Virgin Prepaid Broadband2Go Tech Support Problems

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Virgin Prepaid Broadband2Go Tech Support Problems

by Steve
(NYC)

I was all excited when I received my USB modem yesterday. Then came the problems. The laptop couldn't find the drivers built-in on the USB stick.

I called the Virgin Broadband2Go 877 number. Got connected to someone who said that they were only for telephones, and to please call the prepaid broadband number (the number I had called). I did that FIVE times and each time got the wrong tech support.

So they said they would transfer me directly. They did -- to the wrong tech support again.

So I sent an email. No reply.

I called again today. Same scenario. This time I asked the rep to please speak to the broadband rep before connecting me. He agreed. When the person came on the phone she said that she was only for phones and couldn't help. Would I like to be transferred. I said only if she would check that it was the right place before connecting me.

I guess she found that it was the wrong place because she hung up on me.

Now how do I return the modem if I can't speak to anyone?

Comments for
Virgin Prepaid Broadband2Go Tech Support Problems

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Feb 01, 2012
Rating

Don't bother spending your money
by: Mike Albright

We've had the USB adapter for several months but have only experienced true broadband speeds perhaps two weeks out of the entire time. The rest of the time its as slow as dialup. We RV full time and use this adapter when free WIFI isn't available. We can park near a tower and still have dial up speeds. I've reinstalled the device several times, and have tried it on several PCs in many different locations and connected to many different towers.

They must be throttling back speeds intentionally and avoiding the support calls deliberately. Avoid this company, they suck!

Dec 08, 2011
Rating

Broadband2Go $$ double-billing Issues
by: Anonymous

I signed up for the BB2Go $50 plan with autopay. Since September my credit card has been double-billed twice. The first time it happened I contacted customer service and some guy told me he only saw $50. I pressed him further and after putting me on hold (for quite awhile) he told me that he could only put in a "note" to credit my account the other $50 the following month. I asked him why he had to wait to do so...never got clear answer. So the next month, I tried to connect; no service. I called customer svc again- got same guy. First he said there was no record of my being billed $50 twice! After I told him I had my credit statement in my hand, he put me on hold then added my $50. The second time it happened, a woman gave me the same story "can put note in..." By this time I was almost in tears and told her I couldn't wait - I truly needed a refund. I was put on hold for awhile, then she told me she would submit a refund to my credit card that would take up to 5 business days. Thankfully it happened. (Besides the double-billing, the other issue I noticed is their inability to answer questions: They only apologize and talk in circles.) Truthfully, being double-billed was frustrating - I felt I had been robbed. I am searching for a new service but until then I will use top-up cards only.

Nov 30, 2011
Rating

Great Experience with Virgin
by: Lucien

I recently dumped my iPhone 3, I have an iPod and decided to go with Virgin's MIFI device called The Peel ZTE 3200. It only has one data plan, 500MB for $20 a month. The device itself only cost $30.

I have a google voice number, installed it on the ipod and also installed a dialer, Talkatone both of which are free. When at home I connect to my home network via WIFI and when I leave the house I turn on my peel device and off I go. My calls come in and I can text at will. Google doesn't charge for the number or texting. Virgin has been great. There isn't any downloads just connect and your off. The speeds have been surprisingly fast! I never drop calls. So for $30 for device, and $20 a month I have an iPhone. Couldn't be happier with Virgin Mobile, aka Sprint! :)

Nov 27, 2011
Rating

No choice... This or nothing for me...
by: uri

I pay $50 a month for the Broadband2Go Virgin Mobile service because there's nothing else in my area that even remotely allows for any kind of unlimited data other then satellite and I plain and simply can't afford another $300 bill every month.

Plain and simple this service really sucks. The first month I had it I had no real qualms with it. It wasn't until my second month where the issues kicked in. It will be connected on the ev-do (3g) service like it should be then constantly drop me to the 1xrtt connection, which is basically like 2g. It barely runs at dial-up speeds on the 1xrtt connection and even if it is connected to ev-do it runs at max 32kbs since you get throttled after you hit the data cap of 2.5GB per month.

What's funny is people such as myself would pay a bit more if we could just have truly unlimited data service every month. I'm an avid gamer, love to play online games and watch videos.

I eat through the 2.5GB in the first 2-3 hours easily; the non throttled speeds run between 200-500kbs which is perfect for just me. But then you get throttled down soooooo much...

I hate Clearwire but if they came to my area I would happily change to them instead. At least they don't throttle you; they just tend to have really poor service that runs faster than this garbage.

Oct 31, 2011
Rating

I Understand Your Concern
by: PrepaidWirelessGuy

I think your conclusion to return it at this point makes sense. Ironically, last week I got an alert on my wife's Sprint broadband account (it's not on contract and discounted so I'm not betraying the spirit of not wanting contracts!) stating that she was low on her 5GB limit after only 8 days!

I was absolutely convinced it was a Sprint issue. Sprint gave me some days and times of large downloads, which pointed to hours of the day we weren't home, and in the middle of the night. After thinking thru it with her, we figured out that she had recently installed the Google cloud music Beta service, which was set to automatically upload ALL of her music on her PC to the cloud when her Internet connection was available. During a week's period of time it uploaded almost 1,000 songs, which accounted for the missing GBs.

Anyway, I'm not saying that you're issue is the same thing, and I too am not confident that Virgin Mobile will truly be able to help you troubleshoot. With so many other available options, my motto is that if you're having a headache, move on and try something different! If you experience the same issue again, maybe there is in fact some rogue software running a muck on your PC.

Let us know if you end up trying something different and how that works out for you!

Oct 31, 2011
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Vanishing MBs
by: Anonymous

Much appreciate your comments/advice, PrepaidWirelessGuy. I've tried disabling the update option from all the programs that I am aware require updating, but I am still having the rapidly disappearing MB issue. I've spoken with customer(no)service several times, trying to get the issue resolved, but now I'm out of MBs, and the rep I spoke with said the only way to resolve the issue is to re-up at least $10 then call back and they'll run my account thru some kind of diagnostics to see where the loss is occurring. Rep said they've never had an issue like this; sorry, I'm not believing that I am the ONLY one that this ever happened to. I will take care of the problem by returning the BB2Go unit for a refund, as I do not have much confidence that Virgin will be capable (willing?) to resolve the issue AND I have wasted enough of my valuable time on it as well.

Oct 24, 2011
Rating

Background Data Usage
by: PrepaidWirelessGuy

It could be Windows update (if you have that set to automatic), or any other software that is set to check for updates. Even if it doesn't download anything, just the process of checking uses some data. 100MB could be eaten up very quickly in this manner. Even just looking at one Web page could eat up 5-10MB loading up depending on the images, ads, flash, etc. that's loading.

I agree, it gets expensive, and as the Web becomes even more content rich, anything other than an unlimited plan (which no longer truly exists) will require monitoring usage. I personally wouldn't want to get a plan with less than 2GB even for occasional usage.

Oct 24, 2011
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Where is my usage time going?!?
by: Anonymous

Just purchased the Broadband2Go stick and installed the program with absolutely NO problem, although installation did not go exactly as the provided written instructions said it would. I am completely happy with the speeds; zips along quite nicely.

I purchased the $10 minimum to try before committing to a larger $$ amount - which, according to the Virgin specs would give me 100 MB of data or roughly 5 hours of web time. I realize this is just an approximation on web time; however, I've viewed only 4 or 5 websites(with low-to-mid content level) for a minute or two at a time, viewed Virgin's website once or twice to check my usage, and I am almost out of the 100 megabytes after using it for ONLY ONE HOUR!!

Does anyone have any idea what could be munching up my megabytes? My theory is that the antivirus programs, which were installed over a year ago - haven't been allowed to update because my previous service (dial-up)wasn't adequate to handle it - and are now downloading ALL of the updates at once, thereby utilizing massive amounts of data.

Or maybe it's totally something else. ??? I am open to opinions and any suggestions of what to do. I know that I cannot afford $10/hr to surf the web!!

Thanks!

Oct 18, 2011
Rating

dormant status on mifi finally fixed for me!
by: Anonymous

FINALLY! My mifi is working after a month and a half. This is how it got fixed:

I decided to give it another try with tech support. The first guy tried getting me to do all the reset blah blah blah...I said, look, I've been through this already. The device isn't the problem. I think it has to do with the account itself. So, he transferred me to a different tech support. And wow! FINALLY, a tech support who knew what was going on!!! He had to GET MY ACCOUNT AUTHORIZED TO RESTART MY PLAN. He also told me he couldn't understand why none of the other techs had no idea that was the problem. I personally don't understand either. All I know is, this guy truly knew what was going on. And he got the problem fixed, so now the wifi is working perfect. It's on the 40.00 unlimited and it connects right away no problem. Thank God! Oh, and they gave me a month no charge.

Oct 17, 2011
Rating

Terrible Service
by: Anonymous

Terrible, terrible service. It would not download my drivers. Tech support keeps transferring me or hanging up on me. After 5 days of trying to download my drivers, and taking it back to Walmart and going with AT&T. Never again will I do business with Virgin Mobile.

Oct 07, 2011
Rating

drivers for the MC760
by: Anonymous

Just trying to install the drivers for my MC760, no luck! I am travelling & have to go to libraries to pick up my mail. How can I reinstall my drivers! Useless piece of junk!

Oct 06, 2011
Rating

This Is An Outrage
by: Steve Gaines

I changed computers, called tech support because the new unit would not accept the device. (She) walked me through the usual - unplug and plug back in - After all was exhausted, she told me she would call back in three minutes to give me time to call my tech guy to see what OS I was using!?

NO call back-I called again and got I think the same girl, but said she wasn't, and we went through the same things--To sum up, she said to take it to my tech guy to set the drivers--Now tonight I have tried to reach tech support on this thing and get nothing. I AM MOVING ON WITH MY LIFE TO ANYTHING ELSE BUT VIRGIN MOBILE--DID YOU HEAR THAT BROADBAND 2 GO? I DOUBT IT.

Oct 02, 2011
Rating

Terrible!
by: Anonymous

I bought this modem and paid the $50 for unlimited service. It seemed to work good at first. After the first month I paid for the next month of unlimited service. Well ever since the second month my modem is always sleeping (shows a z in the left corner. Its sleeping again while I am writing this, will have to reconnect to post it.
I tried calling tech support two times and was on hold and going thru options with 'alex' for 45 minutes and then when I got a real person they said it was for phone support and I would have to call the 877 number back. He said he couldn't transfer me but would have someone call me back the next day. It never happened, no call. Well the longer I use this the worse it gets. I would never have paid another $50 if I had known it would get this bad. I cannot ever connect now, its sleeping again.
I live in the mountains and thought this would be good until something other than dial up is available in our area. Well it is worthless after the first month! It fluctuates between low to good but only stays connected for a few minutes. My daughter has one and hers show good to very good and it does the same thing, disconnects or times out after 5 or 10 minutes. I have changed all my settings to never disconnect.
There is virtually NO tech support. Nowhere to find answers.
Well it finally woke up so I guess I can post this! (Now its sleeping again, will have to wait or reconnect) THIS IS RIDICULOUS!
I am going back to dial up!

