Virgin USB MODEM User's Guide download pdf (Page 16)

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:



This is a temporary error and will resolve itself, give it a minute and try again. •



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.•



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.•



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.



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.



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.



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.



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.

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Virgin USB MODEM User's Guide Page 16