What a mess! Spent nearly a full day trying to remedy the 1720 install error. Tech support was no help at all and I must have tried a half-dozen different online suggestions. In the end, it was just a matter of removing the VM drivers through Add/Remove and deleting the Novatel directory in my Program Files. Deleting the directory was the key.
May 05, 2010 Rating
Canada Broadband2go Working by: PrepaidWirelessGuy
That's great news Alan; thank you for circling back to share with us!
May 05, 2010 Rating
It now works! by: Alan
As of March 2 2010 Virgin Mobile Canada's Broadband2Go works as it should. I was given two free months of credit and have even added two months myself. Whatever was wrong has now been fixed. Thank you!
Apr 30, 2010 Rating
DialUp2Go by: AJ
I have been using the service now for a week. Let's just say it leaves a lot to be desired. The first day I tried to use it I was in Kentucky and got a whopping 74 kbps with 3 bars. Yes, 74kbps. Only marginally better than dial up speed wise, but it still seemed even slower, maybe because of slow DNS servers perhaps.
I am currently in NOLA, and the current speed is 355 kbps, with three bars.
Loading videos have been a constant problem with lots of pauses and hesitations - the only way to do video is to pause it long enough to fill the buffer completely.
In my opinion, they have no business marketing this as broadband until they fix their network
and provide USEABLE bb speeds at all times when in range.
Jan 28, 2010 Rating
help by: aj
HI James.
In Windows firewall, it shows up as "Broadband2go", but the process/executable is actually MobiLink3.exe, which may be how ZA displays it.
I haven't used ZA for a long time, so I can't really say much about it. I can say that WF seems to do a pretty good job, so I don't miss it at all.
Good luck.
Art
Jan 23, 2010 Rating
Firewall Options by: PrepaidWirelessGuy
I used Sygate Personal Firewall (Free Edition) for many many years and had absolutely no problems; that's one option to consider. Now that I got a new laptop with Windows 7, I'm using Windows Firewall (also Free), which got good reviews on CNET and other places. So far I'm happy with it.
Once upon a time I used Zone Alarm, however, I found it to cause issues. That's what led me to Sygate. Though that was years and years ago, so things may be different now. I did find at the time that it was really tricky to rid ZA from the system, and required a lot of manual poking around to delete rogue files.
Jan 23, 2010 Rating
aj thanks for the reply by: Anonymous
I could only find 1 program, in ZA's Program List, that was related: "Mobile to Go" (I think, something like that).
And I did grant that program "full rights" in the Internet Zone (Leaving the "Prompt Me" rights, in the Trusted Zone).
But it did not help anything. Whenever ZA is running, the first IE page to load "on connect" -- rarely displays completely, and IE cannot be closed, or the process killed:
the entire PC hangs up -- (an untrapped error). and requires a hard reboot.
However, I have been able to restart ZA a few times, without problems, AFTER the G3 Connection has been established -- but still have not figure the sequence of steps needed there -- because usually ZA will "hang" while updating virus defn.
I think Window's "Auto Updates" may be a factor here too. Things got more responsive, when I turned that off. It hogs the connection, when on.
Thanks for the Feedback aj. I am thinking about buying a new laptop. It's good to know the AirCard works with Vista (though I've read Windows 7 has issues).
I'm now looking at the ZA Firewall's Advanced Settings. It seems funny to me that all those checkbox permission setting (ftp, bios, server, etc) are "disabled by default". I know programming, yet have very little idea which settings to enable there, if any? I'm starting to think, I should scrap ZA, and find another Virus/Spyware solution, and just use Windows Firewall, for now. Internet is working, which is why I bought the Card in the first place.
Jan 23, 2010 Rating
laptop by: aj
James, my laptop has Vista on it, and it actually installed without any problems on it, so my guess is that it seems optimized for that OS. I didn't even have to shut off my firewall as I did with Windows XP. In XP I had to turn it off and then set it up to allow bbandb2go.exe (or whatever it is) as a trusted program after the install so it could activate my account.