Sep 28, 2011
Rating

Problems With Prepaid USB Device
by: Anonymous

I have had my usb device for two years; an mc760.

My service has been good to slow to nil at times.

The drivers would not install after a system recovery so I downloaded them from an online source. That was a year ago; my device was just past its warranty.

The usb device downloads the drivers now though as if there never was a problem.

This august the service went from good to slow to nil to device won't activate.

Program modem numbers are the right ones. I went over all that with tech support. They spent a lot of time trying to help me reactivate, but were unsuccessful. I have reinstalled, system recovered etc... for over a month.

I lost half a month of service and can't use my device on my hp computer with vista. What is going on?!

Sep 28, 2011
Rating

device wont activate
by: Anonymous

problems began in august when it was reported that there were power outages.

tech support were unable to help. i have tried all the suggestions given.

the device will not activate

Sep 27, 2011
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Update -- PROBLEMS TOO Beware VIRGIN BB2G
by: Anonymous

Well I logged in from a "hardline internet" connection again. It finally took my "topup pin"!

The BB2G Modem we were trying to TOPUP, came back to life after that. Good for a month???;
We'll see.

Beware of a lapse in service and trying to TOPUP from the BB2G Modem. You might have "DATA SESSION DORMANT" type of no connect problems; even though it should automatically connect to virgin start/ login site page when the modem connects.

Good luck for NOW !!!

Sep 27, 2011
Rating

PROBLEMS TOO Beware VIRGIN BB2G
by: Anonymous

Been fighting with two mc760 modems that worked great until early August. Been trying for 3 weeks to get online. Same computers, different computers, I keep getting a "data session dormant" the counter stopping at 187bps download.

I tried "topping -up" from a desktop computer on a hardline connection to the virgin website, it has worked in the past. Going through the prompts it told me that there was an issue with the PIN (bought at radio shack), and said to call customer service.

The couple of times I was able to get to the virgin site through the modem, it would also not take my "TOP UP PIN" either.

Something has REALLY GONE BAD with VIRGIN BROADBAND2GO

BEWARE the VIRGIN !!! BB2G

Sep 23, 2011
Rating

Broadband2go is alright
by: Fred

I just bought a novatel mc760 from virgin and at first it wouldn't work properly. Luckily I called the tech support and figured what's wrong. For those of u who owns a mc760, this might be able to help u.

1. Make sure the programming is correct. Go to connection manager, go to programming. Check the phone # and the MSID listed, they should both be the number you got when you activated the device. If not, call tech support and ask them to give you your new activation code and reactivate the device.

2. Better have your stick running in a windows xp or vista environment. My broadband2go works fine on my laptop with windows xp, but won't work on my other laptop with windows 7. For some reason mc760 is extremely unstable on windows 7 and chances are it probably wnot work.

3. If you follow the instructions in step1 and 2 and you are under virgin coverage, you should be able to connected to the Internet by now. However, if the program indicates connected, and there are bytes getting in and out, but you still can not go online, it's probably because the Internet is too slow. Go to connection manager, go to configuration check the box that says network mode(NDIS), and now you should be good to go. But beware, although the Internet is crazy fast under network mode, it will literally drain your data, so do not surf for too long.

4. If you still can't connect to the Internet after step123. Your device is either defective or something else is wrong, you will have to call and figure it out.

Sep 22, 2011
Rating

Virgin Mobile MIFI
by: very frustrated

Ok. So I bought a used mifi from a guy on ebay, thinking what a darn deal, and it was grandfathered with the $40 unlimited. After getting all his info changed to my info, and the activation process began, the device would not connect whatsoever.

So, being under warranty, they sent me a diff one. Same thing. And in a series, of I think I am on number 6 device, I am no closer to connecting than before because the thing while it says Activated and Connected...and a great connection of 5 bars..I cannot get onto any other page than the set up wizard.

I even had the girl reset my account thinking it was a bad account number. Same thing. To those of you who say that theirs is working fine! then good! good for you! for those of us who have the dumb things that won't work, it's terribly frustrating! I can do this set up blindfolded now. I've been through the steps so many times. And on the phone for hours, more than 6 I know for sure!!

But, I seriously think it has to do with that $40 plan because I bought an entirely new device at walmart yesterday along with a $20 usage set up, and that one is working perfect. So. It leaves me to think that it all has to do with that $40 unlimited plan. But, I am to call back again tomorrow. The techs I have all spoken to have never heard of "Dormant" And they keep saying it is the 3g in my area, or that it is my laptop (which is untrue) I wish they would resolve this right away. It looks like this has been an ongoing problem for a long time now.

Sep 10, 2011
Rating

Virgin Mobile Hell
by: Lori

I got my USB modem in October 2010, and it was awesome! My best friend was so impressed with the speed with us being in the boonies, she got a MiFi device. Then in July of this year it went to hell, and it's getting worse. I've have had all of the connectivity issues I've been reading about, and just fought with CS again tonight.

I got told THIS time that I would be getting a new device. Since I used to be tech support, and know this is a blow off tactic, I didn't fall for it. Then they tried the old our supervisor will call back trick, which still didn't work. I made them get me one. She was a total idiot, not responding to me at all. I kept having to say hello are you there every 2 mins, which pissed me off more! She said she reset the network and would give me a Plan reset, which I did get before, but not this time.

So I guess it's fight night for me again tomorrow! I used to be all for this service, but now I hate it, but I live in the country so this is pretty much the only game in town so far, but I'm looking for an alternative!

Sep 04, 2011
Rating

Virgin Mobile Class Action Lawsuit
by: Andrew Perry

Writing all of you from sunny Florida. We the people, for the people need to take a stand against this type of fraud. You need to contact your local media investigative team. Every city throughout the United States of America news channels have an investigative reporter that gets these types of complaints resolved.

Bad publicity gets things done and attracts attorney's interest. I would strongly seek damages for an entire refund from date of purchase and compensation for misrepresentation and theft by deception. So lets go, everyone stand up and make a change. I've already contacted my local news channel. After all, we all know how the media loves drama.

The moral of this story is to quit complaining and do something you'll feel good when you do. They feel great sponsoring million dollar sporting events with our money knowing that we can't go on line to see who's won!

Sep 02, 2011
Rating

Virgin Wireless Sucks
by: ienai

I thought I was going insane. A whole month trying to fix it, and I have no experience with computers (just too poor to get it fixed!).

Well, Itook it to a shop to fix, and it logged on fine both times I took it there. Can you believe it cost me $150 to get drivers installed?!

I'm so mad.

I still have to try all those solutions and then I'm going to threaten a class action suit.

I'm really angry.

Aug 31, 2011
Rating

"Virgin" Broadband
by: Beth

Please, everyone, just turn them in to the Attorney General or to the Better Business Bureau. We customers have no say from what I can tell.

Aug 31, 2011
Rating

Broadband2Go Limit & Dormancy Issue
by: PrepaidWirelessGuy

Yeah, my understanding is that Virgin Mobile went from truly unlimited when they first launched, to 5GB, and then to a 2.5GB limit, and that there's no grandfathering for those who were on the original $40 plan.

Generally speaking, mobile broadband product can attain their max practical speeds for bursting, however, for larger files, the speed won't be as consistently fast, but still quite usable.

I'm not aware that there's been a fix for the dormancy issue, which I've also found is a problem with Sprint postpaid mobile broadband modems as well.

Aug 30, 2011
Rating

More of the same
by: Anonymous

I have had the same "remote computer" and "activation" problems as everyone else here.. but that comes and goes so that I can deal with. My problem is the insane ping times and constant throttling. I am still on the $40 unlimited plan and when I log in it still shows my cap as 5g but after doing some research others are saying it's 2.5g? When I 1st added for this month my download speeds were about 100-120k for a 5mb file.. which is normal for me. However, as I type this I am at 3g usage for the month and my download speeds will not go over 30k regardless of the time of day. I am usually up at night since I work nights but even at 3 a.m. my speed is terrible and ping times are the worse I've ever had since I got the modem. I'm almost going to buy into the theory of trying to snuff us $40 plan people out. Had I of not invested the $150 in the modem I would be looking for another wireless service. But I shouldn't have to do that! I have no other option where I live other than sat. and that's a huge investment for about same quality service. And forget trying to even attempt to VM customer service, I've talked to bad CS reps before but wow I got off the line in utter disbelief. I went as high up the command chain as I could and even he couldn't give me any answers. Has anyone found a fix for the modem going dormant.. being in "z" state? I am downloading the "lite" zip from novatel right now.

Aug 29, 2011
Rating

Poor Customer Service!
by: D. Andrews (Account # 626 232 2922)

Had problems from beginning, worked on/off for months, after a while gave up on the device. Later decided to give it a second try, devise did not work, after speaking with 2 separate techs and being on the phone over 1 hour, I was informed I would be sent a replacement device. 3 weeks later, still no device.

Aug 26, 2011
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Uninstalling Broadband2Go
by: PrepaidWirelessGuy

If you need to uninstall it and try reinstalling, and find that the Windows uninstaller doesn't work well, you can try Revo Uninstaller; it's a free app, and I find it works well.

Aug 25, 2011
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Virgin Mobile is unstable
by: Anonymous

I have the same problem as many other users. I am constantly losing the internet and have to go through a complete "reconnect" process 2 or 3 times a day. The connection is super unstable. I guess it is because they are buying the bottom sludge from all the other cell carriers.

I would not recommend using Virgin Mobile.

Aug 25, 2011
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help
by: mary

i need to remove the broadband2go from my pc

Aug 25, 2011
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Fix for "Device Not Activated"
by: Anonymous

This worked for me, after a week of trying to find help online, I found this below (not on the Virgin Site"

http://www.virginmobileusa.com/mobile-broadband/help.html

Broadband2Go Instructions

Ovation MC760 USB Device

If your Broadband2Go USB device is displaying a message that the "Device is not Activated" and you are unable to connect to the Internet, follow these steps to resolve the problem.

1. Click the drop-down menu, select "Program Modem".
2. At the Activation Wizard screen, verify that your Broadband2Go Account Number and MSID appear in the fields. Click Next.
3. "Activation Successful" should appear. Click Finish.
4. The Connection Manager software will re-set.
5. The Connection Manager should now show "Ready."
6. Click Connect. The Virgin Mobile My Account screen will be displayed.
7. If the Virgin Mobile My Account screen is not displayed. Click Disconnect, wait 5 minutes, then click Connect.

MiFi 2200 Device

If your MiFi 2200 device is unable to connect to the Internet, and your MiFi 2200 Connection Status is showing "Virgin 1xRTT Not Activated", follow these steps to resolve the problem.

