Troubleshooting - Virgin USB MODEM User Manual

trOUBLESHOOting

SyMPtOM
no active LED on
USB Modem
LED does not
Start blinking
(USB Modem
does not attach
to gPrS or
UMtS)
LED does Blink,
but does not
connect
the Virgin
Broadband
software doesn't
detect the USB
Modem
Slow Speeds
If you are unsure, just ask us how on 1300 555 100.
V2.5
POSSiBLE caUSE
USB Modem is not
connected to a
working USB port.
No SIM inserted
Insufficient signal
Drivers are not
properly installed
(USB Modem will show
a yellow exclamation
mark in Device
Manager - Microsoft
Windows only)
The APN (Access Point
Name) is incorrect
You are attempting
to use the service
outside of Australia.
No reception or weak
reception where you
are situated.
Faulty Driver
Installation
Conflicting with other
programs
No or Weak UMTS/
HSPDA network where
you are situated
POSSiBLE SOLUtiOn
Check if the USB Modem is firmly
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.
Disconnect the USB Modem. Insert the
SIM and reconnect the USB Modem to a
USB port.
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.
Try removing ALL USB devices
connected to your computer, close all
software applications and restart your
computer.
Ensure that the APN is set to
'VirginBroadband'.
This is not currently supported.
In the Virgin Broadband Wireless
Software, confirm that 'UMTS Preferred'
is selected under Profile Management.
Additionally, check the signal strength
meter to ensure sufficient network
coverage.
Remove all previously installed instances
of the software. Then connect the USB
modem to re-install the software.
Disable or Remove any other
communication based program that may
conflict with the USB Modem (at your
own discretion)
In the Virgin Broadband Connection
Software, confirm that 'UMTS Preferred'
is selected under Profile Management.
Additionally, check the signal strength
meter to ensure sufficient network
coverage.
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