Unless I missed something in your post, you may want to add that program to ZoneAlarm if it hasn't been added already. But then again, I only had the problem with the firewall when it was trying to activate so that may not be your issue.
I hope you can manage to get it to work without any more difficulties. I know how frustrating the whole ordeal can be!!
Jan 22, 2010 Rating
got it to work on laptop -- sort of by: james
after many frustratiing hours (days) I got Broadband2Go to work on my old Sharp Actius Laptop from 2002. Using it now to type this.
Here are some of what I had to do:
1) update laptop XP to Service Pack 2 (using another connection, and thumb drive to copy over SP2)
2) register my ESN device, from another PC, directly on the Virgin Mobile site. The use the assigned Account numbers (MSN, MSID) to manually activate the Air Card later, backfilling the #'s
3) the biggie: Entirely Turn off ZoneAlarm Firewall, prior to plugging in USB AirCard. Once connected, I've been able to turn on ZoneAlarm again a few times, but not consistently keep the connection. Still searching ZA firewall help/tips there.
4) Broadband2Go does seem to work with Windows Firewall on, with no problems.
5) after boot up, plug in AirCard, manually activate the Account with the Mobile Icon in the system tray (once). But do not use the Broadband2Go red "Connect" button to Launch the Connection, or the IE "handshake" back to VirginMobile will usually crash the PC.
6) after boot up, plug in AirCard, use IE to "make the connection" as the page displays. Immediately close the first IE page as soon as you see the Connection Balloon (handshake problem). Then Open IE again, and it will go to your default Home Page (google) with a quite fast connection.
7) Changing the "default connection" in IE Tools to auto detect the G3 connection, can be tricky given all the above hoop jumping above. It took me a few more "hard reboots".
8) Warning, Don't install either Service Pack 3, or IE 8.0, unless you want everything to stop working again. Although the intermediate SP 2.x patches seemed to help.
The connection is fast when it works. BUT I still haven't figured out how to get virus/spyware protection -- short of doing it off line manually, after hanging up ZoneAlarm, a few times to down load the lately defn files. Hardly ideal.
Still thinking about returning the AirCard, and maybe buying a new laptop(?). But given my current transitory situation, I sure would like to get the stupid Card to work, with my existing laptop.
FWIW, the tips/attempts discussed here, helped me to plow through this. so thanks all.
Jan 22, 2010 Rating
Virgin Mobile Canada Broadband2Go Issues by: PrepaidWirelessGuy
I completely understand how frustrated you must be! Given that you've successfully installed the modem and drivers and are able to connect, the speed issues almost always has to do with the carrier.
They really need to provide you with proper technical support, and stating that it's a Telus issue (even if that's true) is irrelevant; it's still their issue to help you resolve.
Virgin Mobile Canada runs on Bell Mobility's network (they're owned by Bell Mobility). That's not to say that where you're located you may be roaming on Telus' network. While that may add some complexity for Virgin to manage in terms of quality of service and speeds, it's still an important issue for them to address.
I'll poke around on the Virgin Canada site and see if I can send this discussion link to them; in the meantime, hopefully others who have had, and resolved this issue will respond.
Jan 22, 2010 Rating
Virgin Canada Broadband2go by: Alan
I purchased the Broadband2go stick on Jan 2 2010 at a nearby Future Shop. I activated the stick that evening.
I have been unable to connect with speeds even one tenth the advertised maximum. Best ping response 908ms. Best downstream 0.1 mbps (up to 3.1 mbps advertised).
Best upstream rate 0.09 mbps (up to 1.8 mbps advertised). Told to expect calls back from "tech" reps.
Now told this is not a tech issue and is being escalated to complaints department.
Cannot look up usage online - must call customer service for usage details.
Customer service reps' responses are scripted and nothing can be offered to help.
I have not received 1-on-1 troubleshooting to resolve issue.