1. Connect your MiFi 2200 device to your computer using your computer's Wi-Fi Manager.
2. Launch an Internet browser and enter http://virginmobile.mifi.
3. Click the Setup Wizard and enter your Admin Password.
4. At step one of the Activation Wizard screen, select "Yes, I already have an Account Number and MSID." Click Next.
5. Verify that your Account Number and MSID appear. Click Next.
6. At the Change Password screen, select a new password if desired and click Next.
7. Click Finish.
8. A pop-up message will be displayed: "We are now attempting to connect to the internet through your MiFi device. If you see your My Account page: Congratulations, your activation was successful. If you see the 'One Last Step' screen: Something went wrong. Double-check your Account # and MSID and try activating again."
9. Click OK.
10. The MiFi 2200 will re-connect to your computer's Wi-Fi Manager.
11. Your Internet browser will launch and display the Virgin Mobile My Account screen.
12. If the Virgin Mobile My Account screen is not displayed, wait 5 minutes and complete the steps again.

Aug 25, 2011
Rating

Worthless
by: Anonymous

I see a lot of hate comments, might as well share mine. I signed up for the new $50 plan this month. It worked okay for the first few days but then it would continue to boot me from the internet. On top of that, I checked my credit card and it seems they charged me the $50 fee TWICE, costing me $100. I tried calling to get my money back and I, like others before me was told I had the wrong number and they transferred me where I sat on hold for 30 minutes. Is there anyway to report this because that has to be illegal. It's theft.

Aug 25, 2011
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Save your money - dump Virgin - Of course they don't care
by: Anonymous

I have been using Virgin's Broadband2go since Jan 2011 with no problems. All of a sudden in August, I get "Activate" instead of "Connect" on the connection/status window. All I can do is connect to the Virgin page, view my account, etc.

I had 500 MB left to use but I wiped them out and add another top-up card thinking that would do something. All it did was increase Virgin's profit because I still can only connect to the Virgin account page.

Seems obvious that Virgin has too many people on the old $40 plan and $20 Wal-Mart plan and the only way to get you off is to inactivate all the modems on that plan. Being in IT, its a simply query in a database. Reading the customer service tragedy below it's clear it is intentional. But that's ok for Verizon and other competitors are concerned which is where we are all going. Pity they were counting on everyone moving to the $50 plan but in this economy, a better deal is easily had. Virgin/Sprint, you screwed yourself on this one.

Aug 23, 2011
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Worthless tech support
by: Anonymous

I've had a Virgin Mobile Broadband2Go USB for several months. Now it's stopped working and attempts to get tech support for the last hour proved worthless (just like the time I spent yesterday trying to get tech support). What has happeded to this company, anyway? All I can do is loop around their damned menu and get nowhere.

Aug 21, 2011
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Why doesn't Virgin care?
by: Anonymous

Well I lost the last week of Virgin BB2Go because I can't get through to anyone for help. "alex" and transfers to permanent hold or telephone only support staff.

I'm sitting at the cafe for my daily email fix.

I'D REALLY RATHER BE DOING THIS FROM HOME!

I think we'd all like to hear from someone at Virgin who cares and can hold out the possibility of improving things.

Or at least some former Virgin folks who can tell us why Virgin doesn't seem to care about customers and their reputation.

(Maybe Alex can fill us in!)

Aug 19, 2011
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screw the tech help automated guy
by: Ayla Mamutoi

I lost the last week on my broadband to go because it said My device is not activated ,...
I had a week to go untill it expired, Now when I am calling the broadband to go tech help line and ask for somone to talk to it says it's getting sombody and brings me back to main menu very frustrating,

Aug 18, 2011
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Thanks for the help
by: Labdad

Maybe it's me or maybe using Google Chrome, but there seems to be nothing useful in FAQs and I can't figure out how to search the Q & A by keyword.

A well crafted tech support web site would reduce their support work load and cost. It would make me happier than playing 20 questions with "Alex"!

Thanks for the help!

Aug 18, 2011
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Virgin Broadband2Go FAQ
by: PrepaidWirelessGuy

They do have an FAQ and Ask & Answer section. In the past I have posted questions, however, I never received a response. Their FAQ is pretty generic.

Here's where you can find it:
Virgin Mobile Broadband FAQ
(see the tabs on the second half of the page)

Aug 18, 2011
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These folks could be so much smarter!!
by: labdad

Computer users like to solve simple problems with troubleshooting suggestions, but heading into my second round of BB2Go failures this summer. Virgin does not appear to offer any FAQs or other online support.

Does anyone know of one?

I too went through the frustration of calling 877-877-8443, wading through the robot attendant only to be told that I called the wrong number.

They don't communicate well for a communications company!

Aug 09, 2011
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Other Prepaid Broadband Options
by: PrepaidWirelessGuy

There are other options available. I do my best to try to capture all of the nuances, caps, limits, etc. I even consider plans that say they're unlimited but throttle after a certain point to NOT be unlimited, so watch out for that.

Here's the link:
Prepaid Wireless Broadband Plans

Aug 09, 2011
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Broadband to go
by: gerrygirouard

Have called again today been on this since 7/28/11 Received new replace3ment esn 091001912424 AND TRIED TO ACTIVATE hung up on me
have someone call me at 772 349-6004 This has happened before supervisor would have someone call me nev er did Your service is awful If I can't get on Please what are my options. I had cricket in IL and had no problems. PLEASE GET THIS SERVICE ON LINE iT HAS COST ME $40.00 IN EXTRA CHARGE FOR THE TIME ON WENT OVER MY SERVICE FORST TIME IN 3 YEARS mY ACCT 3022598317 Note had trouble to unstall originally and had to go to a computer Tect costing me 60.00 HELP AT LEAST Have the decency of Business courtesy

Aug 09, 2011
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sucks!!!!
by: Anonymous

it happens monthly.. says unlimited but after less than 3 weeks of use everything just go sooo ridiculous!! this is annoying! ive been wrking for 3 days now.. but still no access to the internet... anybody having the same probs?? virgin mobile has to do something to make it work or you will lose a lot of customers!! awfull!!.. gotta check this thing up!

Aug 06, 2011
Rating

Yes, Virgin Sucks
by: Anonymous

Just let me add my name to the many dissatisfied customers on this page.

I used the $40 plan last December and it worked fine. Needed it again now in August, so tried to sign up. Now some gobbledegook about if you change plans, you can't go back to the $40 dollar plan. Vague at best. So I check into it and find out about the new $50 dollar plan. However, there is absolutely nowhere to select the new $50 plan. Only the old plan choices are shown. What? Do I need to buy new hardware as well? Have no idea.

Anyway, sign up for the old $40 plan and now it doesn't work worth a damn. Says connected, minutes ticking away, but the Internet hangs and doesn't connect.

That's it for me and Virgin. Luckily, I've got a wireless signal drifting in from a neighboring house. It's free and it works! Bye bye Virgin!

Jul 11, 2011
Rating

bb2go "data session dormant"
by: geekgirl

I'm having about the same problem as everyone else one here. It did not start however until they changed the money plan. Remember a few months ago where they say if your 40.00 unlimited runs out and you don't pay it on time you have to switch to the new 50.00 unlimited? I'm Seriously wondering if this sudden death of all of these bb2g's has anything to do with pushing people to pay the extra 10.00 a month. before they changed it, mine worked just as good as my relatives cable modem. I was shocked that it worked so well. Then, they changed the payment options from 40.00 to 50.00 (still 40.00 for us who keep up the payments before it expires every month...) and bam... mine lasts for about 3-5 minutes (sometimes less) and goes to "data session dormant" and takes anywhere from 1-5 minutes to turn back on for a few minutes, then back to "data session dormant" with the little happy "z" in the box, i'm sure you know it. I'm going to try uninstalling it and going to get the drivers and program from the link posted by an anonymous on the page of comments -

http://www.novatelwireless.com/content/files/VMU/

and see if that helps. And if that doesn't work, i'm gonna call them AGAIN and call them every 5 minutes if I have to until they fix this. 40.00 a month, plus how much I paid for the device, it's not because I want it, it's because I can't afford the credit charge of the local cable internet or anything else. I need this to work for me.

Jun 30, 2011
Rating

Reinstalling BB2go
by: justasfrustrated

If you uninstall the virgin mobile software from your computer then try to re-install, you WILL get an error message. To resolve this issue you must completely clear the computer's "C" drive from everything that says "virgin". To do this with windows, I am using windows xp, uninstall broadband2go "virgin mobile" from the control panel's add or remove programs then, 1. right click on the start button. 2. left click on search. 3. type in "virgin" in the top search space labeled "all or part of the file name" then search. 4. when the search is complete you must delete every file that the computer has found. 5. plug in your modem and follow the instructions. This should solve your error problem while installing. Good luck and be patient with Broadband2go, it will work absolutely amazingly during non peak hours but horribly during peak. Peak hours are 8am to 10pm and even later on the week end. If the technology drops down just disconnect then re-connect and reload your page. If your watching a video...be patient and keep the EVDO tech up. When you reload a video, make sure you make a note of the video's progress in time then go back to that point after reload. You will get through with the video but it will take more time and be frustrating.

Jun 29, 2011
Rating

Broadband 2 go
by: J Arroyo

Wow i have never expierance such a problem with any company like virgin moble.. I'm a sick person have Lupus & cancer & this company should be out of buisness ... I can't deal with them any more .. i should call channel 8 news on them .. I have never done this , but i should .. I don't know what else to do ...

Jun 22, 2011
Rating

VM BB2G problems
by: Anonymous

Like several others when I first started using the device, it worked ok. When they switched plans I had problems with it dropping speed. I called tech support only to be told reboot, etc - SEVERAL times of this- they also state in their disclosure if u are still on the $40 plan, if u go over 5GB ur speed may be reduced- as I explained to them- I am nowhere close to 5GB I just renewed my plan about 5 days ago. They walked me through the steps to try and uninstall then reinstall only for the device not to register at all. I have now been w/out service for almost 2 weeks barely used the money I spent. I also started receiving a code 1722 which didn't occur until AFTER I installed the device and tried to uninstall it- does anyone have any suggestions as to how to fix that issue as the tech support at VM are not the brightest, and they do not listen to what the customer is saying.

Jun 02, 2011
Rating

ANy Updates?
by: luke

Has anyone been given an answer for this outage today? I got this a week ago and it worked until yesterday and then says it's connected but no browsing, messaging or anything else. I cannot ping the DNS servers that it says it should be connecting to sand if I do a tracert for an ip address it stops at Sprints EVDO ip address.

Further after they told me to remove then add the software the USB stick now no longer installs the software and I had to download the software from novatel.

Now I cannot even (pretend) connect as I couold earlier and now just have 1XRTT and comuter is not responding messages.

Is this just the way it is with Virgin Mobile?

Jun 01, 2011
Rating

upset client.!!!!!
by: Russell stuck

I do not have nice things to say this really sucks i have been trying to fix my computer all day been switch from one department to another still no fix i loved this device at first then the co. virgin mobile had a break down and no one can get me back on line same old thing run around . went to bed working fine then this morning all messed up . been on phone with five techs still no internet.had to go to wi fiii to get on what is my money paying for.

