User guide

V2.5 14
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Sometimes you will get a popup message box with an error code when you try to
connect. Here is what you should do:
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This is a temporary error and will resolve itself, give it a minute and try again. •
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The APN is possibly wrong. The APN should be: virginbroadband.•
There is no network signal. Move around until you can see UMTS in the bottom •
left of the Connection Software.
The SIM card isn’t set up for data. Please call Customer Service on 1300 555 100.•
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There is no SIM card in the Modem or the SIM card is not inserted correctly. •
Remove SIM and then put it back in.
The APN length is over 100 words. The APN should be: virginbroadband.•
The PIN code function may have been enabled and you will need to input the PIN code.•
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You are trying to connect whilst the Modem is already connected.•
The Modem driver is corrupt and having problems talking to the Modem. Uninstall •
the software, restart the computer and re-install the Modem.
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The SIM card needs a PUK unlock code. You will need to call Customer Service on •
1300 555 100.
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The current network is set to only pick up the low speed signal (CS only) - Check •
the Network Settings and the APN. Uninstall and re-install the Modem to restore it
to its Virgin Broadband defaults.
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There are possibly other Modems present or the software is confused due to •
the software being installed for other USB Modems. Un-install all USB Modem
software, restart your computer and re-install the Virgin Broadband Modem only.
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The TCP/IP protocol may be corrupt, they may need to re-install / repair it. You •
will need to consult your operating system documentation for this process.
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You are trying to “dial-up” to the network twice. The Windows Dial-up Network can •
be used to connect to the Virgin Broadband Network but not at the same time as
the Virgin Broadband Connection Software.