Two reps have so far said that problem lies with Telus' facilities, no recommended course of action.
Please help, I just want this to work.
Jan 06, 2010 Rating
Which Directories to Delete? by: jlewis
AJ wrote:
by: AJ
In that time I decided to try one more thing, which was to see if there were any leftover directories, and there were. After deleting the Novatel Wireless directory, and one other, I tried to reinstall again, and this time it worked.
What was the "one other" directory." I am game to try anything.
Thank you for your follow-up post! The information you provided is extremely helpful and will help many people I'm sure.
I've had similar troubleshooting experiences when contacting various PC manufacturers. Their default response is always to restore the computer to factory defaults, which means formatting the hard drive and using a recover CD or a recover partition. Having a lot of data on computers these days, as well as personal settings that take months to get the way we want them, starting off from scratch as a default troubleshooting approach simply isn't acceptable anyway.
Tech support should be more sophisticated, and help troubleshoot, even if it involves going into the registry, understanding conflicts with other major software/drivers, etc. If the default answer is simply to format your drive, then no live support is needed. Simply provide instructions on the IVR and website explaining how to restore the machine to factory condition ;-).
Anyway, thank you again for the follow-up. I hope after all of this trouble you ultimately enjoy the freedom of prepaid broadband!
Dec 26, 2009 Rating
Update to previous posts by: AJ
I have discovered the root cause of my issue. I had a couple of services disabled in windows which the program and the system was dependent upon to complete the installation properly.
Deleting the directories did enable me to reinstall the program without the 1720 error, but because those services were disabled, the system was not able to update the phonebook and so the activation could not be completed.
This is poor error handling on the part of Novatel/Virgin Mobile's software and there is no excuse for this. Coupled with a tech support department that is so absolutely clueless (I solved these issues on my own), it's a wonder this service is in operation. Top it off with a tech support webpage which lists about three questions/answers which was absolutely no help whatsoever either. Their suggestion to reformat my hard drive is akin to lighting a cigarette with a blast furnace. They should have been able to provide these answers that I was able to finally figure out. Lastly, tech support would not even bother to follow Novatel's protocols for escalation. Maybe they are too embarrassed.
The service is nothing to write home about, but it will be convenient if not fast. I seem to be getting under 300k (the modem properties had max bps set to under 300, which I raised, but that did not help. Anyhow, good luck to anyone who has tech issues with them.
Dec 24, 2009 Rating
VM Continued by: AJ
In that time I decided to try one more thing, which was to see if there were any leftover directories, and there were. After deleting the Novatel Wireless directory, and one other, I tried to reinstall again, and this time it worked.
When he got on the line, I explained that I solved their problem, and I expected some sort of compensation for the hours of aggravation and doing their work for them, and he offered me a $10 card, which I saw as an insult so I held out for more and got it but not until expressing some deep anger.
The story doesn't end there, however. This time although the activate issue was no longer a problem (I discovered that not having the firewall turned OFF caused this problem and had turned it off this time - you'd think they'd warn/remind you of the need for this and should not crash/freeze if not configured this way). There was a different problem this time. With the account activated, the connect button showed up as it is supposed to, but when I click on it, it errors out saying that it cannot update the phone book file. So I asked tech support (now almost 120 minutes into the call) what the solution to that is. He gave me links to a registry cleaner and another utility to clean up drivers (both of which are payware). I shouldn't have to pay to clean up the mess they created. I was expecting a Novatel utility for this, but no. I asked him why he couldn't just tell me the registry entries that might cause this issue and said that he didn't know and couldn't find out.
A search on the last particular error points to a possible issue with the rasphone.pbk file, but I could not manage to get anything to work, so it looks like another phone call to tech support tomorrow.
All in all, the most frustrating experience I have ever had with software, and I've been working with computers for over 20 years so I know my way around a bit.