May 21, 2011
Rating

Respondiendo a "No me funciona en windows 7"
by: Anonymous

Perdóname, no hablo español muy bien, pero me parece que Su problema es la misma que yo ha tenido. No es cosa de "drivers", es que Ud. tiene que sacar la programa completa, usando este dirección:

http://www.novatelwireless.com/content/files/VMU/

Se llama "LiteAuto.zip" y cuando Ud. la hace desarollar, con un "doble toque", toda la programa se va a instalar. Yo uso Win 7 Pro, y todo va bien ahora. Espero que esta información ayudará.

¡Buena suerte!

May 21, 2011
Rating

additional information
by: Anonymous

I posted a couple days ago as I was still trying to solve my problem with the Broadband 2 Go MC760, and I found the solution when I looked up a website regarding software issues. As I suspected, my Windows 7 laptop which had had no problem with BB2Go back in January, was simply "acknowledging" the device now, and telling me no drivers were installed - but the real problem was that, for some reason, the device itself no longer automatically installs the software! Was there some sort of built-in limit??? Anyway, I found a link to the site where anyone can download the softward for free - it is a .zip file, and here is the link:

http://www.novatelwireless.com/content/files/VMU/

The file is called "LiteAuto" - as soon as you download it and unzip the file, it will begin the installation routine and I am now a very happy user of this broadband once again. I only wish I could give the credit to the customer who persevered until he/she got this answer and the link after many calls to the VMBB2Go tech support people - I am truly grateful to you and wish I could tell you so, after 4 frustrating days of searching for a solution, trying emial to Novatel and tech support on the phone twice myself. Wish it had been a LOT easier to remedy - and it still doesn't explain why the software installation routine "died" on the device, and cost me 4 days of effort for what should have been a 5 minute "Plug and Play" installation off the broadband itself.

May 19, 2011
Rating

F**k Virgin Mobile
by: Anonymous

F**k man why do people create programs that are not compatible with windows which everone has. I have learned my lesson I will never buy s**t without doing research.

May 19, 2011
Rating

it used to work!
by: Anonymous

I seem to be having the same experience as many others posting here. I tried downloading the drivers that one of the tech team posted way down below, but it never downloads. However, at this point, I don't believe it's just the drivers that are needed. I had this broadband installed on my Windows 7 laptop with no trouble back in January, and I loved it. But now, it is no longer "plug and play" - Windows says it recognizes the device, but there are no drivers for it - however, there is NO installation program anymore that installs the unit! I think it is simply "dead" at this point, and I'm going to try to get my "top up" money back - I made that mistake 3 days ago, thinking I just needed to buy time - and here I am, one email and 2 tech calls later, and still haven't gotten to use it. Something has gone way wrong. Too bad!

May 16, 2011
Rating

Tier 3 tech support....True tech suport number
by: Anonymous

I had many a problem with the ability to receive text messages on (3) phones: Wife, Son #1 and son # 2. I called and emailed tech support over 20 times within 30 days. After I threatened a class action law suit against Virgin Mobile, I was able to call the “Real Virgin Mobile Tech Support”. This is known as Tier 3 support. This number is definitely not published and is as follows: 1-855-250-5271. I called this number and on the 2nd ring I was connected with support. They immediately resolved my issue by sending out (3) new Samsung intercept phones. We received them today and all 3 up and running with no issues now. The tech support rep told me not to bother to call the typical support number as they truly wont resolve most issues. So please go ahead and use this number: 1-855-250-5271 and get that level of supoport that we all expect from a company.

May 05, 2011
Rating

Mad As Hell
by: Disastisfied

VMPB Services sucks. I've been using it on the $40 plan since last August. Hardly any glitches until Feb. this year when it becomes so deadly slow and starts causing crashes! Who would imagine anyone having to load 8 pages of documentation over 12 hours, hampered by interval crashes?!?!!!? And at this modern age of high tech and being in the U.S.A.? Some of their tech service reps have such heavy accents, becoming pretty aggressive if they have to repeat what is incomprehensible! Yep, I've had 3 hanging up on me in the last 2 months! I've been recommended Clear Wireless...

Apr 27, 2011
Rating

Kicking VM to the curb....
by: Anonymous

Like everyone else it seems my VM B2G is less than stellar these days. When I first signed up a few months back things were great but ever since about March it has been a struggle. Randomly getting bumped back to 1XRTT speeds, unable to connect, etc. I even went the external antenna route and while viewing the debug screen I can see the signal levels are good. Sometimes though the device just searches and searches for a signal. VM even said that they were going to send me a new device but that never showed up. I've been told that I am in a fringe area, that my signal levels are fine and that there should be no problems. Whatever the cause I am going to give Millenicom a try as they ostensibly use Verizons network and I am in VZ territory. I'll try to report back about the new provider in the future.

Apr 19, 2011
Rating

Have you heard this one?
by: Anonymous

My disgruntledness at VM is only slightly soothed by reading all the posts and realized I am not the only sucker who thinks that when you pay for a service you should actually get that service (!) and when you call a "support" line you should actually get customer support LOL! I too have listened to Alex, been on hold for hours, repeated my problem over and over to this person or that person and still have had no resolution. I only call VM support as a last resort. So heres a new one - I have the "unlimited" Broadband 2Go and use Microsoft Outlook to send mail through my Godaddy URL. I have been going through an SMTP server and everything's fine for 3 months. Recently I have received email but the outgoing mail sits in the Outbox and I get errors about connection to the server interrupted. (Using outgoing SMTP server smtpout.secureserver.net and port 80) Called VM today and the person told me VM does not offer outgoing SMTP service. Hmmmm.... So how did my emails get sent the last 3 months? Then just as I was writing a nice email in response to their "how can we make our service better"? my emails magically disappeared from the outbox! OK so if there is no SMTP server, how did they go out? Magic? And how can I rely on this service if THEY dont even know how it works? HELP! I would change providers, but I have found that they all suck!

Apr 19, 2011
Rating

Broadband2Go and Sprint Performance
by: PrepaidWirelessGuy

After years of fantastic performance with Sprint's broadband (PC Cards and MiFi modem), last year I experienced many of the same issues as you're experiencing with prepaid. I've since discontinued use of it, going from using it as my ONLY Internet connection at home, to now using it for less than 30 min a month while on the go. I'm not on contract (contracts make no sense!), so I can cancel anytime.

I'm extremely disappointed in the performance, and from what people here have been describing. To really gain widespread adoption, prepaid broadband products (and any wireless broadband product for that matter) needs to be dependable and reliable, and IMPROVE over time, as oppose to deteriorate in performance. It really is a sad state of a rapidly growing market.

No doubt the market will improve and correct itself, and that's not to say that other services don't perform better, so people shouldn't be completely disillusioned. I'd like to test other services as time permits.

Apr 19, 2011
Rating

It's still on again off again -- and not dependable
by: Anonymous

The VM network continues to have strange problems that often seem like the modem or PC has a problem, and the so-called tech support people still insist that it is the PC or modem when it isn’t.

I mentioned in an earlier that reducing the speed as someone else suggested seemed to improve it, but that there’s no way to know whether it was just coincidence that their network was working better.

It has worked OK for a couple of weeks but the modem will still often go into 1xrtt (very slow) mode. Often either logging off and logging back on, or reinserting the modem often does restart in EVDO mode.

I think there a number of problems with the driver software for the modem, as well as with their network, and sometimes with their central login and identification server. Often when the initial information screen never loads,, you can bypass it by using the 3g connection configured as a dialup modem that dials #777. At those times, navigating to their site via some other ISP may find that their site is very, very slow. Overloaded server?
On Sunday night 4-17-11 around 7 to 8 PM, the control panel software insisted that my modem was “not activated”. A number of tests, including reloading the software and going through the steps to activate it repeatedly gave a message that there was something wrong with the modem, and to call their customer-no-service number.

Windows tests indicated that the modem was working properly, passing the communications queries.

On some attempts, it would communicate on the network in 1xrtt mode, never EVDO, which is so slow that my browser(s) often timeout before the initial log-in and status screen ever finishes downloading.

This time instead of wasting time on the phone, I just tested it periodically throughout the night. Interestingly, at virtually exactly 7AM EDT suddenly my modem was again activated and everything worked OK as though there had never been anything wrong.

So far, the VM broadband2go is a mixed bag. When it works, it’s pretty good. But it is so intermittent that if you’re on the road or around town and need to check email frequently, or need to send or receive messages from your own site where time is of the essence, the network and/or the central server are just not dependable enough. It’s just not practical to frequently spend 45 minutes on the phone listening to people tell you that it’s your computer or modem, or to tell you that you just need to wait 4 hours and try again.

And it doesn’t seem right that when the network is so unstable as to be virtually unusable for virtually an entire business day on occasions, that there’s no way to extend the time to give credit for a day out of the 30 that you pay for but get no service.

Apr 18, 2011
Rating

Poor Service
by: Anonymous

I called for tech support due to my broadband wouldn't reinstall. Waited on the phone 40 minutes three times from my cell phone. Listened to that stupid Alex saying high volume of calls. Couldn't get anyone on the phone. How do I get the drivers to activate it? Wish someone else had broadband to go, I would switch in an instant

Mar 29, 2011
Rating

maybe fixed
by: VMsux

Called Virgin Mobile Broadband2Go tech support last week again while the MiFi was not working. This time they had me do all the usual tricks, still no internet except for access to Virgin URLs. So they reset my account on their network and told me to try again in 2-4 hours. It has worked every day since then without any problems, 7 straight days...amazing.

Whether or not it's coincidence or they actually fixed something, I don't know...but so far so good.

Mar 25, 2011
Rating

It's worth a try ....
by: Anonymous

"...works for me
go to your connection and click properties,then configure,change the max speed from 230400 to 115200..."

The problems on VM's network have been coming and going so often that it's hard to tell when troubleshooting has worked or whether the network just started working again.

However, I tried your suggestion, and this is the first couple of days, and first Friday in several weeks when the network didn't stop several times between about 7:30 PM to 8:30 EDT, or become completely unusable for a few hours on Friday night. So I'm cautiously optimistic that the slower speed may result in fewer errors and resends. Keeping fingers crossed. If the past few weeks history is any indicator, the next major slowdown will be Monday and Tuesday evening. If it makes it through that, then I'll be even more convinced that the speed drop helped, or that they have fixed some of their network problems.

Mar 23, 2011
Rating

Virgin Mobile Broadband 2go is a horrible stay away!!
by: Trevor

I have had Virgin Mobile usb modem since May 2010. When I first purchased it they had a 60 $ plan and I would get good speeds of 1.0mbps-1.59mbps. Slowly but surely Virgin was now bought out and controlled by Sprint and my connection went crap. Then they gave us the nice little "unlimited" plan. Which seemed great at first, but oh how poorly that plan has turned out. Currently I am getting speeds of 0.19 mbps on a "unlimited" plan with great signal strength on EVDO Rev A with only 2 gb's of data used. I havent even reached their 5 gb data limit where they limit the speeds. So what's the problem here? Virgin Mobile sucks along with Sprint and the 877 tech support doesnt do zilch but give you excuses like your computer memory or graphics on pages are much more detailed. Dont spend $80 so on a this modem because all your gonna do is make something that would take 10 mins of internet time take maybe an hour or longer. I only advise this modem and service to people that are traveling on the road and need it check maybe email or some that requires little data usage. Dont try to make this a replacement for home internet it fails and fails miserably.

