure, just ask us how on 1300 555 100.