Virgin Mobile's Broadband2Go is a great concept, but it is plagued by poorly written software and a less than competent support staff and website. They have serious problems.
Dec 24, 2009 Rating
VM tech support is hopeless, software is junk by: aj
I have spent about 4 hours trying to get this thing to work.
When I first installed it everything went fine, until I tried to activate, at which point the thing just froze. So I attempted to uninstall and reinstall the program. The program would fail to reinstall - same 1720 error as previously noted.
I tried nearly everything including cleaning out the registry, as well as their suggestion of updating the installer, none of which heled.
While I was speaking to tech support the second time, they insisted that it was a problem with my computer and that I needed to reformat my hard drive - can you believe it? This is nuts. I asked him why it was able to install the first time without problems (the activation freeze issue aside) if there was a problem with my HARD drive. He still insisted that this was my problem and had no other solutions - SAYING IT WAS NOT THEIR PROBLEM. We went round and around for a while, and after 70 minutes into the call, I decided to ask for an RMA. He put me on hold for at least 10 minutes - they're not only incompetent, they're slow.
Dec 22, 2009 Rating
Same problem as everyone else by: Anonymous
I installed it on my HP laptop running XP and it worked fine. I did a system restore with the restore CD and now it does not work. I am getting the 1720 error. I called tech support which is some idiot in India that does not speak English. All she could tell me is I need to update my computer. I have run every update possible and still nothing. It is obvious there is a common problem. You would think they would invest a little time and money to figure out what it is.
Dec 10, 2009 Rating
Broadband2Go Install Errors by: jlewis@uic.edu
I bought Virgin Mobile's Broadband2Go. I installed the modem on a netbook .. it worked though the speed was very modest. Then the netbbok died, so I tried to install on an older notebook (Dell Inspiron 600m). I made many attempts, on one I was able to see that the modem was programmed to the correct account numbers, etc. I was never able to establish a connection. I called Virgin Mobile for support - not much help and still get the message that there is an error 1720 with the Microsoft Installer:
Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Custom action CopyML3UserGuide script error -2146828218, Microsoft VBScript runtime error: Permission denied Line 9, Column 1, === Logging stopped: 10/11/2009 10:20:28 ===
- On about the 5th call, VM said it was not their problem - no advice on how to fix it. At one point support suggested I update the Microsoft Installer - got the latest updates from Microsoft - but got the same error message.
Well, I got the netbook back from the factory (the hard disk had been reset) and was able to install Broadband2Go on the netbook.
My main complaint is that VM Broadband Support does not offer any suggestions about the "msi error" - I would be willing to copy the files and even go into the registry...
Summary: Modest Performance, but may or may not work. VM support fair to poor.
Dec 01, 2009 Rating
Total Thumbs down by: chris goodfellow
Subsequent to my orginal post sept. 30th...not a word from Virgin to my many inquiries. I figure it isn't worth the hassle dealing with a virtual company that just can't be bothered....
Dec 01, 2009 Rating
I'm joining the crowd by: Anonymous
I read all the comments before purchasing. But purchased anyway. Figured I know my way around computers I can get this to work. Guess what. It didn't work. The software installed about half way and then began to produce installation errors. I followed Virgin's advice to uninstall, then reinstall. But to no avail. I then tried to install on another computer (both with XP) and it installed fine. Obviously there is a problem with this product. For some it works great but for many it is useless. So if you want to try it, it might work great for you... or it may be worthless junk.
My suggestion if you want this service (which in concept is outstanding) is to buy it from a dealer with a good return policy and try to install and use it. If it works -- great. If it doesn't -- take it back. For what it's worth, the tech help line at Virgin offers very limited suggestions. Perhaps their ideas work for some, but it seems to me that the paces they run you through don't begin to address the fundamental issue.