Mar 22, 2011
Rating

works for me
by: Anonymous

I have had the same problems with my virgin mobile internet,i tried this and it improved the connection,go to your connection and click properties,then configure,change the max speed from 230400 to 115200,sprint runs this speed on their broadband cards,i checked because I have one,its still kinda slow but it is internet,i think vm is changing the speed or throttling,

Mar 21, 2011
Rating

Broadband-No-Go
by: Anonymous

Before mid-February, my mifi worked each time I turned it on. Sometimes it would switch to 1xRTT for no reason, and I'd have to turn it off/on to get back on EVDO, but it worked. After mid-Feb, not a day has gone by that I haven't struggled with it to get online. (I can always access Virgin Mobile urls, though) The cure is erratic. Sometimes clicking disconnect/reconnect works; sometimes a full restart works, and sometimes i have to push the internal button with a paperclip and run the setup wizard again.

Here is my conversation with Virgin Mobile:

me: (all the above information)
them: We are very sorry for the inconvenience.
me: What is wrong with the network?
them: Do not worry. I have documented everything.
me: What should I do next time it happens?
them: Call this number to report it.
me: Have you ever heard of this problem happening to anyone else?
them: Yes.
me: What did you do for them?
them: Do not worry - I have documented everything.
me: but what is the problem? you must know what the problem is based on the symptoms.
them: it is some kind of network error.

That's as much as I know at this point.

Mar 21, 2011
Rating

Virgin mobile has become crap service
by: Anonymous

I have used broadband2go since Sept/10. I agree with the comments that this service went south when they announced that now unlimited meant 5gb. Half the time, this service is not even available and you can't log on. In the past week and a half, I have called them several times. Same crap,you are on hold with Alex or you hang up because you are on hold so darn long. I have spoken to 4 different people on 4 different days......Supposedly they were going to 'correct' the problem (but don't say what the problem is). I prepaid my account so yesterday when I called again, I said I wanted my money refunded to me via check and this current month should also be because most of the time, you can't log on the web.....Well, they took my phone number as that dept. (that handles the money) will have to contact me.. They also ASSURED me for the 4th time that this will get resolved and my case was elevated to a high priority.......Well, I just logged on after trying for 45 min......It's 6pm Monday nite and not a word from Virgin Mobile. I will now see what else is available for mobile internet but this service is now disgusting and no one follows thru on resolution........

Mar 20, 2011
Rating

Broadband2nowhere
by: Anonymous

Reference VMsux comments:

I too have had problems with my $40 unlimited plan since the 15th of Feb. 2011.

I was pesistant enough to stay on the phone with Alex and finally spoke with a human. I got the same run around everybody else did/does. Wait 4 hours and then another 4 hrs. if needed. I'm certain it has something to do with the accounts department since it is exactly the same thing I run into at the end of the month when I used to call about no service. Seems there is a delay between getting the account to auto renew on the due date. No internet service except their web site.

I did go to Sprints homepage and found a email address for reporting abuse. I reported the abuse (nicely I might add)of Sprint towards it's paying customers. Maybe it would do some good if all those effected would do the same. It is a very simple address. abuse@sprint.net

Good luck. P.S., I was only disconnected once during that process.

Mar 19, 2011
Rating

remote computer wont respond
by: Anonymous

I have been having the same problem as everyone else
"remote computer won't respond"
I removed the program and reinstalled etc etc.

What I actually found worked for me was to remove program, reinstall, i then clicked on the auto start upon computer start up.

When I restarted my computer it connected automatically and presto I was connected to the net.

Hope this can help someone.

Mar 19, 2011
Rating

VIRGIN MOBILE SUCKS
by: Anonymous

VIRGIN MOBILE SUCKS!!!!!!!! WORKS WHEN IT WANTS TO. ALEX SUCKS TOO!!!!!

Mar 11, 2011
Rating

Virgin Broadband2Go Issue Response
by: PrepaidWirelessGuy

Just wanted to let you know that I reached out to Virgin via Twitter to request that they post something here. As this thread ranks highly (#1 at Google for "broadband2go issues"), I'm hoping that they'll see the value in responding to provide some insight. I've dialogued with them via Twitter previously, so hopefully we'll have some luck! I wouldn't hold my breath though...

Mar 11, 2011
Rating

something's gone wrong after 2/15/2011
by: VMsux

Same experience as IRONxXxLUNGZ. I wish I knew what was going on and if they are trying to fix it. Previous to 2/15, my service was pretty stable. The past 2-3 weeks have been terrible.

The issue lately is that the internet connection stops working, even though I have a great EVDO connection and I can still access the www.virgin sites no problem. So clearly it is a problem on their end with authentication, since the internet connection is fine and router is working great -- but I am being blocked as if I do not have a valid account.

This has been happening almost daily for 2-3 weeks. Sometimes a full reset and re-registration with VM will help. But sometimes not. In the short spurts when the mifi works, it works great. Steady 1.0mb download speed.

I can't stand calling because it is pointless and I don't want to hear 'alex' ever tell me 'hey, we're really busy today...' again.

I wish there were somebody somewhere with VM or Sprint who can tell us what is going on and when it will be resolved??

Mar 10, 2011
Rating

tech sucks
by: IRONxXxLUNGZ

Yesterday (3/9/11) the connection kept messing up which is an ongoing thing with the virginmobile broadband service. Then the connection totally went out. I called the 877 number and was on hold for 20 minutes. Finally someone picked up the phone and asked me why I was calling I told them that it's about my connection this woman told me that I would have to call back and press 0. I explained to her that I was waiting for like 20 minutes. She said that when I call back and press 0 that means I don't have to wait in line and someone would pick up right away. So I did that and was on hold for about 15 minutes and then a message played saying "we're experiencing some techical difficulties" and it hung up on me. I called back again and was on hold for almost 30 minutes. This time a rep did pick up and he asked for my information etc. Asked me what was the problem and I told him that it wasn't connecting. He then put me on hold for a minute or so and came back saying "we're experiencing some technical problems with our 3g service so you have to wait 4 hrs before trying to connect". So asked the guy "didn't you know this before you put me on hold to see what the problem was?". He claimed that he had to look at my account information in order to tell me that virginmobile's broadband system is messing up in general for everyone and not just me lol. He then stated that I should just wait 4 hrs and to not call back because everything will be working properly. I asked him what are the hrs for your offices he told me until 10pm (pst). I called back before 10pm (pst)because it was 4hrs later and there still was no connection. The message said that the hrs are from 8am-9pm pst and to try back etc. Now my connection is up and running and I just had to google to see if others have shared in this experience. By the way the tech support for virginmobile (not limited to just their broadband) really sucks. They have attitudes and suggest some of the silliest shit like "maybe it's your pc that's slowing down the connection because it's not our service" when my pc is brand new and all of the speed test that I've done show the connection is slow. No matter how many bars it shows the EVDO connection is moving at the speed of dialup 90% of the time.My pc clocks the speed at 230 kbps and not 3.1 mbps which their dialog box shows.It never changes from 3.1 mbps that is the standard speed that they want you to believe you're connection is doing when it's way less than that. Also the 5gb cap that they've added to their UNLIMITED PLANs. I just checked out their site and now they are offering their broadband unlimted plan for 50 bucks and capping it at 2.5 GB. WOW

Mar 05, 2011
Rating

MiFi on Desktop
by: PrepaidWirelessGuy

Are you trying to connect it using a WiFi connection to your desktop? It should work. Or are you plugging it in via USB? I actually should also automatically install the drivers, however, when plugged in the WiFi capability is automatically disabled.

Mar 04, 2011
Rating

Virgin Mobile mifi help
by: Anonymous

Can't get my desktop to work with my virgin mobile mifi device. My laptop and my tablet work fine, with the device, but my desktop does not recognize the virgin mobile device. Any ideas?

Feb 28, 2011
Rating

DORMANT
by: Anonymous

I bought my Broadband card last year as UNLIMITED. Top of the world for me. As soon as the service changed the service to limited I have had nothing decent to say. Habib or whomever it was said that I needed to buy a External antenna. This is BULL(&@$, because these problems only just started. I just topped up yesterday thinking that it would resolve the issues, and BAM I continue with the headaches. Their service rep refreshed my service then as soon as I hung up, my service went DORMANT,again.Does any one else have this problem???
I wont be too happy about having to buy a different card.

Feb 25, 2011
Rating

Broadband2Go Data Caps
by: PrepaidWirelessGuy

It appears as though existing customers may still have access to the 5GB limit for the "unlimited" plan. However, for new customers, it's now 2.5GB according to their site!

Feb 25, 2011
Rating

topped off
by: Rachel

Update: 2/24

I just topped up for $10 as I swore I would, but I noticed to my shock that they've upped the Unlimited (but not so unlimited, it tops off at 5GB) plan to $50. Ouch.

They need to offer more plans, all I need is a good monthly light usage plan for $10 to $15.

Feb 22, 2011
Rating

POOR TECH SUPPORT FROM VIRGIN
by: RICK

Tech support is a joke they ask you a million questions and these people can hardly speak English. Must repeat numerous times. After spending hours on my cell phone answering stupid questions they indicated that I should contact a technical person to check my system and load the proper software and drivers, I am a technical person that knows a hell of a lot on mainframes and laptops they still insisted that I contact a qualified support person. WOW what jerks you deal with at Virgin..... Not a credit to this company. They should revamp their staff with more competent people that just don't read a telephone script for questions to ask an end user like us. As far as the $40.00 unlimited uploads and downloads we should get a class action against them for mis-representation and stealing from customers. I said my peace I am realy annoyed with this company and will look for another when my money runs out. I will not recommend this company to anybody..... GOODBYE VIRGIN I am sure that the big boy who owns everything including Virgin Air and thousand of other ventures takes note of this site....
ESCROW

Feb 22, 2011
Rating

Beware Virgin Broadband is horrible!
by: Anonymous

I got my virgin broadband2go from radioshack and I was told that it was unlimited. well last two days i have been getting disconnected and the pages were lowering so slow that I had actually finish a cup of coffee before I just gave up.

After reading all the comments here I realize that i have may just spent out 116 bucks out for nothing. (my monthly net cost and modem) When I could have gone to cricket and just been better off if not actually getting to where I want to go on the net.

If you are planning to get mobile service do not get virgin it really does suck. I'm very unhappy with this whole experiance and hope that no one else in my position will get stuck.

I live close to thousand miles away from my kids and grandchildren so this is the only way I can actually see them and share some kind of time with them. Thanks VBB2 for letting me down!

Feb 13, 2011
Rating

Virgin MiFi & Video/Netflix
by: PrepaidWirelessGuy

You're correct, Virgin is now limiting their "unlimited" service to 5GB, after which they will reduce the speed. They don't say to what speed it will be reduced, but expect really poor dial-up like speeds.

I experienced the same thing with Netflix and YouTube. HOWEVER, everyone should note that this is not a Broadband2Go "issue," but rather is a 3G issue. You'll see the same experience with Sprint, Verizon, etc. If you want good Netflix and live streaming performance on YouTube with mobile broadband, you really need 4G. Otherwise, you'll need to get cable or DSL Internet.

Feb 13, 2011
Rating

my Mifi
by: Rachel

I got the service in December, it was a hell of a problem setting it up, but once in it seemed to work fine.

I did notice that it disconnects on it's own and seems to run at dial up speed. I'm in a huge metropolitan area (LA), so connecting to Sprint's wireless should never be a problem. So the disconnection remains a mystery. I realized after about a month that this mifi modem (and I got the card model, the one that can operate up to five wifi devices) cannot handle heavy internet traffic. It can't handle Netflix (it buffers at a snails pace) or YouTube and big downloads, nope. It's for regular web browsing, and e-mail and here I thought I could run amok and download what ever I wanted and whenever. It was a shock. So I decided to install regular high speed wifi in my home and just have this mifi card on the road. I'm taking it off the $40 unlimited (because from what I understand this month they are going to start limiting the speed once you pass a certain amount of GB of download) and just paying the $10 when I need it. It's a shame the $10 has only a 10 day limit, but hopefully they will come up with other plans.

As for tech support, forget about it. I found out that my iPod touch is smarter than those people when it comes to solving computer problems.

Feb 10, 2011
Rating

Power Cycling
by: PrepaidWirelessGuy

I know this is a really lame approach, but for lack of a technical explanation, I can only say that this has worked for me during my testing (same issue with Sprint MiFi), which is to restart the modem. A factory reset is usually not required; literally just a power cycle. Letting the device cool down for a couple of minutes before turning it back on is also helpful. I have found this to be an intermittent issue with MiFi devices, though I have no reason why.

Feb 10, 2011
Rating

Keep losing DNS Server
by: Anonymous

Anyone else having problems like this?

Internet service stops suddenly.

At 8:10 am PST 2/10/11 I lost Internet Service. The rrror messages were "This webpage is not available" "Error 105 (net::ERR_NAME_NOT_RESOLVED): The server could not be found."

Windows 7 problem determination indicated the DNS server was not available. The Mifi showed that it was connected with two bar service (typical). The DNS server was 68.28.50.91.

Moving to another Cable based Wifi solved the problem. This prevously happened at 2/2/11 at 5:10 pm PST.

Of course, no sense waiting for Tech Support

Feb 07, 2011
Rating

Wrong Virgin Direct Tech Support Number Removed
by: PrepaidWirelessGuy

Thank you for the heads up; I have removed the original post with the wrong number, as well as the number from your post, which helped me identify the post in question. Thank you!

Feb 07, 2011
Rating

Wrong number provided in post
by: Anonymous

The post that is below has the wrong number. The number posted is a private residence. If that post can be removed the "owner" of the phone number would appreciate it.

Dec 30, 2010
Rating

Guess we are DOUBLE lucky!
by: Anonymous

Well! I am pleased to say that we are again running FULL STRENGTH EDVO Rev A !!!!! YAY!!!!

I thought I would try ONE more thing before I went to a RE-install....So, I pulled my extension cable that I plug the VM device into(as I have a desk top and need to place device near window). I blew out the end with air, plugged into a DIFFERENT USB port.. PRESTO! Works BETTER THAN EVER!!

Saved a lot of work and a phone call!!

LOVE, LOVE, LOVE this internet!!!And, believe ME, we have tried EVERY ONE out there!! By FAR, this is #1!! Especially for the price!!

Dec 30, 2010
Rating

Virgin Broadband2Go Speeds
by: PrepaidWirelessGuy

I absolutely understand what you're experiencing! In my full review I note the very same thing, where coverage is great, but speed is basically 1xRTT (i.e. not EVDO). If you go to speedtest.net you can verify this. I believe this has to do with Sprint network issues and not Broadband2Go per se. I also have a Sprint MiFi hotspot Novatell 2200 and experience the exact same issue.

Up until earlier this year Sprint used to be extremely reliable and consistent. If I had coverage, even one or two bars, speed was great; now even with full coverage, I sometimes experience speed issues. ALL Sprint MVNOs would/should be experiencing the same thing....unfortunately.

Dec 30, 2010
Rating

Must be Lucky!
by: Anonymous

We must be lucky! Have had the BB2Go for 6 mos.now.. Had a bit of a prob. at 1st, after 1 week.. It said we had no time left on our $40 unlimited pmt... So we called CS and got right thru to a Very helpful girl. She told us right off to go to the "Program Modem" in the pull-down menu..Worked like a charm!!

BUT!!! For the past couple of weeks, we have been getting our FULL 4 bars, but only 1/2 the speed! PLUS, having to re-load almost EVERY page, as it will say "web page not available" or some such...Don't know if it has to do with Obama's "Net Neutrality" thing, or something else, like, someone tapping into our service...
We live in the "boonies" and use a desk top with XP...
ANYONE ELSE having sudden speed probs.???

Dec 29, 2010
Rating

No me funciona en windows 7
by: Anonymous

Hola, alguien que por favor me ayude a solucionar mi problema tengo Windows 7 Ultimate. y cuando instalo el Modem, me dice que no encuentra los drisvers.
Descargue estos drivers que mencionan mas arriba. pero cuando Abro el mobilink3 no me detecta ningún dispositivo.
el software que yo tenia anteriormente decía: BroadBand2go. y cuando lo abría decía Virgin Mobile... Y conectaba Normalmente. Pero era con sistema Windows Vista... alguien me ayuda talvez que me pase los drivers que tengan instalado en su computadora con sistema operativo Windows 7...

Dec 27, 2010
Rating

Virgin Broadband Review
by: PrepaidWirelessGuy

For those of you who are interested, Virgin sent me a MiFi device to test, and I've posted a review of my experience with Virgin's Broadband2Go at the following link:

Read MY Virgin Broadband Review!

Dec 19, 2010
Rating

I've had good luck with my BB2G, until now...
by: Anonymous

I successfully used my BB2G modem through online graduate school and was VERY happy with it. I had few, if any problems, and they were easily resolved. Pages loaded quickly, installation and connection was very simple.

Well, my kid was going out of state earlier this week to visit some relatives (who don't have internet), so I "topped up" the modem and installed it, without issue, on his laptop. Of course, now that he is at his destination, he can't get it to work.

I gave him several different ideas, all of which failed, so I told him to uninstall BB2G and start over. Unfortunately, he did not remove the modem prior to the uninstall, and now the computer does not recognize the modem.

If I had his computer in hand, I could try all sorts of things to try and figure out how to resolve the connection issue, but I am afraid that uninstalling the software with the modem plugged in has probably caused irreversible problems.

I'm sorry to hear so many of you have had such problems. I've not had Customer Service problems, either, knock on wood, but I guess we'll see if I need to contact them about this. I'm hoping mine is fixable, because it has been awesome to have mobile internet.

Good luck!

Nov 13, 2010
Rating

Give me Internet or Give me Death
by: Mark

their stupid system went down, from around 11:00am to 8:00pm, I also spent half an hour on hold just to make sure it's everyone and not just me, I had the broadband2go for a couple days and I thought it was my lap top that caused problems, well... at least it's working now, life with out Internet is like being cut off from civilization

Nov 12, 2010
Rating

Modem stopped working
by: Anonymous

I have been using Broadband2go for 2 weeks-no problems. Today around 8:30 it wouldn't load any webpages. Says there is a problem with the modem. Tried on 2 other computers-same problem.
Hopefully Virgin mobile is having a problem they can correct.

Nov 12, 2010
Rating

Checking MiFi Connectivity Status
by: PrepaidWirelessGuy

Have you verified that your PC is still connected to the MiFi WiFi signal? Also, have you tried logging into the admin page (http://192.168.1.1/) and checking to see that it's connected to the network?

Nov 12, 2010
Rating

Same Problem connectting to Tech Spt
by: Anonymous

I have tried to call several times today (Nov 12th) I keep getting the telephone people that say they can't help me.

Problem
My MIFI 2200 was working fine until about 8am this morning then it quit and hasn't worked for 10 hours. I charged it and restarted it multiple times, no luck. (I've had it for 1 & 1/2 months).

This is very frustrating. The two times I got through I had to wait for over 15 minutes - just to get told I called the wrong number! TWICE!

Oct 30, 2010
Rating

DRIVERs
by: Anonymous

ok so all of a sudden my virgin mobile broadband device does not want to work it says "NO DATA INTERFACE" HELP what do i do??

Oct 26, 2010
Rating

Just be nice
by: Anonymous

just be nice on the tech support and they will assist you wholeheartedly.. coz if you are too rude, they will just get pissed off and will not give their best helping you out.

Oct 19, 2010
Rating

The installation package and support are flakey ... not the consumers
by: Anonymous

In reply to

"...I have the bb2go device and its working FINE for me and i had no problems with the activation its so simple even a cave man can do this.
its a good company and its working fine for me. if you dont like it GET SOMETHING ELSE!..."
------------

Just because it worked OK for you doesn't mean that it works OK for everybody else.

I have a VM Novation broadband2go modem that worked fine on several machines for several months. But it would not install on a new laptop with Windows7 recently.

I was able to manually configure it and and use it as a dialup modem (dialing #777 with no ID or password).

VM's customer service was absolutely useless. He insisted that it was a defective PC or a defective modem even though the hardware was working and the problem is that the system plug and play never sees the installation package on the virtual installation disk or flash drive.

(The system did recognize it as a modem and could also access the micro-SD flash memory I had plugged into it.)

He also said it was not their problem and that I should contact the vendor. VirginMobile sells the modem, so the ARE the vendor.

The download package listed above from some better VM support people did fix the problem and installed the modem drivers and Mobilink3.exe user interface correctly.

As it turns out, just using the Windows modem and network control is faster to connect and disconnect. But it is handy to use the Mobilink3 window to see signal strength and status and to log the usage.

Oct 18, 2010
Rating

thx
by: Anonymous

nice

Oct 18, 2010
Rating

Just Got This From Their Call Team
by: NekoKat

Hello

On this link are the install files for the Virgin Mobile Broadband2Go.

****Drivers link *****

https://docs.google.com/leaf?id=0B16kfwOsOYMXYTkwNGRjOGUtMGM0OS00MTU3LThiY2MtNWYzMzcyZDNmYTRm&hl=en&authkey=CPeU5uMB

***********************

Note : YOUR COMPUTER MUST BE UP TO DATE WITH THE LATEST WINDOWS UPDATES
AND YOU MUST HAVE UNINSTALLED ANY OTHER CARRIER'S SOFTWARE BEAFORE ATEMPTING TO INSTALL THIS FILE,

Instructions-
1. Extract the contents of the Broadband2Go.zip file to your desktop.
2. Open the folder labeld Broadband2go.
3. Depending on your operating system you will double click on the coresponding file to install the conection manager software.
a) Windows XP: LiteAuto.exe (there is two, opent the one that looks like a miniature window)
b) Windows 7 and Vista: Installer.exe
4. Folow the Instalation wizard and finish the instalation.