Nov 16, 2009 Rating
BEWARE Virgin Broadband2Go by: Anonymous
Hey, I've had the same bad experience. Was on the phone hours tonight, spoke with 12 different people to be finally told no one at phones in the Broadband2Go division. I think they should reimburst me for all the minutes I used on my cell phone and buy me a bottle of wine for all the frustration. They told me originally the other day it was because I did not have Service pack 2 on my comp. So I went to a wireless place and downloaded that, but that was not the issue. virgin mobile does not offer a good product. I'm sorry I have taken the time to work with it, Now I still have to drive 1/2 hour back to town to return it. Will they even take back the $20.00 card? What a waste of time and money. If anybody is reading this beware!!!! Don't buy it.
Your experience is extremely disappointing, and seems to be a trend with the Virgin product. It's really unfortunate b/c they're on a fantastic (Sprint) network, which gives them an advantage over many other players.
I had previously posted a question on Virgin's Q&A section of their website, however, I never received a response.
Ready Mobile is also on the Sprint network, which may be an option to consider. Also, if you're in a Cricket coverage area, they have a good product with great pricing. If you haven't already, you can review the various options here: Prepaid Wireless Broadband Plans
It's my understanding that Branson sold Virgin Canada to Bell Mobility, and Virgin USA to Sprint, so there will be no help from him ;-).
If Virgin continues to experience these problems, their broadband product won't last too long. Anyone have a good experience with it? Perhaps happy customers don't tend to post(?)...
Sep 30, 2009 Rating
Problems installing MC760 on XPPro by: Chris Goodfellow
On September 29th I went to Best Buy in Burlington Vermont to buy a Broadband2Go card for use while I'm in the states. The card would not install on my HP Tablet 2710P running XPPro with all updates. I went back to Best Buy...their Geek Squad could not get it to install. Simply put the install software would not run. We could see the new drive in file explorer but the drive is empty. We tried on another Dell XPPro laptop. Same issue. We took another card and tried it thinking that perhaps the software was not pre-loaded on the card. It did not work. I suggested try it on a Vista o/s. Lo and behold it installed right away. Best Buy's geeks were flummoxed.
We searched Google for solutions. None. We could not find on Virgin's site a downloadable package of drivers to run separately.
I left still disappointed even after getting a refund for the card as I thought this is an ideal solution for short term users. Has anyone got any solutions for me? I'm truly surprised Virgin has nothing on its site to download the drivers and their software separately (BRAINLESS)... C'mon Sitr Richard get the act together and get a team in place to make this work!
goodfellow@bahama.com
Sep 23, 2009 Rating
Haven't been able to get USB modem to work by: Anonymous
Ongoing issue on September 22-23, 2009: Bought VirginMobile USB Broadband2Go from Best Buy. Tried it on two different laptops without success. Both times the software would download without a problem, but when I tried to "Activate" the device it failed.
Called their "800" number and was told the system was down. I inquired how long the system had been down since my efforts had taken place over two days and I was told "within the last hour". They told me to call back.
I'll try one more time and then return it to Best Buy if it still doesn't work. There are other devices out there for me to try than continue to get frustrated with this one.
Jul 07, 2009 Rating
Problems with Virgin Broadband2Go - Disappointing! by: PrepaidWirelessGuy
That's very disappointing that you had problems with their new prepaid broadband offering. I'd be interested to know what specific problems/errors you had?
Installing new hardware on a computer can often result in issues, so hopefully this isn't an indication that most people will also have problems; i.e. I hope your situation is "special" ;-). I hope that you were able to find another solution to meet your needs during your visit?!
A lot of companies are moving away from offering PC Cards in favor of USB modems due to just this issue. USB modems tend to have more universally compatible drivers and generally less issues during installation. The sad thing is that this IS a USB modem and you had problems nonetheless...yikes!
I personally prefer PC Cards, however, I have experienced a situation where the same card worked perfectly fine on one computer, but not on two others, and I was never able to get it work.
Hopefully Virgin's hardware doesn't cause problems for a lot of people. Any other people have good or bad experiences with Virgin's new prepaid broadband offering?