If you have any more questions or concerns please fell free to call back at

1(877)-877-8443

Thanks for contacting the Virgin Mobile At Your Service.

I hope this helps. If not, please give us a call anytime.

Goodbye

Oct 14, 2010
Rating

How To Make it Work
by: Char

1.) Call in to activate (877) 877-8443

I got my card from Radio Shack and I have a mac.
I tried activating it myself and I added the $40 Top Up card but every site I tried to visit sent me back to Virgin Website.

I finally called the phone number above. After waiting almost 20 minutes on the phone the tech support operator said the reason it wasn't working is because when I added the Top UP card I didn't choose a plan.

She converted the $40 to a plan and BINGO! It worked. Hope this helps some of you. I wasted hours searching on the web for (virgin broadband2go activate but sends to virgin website) answers or a proper phone number. Csll in and make sure your money was converted into a plan when you added it. It's the only way you can surf the digital waves. Good Luck

Oct 14, 2010
Rating

Broadband2Go Sadness
by: PrepaidWirelessGuy

That's really a shame. There's really no reason why their MiFi device shouldn't work well on their network. I know Sprint had network issues (i.e. periods of outages) when they were upgrading their network to 4G; perhaps they're still doing upgrades and it hit your area. I heard of people having hours or even over a day of either complete outage, or speeds so slow that it was unusable. Of course this is not an excuse, as service should ALWAYS be available regardless of upgrades.

I think a major problem with them is that customers aren't getting to the right tech support department, and if they do, the tech folks aren't properly hooked into the Sprint support systems to be able to tell you that there's a network issue, or at least log a new ticket so it can be fixed.

I can only suggest that if you try it in a different area (try at least 10 miles away) and it works well, it's likely a network issue. You could also take it to a Sprint store and see if you can demonstrate to a rep there that it's not working. It could be a defective device, though with a sudden outage that you describe, assuming no physical damage to the device, it seems like a network issue. These issues should not be considered normal, for generally speaking Sprint has a pretty solid network with awards to prove it.

Lasly, one annoying thing about MiFi devices that I've found is that sometimes they just disconnect, and with no on-device indicator on these first generation devices, you have to login to the admin page to see if it's connected, and at what speed. If you don't know how to do that, just let me know.

Anyway, if it doesn't work, returning it if you're within the return period is definitely a good option.

Oct 14, 2010
Rating

DUMBA$$ TECH SUPPORT
by: DUMPVM

Broadband2Go was working OK until 4 pm on 10/13 then it went dead. Called the 877 number for BB2Go and waited 20 minutes before a tech answered. When I said I had an issue with BB2G he said he wasn't trained on it and would transfer me to the BB2G tech. 20 minutes later I got a tech. I said that I had a BB2G issue and HE SAID HE WASN'T TRAINED!!! I got pissed and wanted a manager or supervisor. He wouldn't transfer me or get a supervisor or manager. I asked him if the was the BB2G tech support and he said that HE WASN'T TRAINED!!!.. By now I was more than hot and becoming very hostile.

IF I GET ALEX ONE MORE TIME!!!! Emails to VM have gone unanswered. Taking this POS back to store for refund. There has got to be a better mifi device on a better network that acutally works.

Oct 07, 2010
Rating

RE:
by: Anonymous

Sorry ? I called VM and got a respectful reps assistance and got hooked up ! The problem was to press "BUY" at that point.

Yet to help others ? This program seems to be very self at points ! If you have anything hooked up or attempt to hook anything up to your UBS ports, you'll have to make sure alls clear "after" using ! Otherwise you'll be faced with rebooting and if that doesn't work reinstalling ?! (This is for "Device Not Detected")

Thanks for the help guy (icewater / also that last aynonomus) hope I've help you ?!

Oct 05, 2010
Rating

Activated Account?
by: PrepaidWirelessGuy

With full signal, and it routing you to pick a plan, I'm wondering if your account is properly activated? I wouldn't think that you could add money to the account without it being activated, however, it possible that the account was setup, but the modem wasn't properly provisioned to the network.

Have you tried picking a plan when prompted? Unfortunately, the only recommendation I have would be to call Virgin to verify that the account is active.

Oct 05, 2010
Rating

No Service ?!
by: icewater

O.K ? Once this Disk is installed the computer takes time to recognize it. Yet it seems before booting up and booting off this thing needs to be in. Using windows "safely rmoving method" doesn't seem to be a problem as the disk is recognized.

My computer seems to have 4 bars but I still can't get online ! This things looping me to Virgin Mobiles account window. (Pick a plan). I've done this before ! W T H ?!

40 in account and no damn service !

Oct 05, 2010
Rating

Broadband(needs)2GO
by: icewater

I'm the type of guy who believes in "even exchange" (cash for PRODUCT) Buying this "supposed" PRODUCT from Radio Shack just hasn't faired well !

I have a solid green light after activating this product. I've reistalled and still can't get on the net.( Looping to Virginmobile site.)

I'm not sure if this thing is working or what. Now at times it seems the UBS does want to stay in the port, "binging".

I have no doubt that there maybe a problem with this product I maybe returning. I can place minutes on my Tmobile phone and get service the same day so WTF ?!

Sep 21, 2010
Rating

Sprint Driver Conflict?
by: PrepaidWirelessGuy

Have you tried uninstalling the Sprint broadband drivers? Some have said that this was the source of their issue (though others have noted that wasn't a problem for them). Before you try that, be sure that you either have the original CD for your Sprint modem, or download it online so you can reinstall later!

Sep 21, 2010
Rating

very frustrated.....
by: Anonymous

i just got the broadban2go on 9/16/10 was going to replace Sprit for the obvious reasons(unlimited).I have yet be able to get the usb modem to install on labtop. It did install on my home computer. I still have Sprit on as well. I need this for the road. I have tried everything that I have seen on the internet and the Virgin techs the one time I got them on the phone.They were to call me back within 48 to 72 hrs.No response.So I have been doing installs uninstalls.NOTHING...It stops evertime smf says I need to load the disc that came with it..."waiting for user input insert the disc that came with your data interface....then it says it failed....I go to comtrol panel network adapters it has the big yellow points and says windows cannot load the divice driver for this hardware driver may be corrupted or missin(code39)Now it won't let me reload my sprit back on ....Really Bad stuff with this software ANY ADVICE OTHER THEN RETURNING IT....WORKS FINE ON MY HOME COMPUTER...VERY FRUSTRATED WIOTH vIRGION MOBLE AND THERE SUPPORT OR LACK OF...

Sep 20, 2010
Rating

Remote Computer .....
by: Anonymous

Pissed- i had the same exact issue. and that's how I fixed it. sorry if it didn't help. I don't know what else to say, hopefully someone else has a better idea or gives directions better than me.

Sep 18, 2010
Rating

Uninstall all other wireless provider software?
by: Anonymous

I have software for Sprint on my laptop and it did not present any issues with vm. I solved my issues with an so update.

Sep 18, 2010
Rating

problem solved for now
by: Anonymous

I had many of the problems discussed here. I tried many of tbe solutions offered here. Solutions failed and problems remained. Then I installed sp2 for windoz xp and I took joy in an immediate trouble free connection. SP2 was the answer and it also solved my wifi issues too.

By the way, i dumped my VM cell and bought a ZIO so I no longer have a tie to the vm site for apps, tones, and their bs

Sep 18, 2010
Rating

Thanks VM Dealer, but ...
by: Pissed

I'm still having issues. It appears the software is now loaded OK, I get the VM user interface, it shows the signal strenght and displays "device is not activated". I press "Activate" and for a second or two it says "Connecting" and then a VM error box pops up saying "The remote computer did not respond. Please retry." I'd assume here that "remote computer" means my computer?

Sep 17, 2010
Rating

worked for me
by: Anonymous

first to get the install to load ,there cannot be any traces on your laptop of any other wireless broadband companies.uninstall the software,delete all drivers,the laptop recently had sprint loaded on it so I did a system restore to the a few days before the sprint software was loaded,when rebooted i ran a search for anything sprint and deleated it.I had no antivirus installed,I pluged in the usb modem and waited ,and then everything went smooth and it actually runs better than my other laptop wih vista and sprint.One more thing I went to the language settings made sure they were all set to english,there was a setting that says share language-text with other programs,click ok,this was done using windows xp,i didnt even call virgin

Sep 16, 2010
Rating

another thing
by: VM Dealer

double check your networks. If an old provider is in there make sure you delete it, disable it etc.

Sep 15, 2010
Rating

VM Drivers
by: VM dealer

I can't seem to get anymore help than you all. so piecing it together here's what I've come up with. Your having problems usually because you've used another service BEFORE vm so you have drivers for that carrier still in. You can connect the old fashioned way it should come up as "3G connection" by network and it should ask you if you'd like to connect, bring up networks available, select connect then go to the VM Connection Manager window and your VM page will pop up. Proof that you have a confliction, so follow a previous posters suggestion which is to go to Computer>system properties>device manager on left> right click to disable the old driver. *Also if possible uninstall old service provider app. CS will tell you to take it to a tech to have your drivers restored/repaired etc. right we didn't get these for free. If i'm not clear enough(probably not) search for how to disable/uninstall drivers. It's this one issue on every computer i've activated for people, it comes down to the drivers and old serprovs's, never had much of an issue with NEW pcs/laptops, netbooks etc. other than the usual.

Sep 12, 2010
Rating

Virgin Tech Support Sucks
by: Pissed

I got transfered 4 times, last one hung up on me (bad connection apparently and told me to call back). First four said they were transferring me to someone, but I got sent back to the original automated menu. 11 Sept 2010 by Anonymous is apparently a Virgin Tech. 2 July 2010 by Bryan helped solve the driver issue (for me it was My Computer, View System Information, Hardware, Device Manager). So now at least the MC760 device is seen, but when I click "activate" I get "the remote computer did not respond. please retry"! This is the error I get on my laptop too. Any ideas?

Sep 11, 2010
Rating

bad experience?
by: Anonymous.

you people that is calling and calling every time you should know if ITS NOOOOT WORKING the first time TAKE IT BACK TO THE STORE and get your money back and get another company YOU ARE SO COMPLICATED asking for something EVERYTIME.
i have te bb2go device and its working FINE for me and i had no problems with the activation its so simple even a cave man can do this.
its a good company and its working fine for me.
if you dont like it GET SOMETHING ELSE!

Sep 04, 2010
Rating

Bad Virgin Mobile
by: AnBobboonymous

If you bought into Virgin Mobiles plans and bought a phone, you now know you run up against the java block that prevents downloads except from the vm store.

I decided to try a vm broadband modem. I can't get xp to recgonize it. The vm sales people are clueless and vm customer service is terrible.

I am never going to buy another vm product. I am buying Criket android phone because it offers more features and no limits.

I thought in this ecconomy, customers would once again be kings

Aug 30, 2010
Rating

Better Way to Get Virgin Customer Service
by: PrepaidWirelessGuy

I've been hearing that many people have had more luck contacting Virgin through their Facebook page (you can also try a direct message via Twitter). Many have been told to email their issue (and account info) to social@virginmobile.com.

I hope this helps!

Aug 30, 2010
Rating

Virgin Broadband2Go Coverage
by: PrepaidWirelessGuy

That's great that you got it to work, and very disappointing that you're getting poor coverage! Unfortunately, I don't believe there's really anything you can do about that. Virgin Broadband2Go uses Sprint's network, which has pretty good coverage. However, the difference with their prepaid services versus their postpaid plans is that they don't allow roaming with their roaming partners on their prepaid plans.

So, if you live or work in an area where you're trying to use it a lot, and you have poor coverage, really you're out of luck. I would recommend trying to return the product if you're not getting good speeds. Note that the number of bars per se isn't always the most important, as I can often have low bars, but the speed remains quite good (not with Broadband2Go, but just in general). That said, if it's really low bars, you're likely to go in and out of coverage, and will likely have a poor experience in the long run.

A lot of people have complained about their poor customer service, which is truly unfortunate, because if they could work out some of their problems, and offer better service, they'd really have a stellar product on their hands.

Please let us know what you end up doing!

Aug 27, 2010
Rating

low sig
by: unhappy

ok got the bloody thing instaled, but im getting crapy signal. only one bar. how can i fix it. and why dont you guys have better customer survise.

Jul 30, 2010
Rating

worthless tech support from virgin mobile
by: fustrated

windowsvista does not auto-install, but if i go to computer, i see the virgin mobile in by e drive, i can right click to install, but then windows comes back with insert disk for data interface. thats as far as i can go. tried talking to 2 tech support at virgin mobile, they could not help, still waiting for supervisor from tech support to call me back, 2 days still waiting.

Jul 23, 2010
Rating

Broadband2Go Language Issue
by: PrepaidWirelessGuy

I'm very impressed that you were able to narrow it down to the language settings issue! Definitely good advice for Virgin as I'm sure there are more and more people from international locations using prepaid mobile broadband service. I expect that they never tested for this ;-).

Jul 23, 2010
Rating

Finally got it working
by: Guyt

For me, the installation program just would not start on my wife's laptop (XP) or mine (Windows 7). But it would work on any other American friends computer.

it seams that the Windows installer (msiexec) add a problem with the parameters passed to it.

Took me a while to figure out the problem. It was me! You see, I am a French-Canadian on a long vacation in the United States. So my computers had the language system locale (some thing to do with Unicode) set to "French Canadian". Changed it "English United States" (Control Panel, Region and language), and finally got the installation program going.

Installation went fine, but got a problem when I tried to by time with my credit card. Their input system did not allow me to enter correctly my billing address since it only allowed US States. My credit card was rejected. Solved that problem by buying Virgin Mobile prepaid card at the Radio Shack Dealer.

So my advice to Virgin Mobile USA would be:

Visitors in the US or people that don't use English (USA) on their computer, might still want to use your products. So please try to make it easier for them.

Jul 03, 2010
Rating

Virgin Prepaid Tech Support
by: Anonymous

Wow - you actually got to talk to SOMEONE? Had the same problem. After the modem worked for about a week, it was "deactivated" and I was told to call tech support. After many frustrating tries to call tech support, spending eternities on hold, I decided to simply return the modem. It took more phone calls and long times "on hold" until I was finally able to speak to someone who would give me information on returning the modem w/i the advertised 30-day period.

In addition to the poor broadband (it would kick me out frequently in the midst of e-mailing / web searching) and the modem problem, their tech support and "customer support" is awful and frustrating. Needless to say I am looking for new broadband service.

Jul 02, 2010
Rating

Device Not Connected
by: Bryan

Phew! Just spent the last hour and a half trying to figure this one out.

Okay, here's the solution (actually pretty simple):
1. Exit the Broadband to Go interface
2. Unplug the Device
3. Uninstall the Software from add/remove programs
4. Restart the machine
5. Insert the device into USB port (software will install)
6.)If it still does not recognize the device, open up your device manager (my comp., properties, hardware, device manager).
7.)Scroll down and go to where you see the yellow question marks, etc.
8.)right click each one until i gives you options for properties.
9.)you can probably figure it out from here, but you'll have to select one for the virgin mobile and the other for the novatel wireless

Device should work fine.

There isn't much tech support from virgin...they'd never be able to tell you how to do this...i'm sure they are nice folks who answer the phone, but anything beyond telling you how to enter your msid, etc., they're worthless.

Best of luck and I wish love, peace, and happiness to all of you.

Jun 27, 2010
Rating

Some problems but eventually worked
by: Bryan B

I also had problems with the intitial install. With the computer on I popped the unit into the USB port, and a dialog asked if I wanted to install or browse the files. I clicked install, and it went through the install process. But while installing I got the dialog saying it couldn't find the driver for the unit. I couldn't browse the unit's files at that point, so it failed on the install.

I tried several more times inserting and following the install routine, each time with the same failure.

I finally tried the method suggested above, to uninstall, reboot with the unit plugged in, and allow to install again. That worked. I'll note that I had to uninstall both the Broadband2Go and the Virgin Mobile Broadband Mobile Drivers. Also, the successful install apparently just installed the Broadband2Go software. Then when I opened that from the Start menu, the driver install kicked in. It found the drivers automatically at that point.

One strategy that may also have worked (didn't try it) was when the original dialog popped up asking whether to browse or install, I did at the last install first browse the files and copied them all to my hard drive. It may have worked to point the driver install at those files, but I'm not sure.

This was with Windows Visa on a Thinkpad machine.

May 01, 2010
Rating

Broadband2Go Returns
by: PrepaidWirelessGuy

I wish I could say that I have the magic answer for you, however, unfortunately all I can say is that my understanding is that it should work. The fact that it doesn't is disappointing for sure.

My recommendation would be to go back to BestBuy and request that they refund the money for the cards as well. If needed, try escalating to the manager and explain your situation.

I've found in the past that if you show your frustration, without getting angry at them, they'll typically take care of you in some manner.

Please let us know how it goes!

Apr 30, 2010
Rating

BestBuy said..
by: Anonymous

I ask bestbuy if broadband2go will work with:
a) imac desktop tiger 10.4.11
b) Acer Aspire one laptop XP
both have wi-fi only for both computers. I have no home phone or DSL, Cable.

I get it home and installed it on my mac. Seem like the unit was downloading. I look in the applications folder and also I noticed that it showED MODEM connection. The connection bars said 3 but nothing happened. So I un-installed and went to the XP and the wizard said there is no software to begin with. Took back to the mac and went to install and I got nothing. Whats going on and can you help me. Otherwise I'm returning it and will need to lose 40.00 for the the cards. What will I do with that? NOT GOOD FOR CUSTOMER REFERRALS.

Mar 18, 2010
Rating

I had no problems at all
by: Happy Customer

I bought the Broadband2go stick directly from Virgin Mobile just before Christmas 2009. At the time, Virgin Mobile was including $20 airtime credit. I was travelling for the holidays and wanted a backup for my cell phone (I usually tether my cell phone to access the Internet while travelling). I found the installation and activation process quite simple (even a caveman could do it). I initially installed and activated the device on a Windows Vista 64 machine but subsequently installed the drivers on an XP machine and 2 Windows 7 machines. It was as simple as plugging the stick into an available USB port and allowing the driver installation application to run.
Now if I could get my mapping software to recognize the MC760's on-board GPS...

Jan 30, 2010
Rating

Lousy Tech Support from Virgin
by: Anonymous

I bought a Virgin Broadband2go data stick while on a business trip. I tried for a week to get it running on my new Win 7 laptop. From the get-go I suspected that it needed Win 7 drivers which were not loaded on the stick. I tried for a week to contact Virgin Tech Support with no success. I was always able to get through to someone but the people I spoke with really had no clue what I was talking about and even they could not get through directly their own Tech Support. They always had to leave a message assuring me that Tech Support would answer the call within 2 days. Never happened. They also told me that Virgin has a 10 day unconditional return policy so you can return the modem to the place where you bought it and the vendor must take it back. After a week I took it back. A few days later (too late) I got a call from Virgin Tech Support telling me I should have gone to the Novatel web-sit to download Win 7 drivers.(Who knew?) In Canada Virgin has the only pay as you go plan available. I would have been happy to join the plan had Virgin's Tech Support been more responsive. Shame on Virgin for having the lousiest Tech Support I have ever encountered.

Dec 30, 2009
Rating

great experience
by: Anonymous

Okay, so I guess I'm one of the lucky ones. I have no problem with my Virgin Mobile Broadband2Go. I am using Vista and I only use it at work, where I don't have internet, and it works for me. I am in the Miami (FL) metropolitan area, so maybe that's part of the answer. As for the installation issue, mine was used and I had to call Virgin Mobile for help finding the software. Apparently once it's installed, it does not auto-install if you put it on another computer. The number that I called was: 877-877-8443 and I got connected with the right department. I hope this helps.

Nov 30, 2009
Rating

Good information and it worked for me!
by: Anonymous

Thanks to the person who suggested going to the Novatel site to download a driver. I was having trouble with my install, downloaded the driver as suggested, and the rest of the install went smoothly. I run a Dell laptop x64 with Vista. If I get things to work on this piece of crap, it's a miracle. I hope others find success.

Nov 30, 2009
Rating

Not compatible
by: Steve

She didn't say what the problem was. She just went away for a long time and came back and said "not compatible/send it back".

It's a shame because I've been using an AT&T unlimited card which I am not using much, and it's now out of contract. The Virgin Mobile look like the best prepaid alternative.

Nov 27, 2009
Rating

Installed But Disabled the Built-In Wireless Card
by: Anonymous

I don't want to use this all the time, but when it auto installed it seems to have corrupted the wireless card drivers. I'm using it under XP on an MSI Wind. Lucky for me, I use the wind as a dual boot machine, and the card works fine under the alternate OS, but the non native english speaking vm broadband tech is not being helpful here.

Nov 27, 2009
Rating

Virgin Broadband2Go Compatibility
by: PrepaidWirelessGuy

That's so odd. How could your ThinkPad not be compatible? That makes no sense to me. Did the rep say why it's not compatible? So long as the OS is supported, I wouldn't expect the IBM/Lenovo specific drivers would/could cause any specific incompatibilities. So bizarre....hmm....

Nov 27, 2009
Rating

I spoke to someone
by: Steve

Finally, after much more trying, 10 days later, the number rang in the right department. I told the support person what the problem was. She asked what laptop I was using. I said a Thinkpad T60.

After checking for a while she came back and said, "It's not compatible".

So I'm packing it up again and making another trip to the Post Office.

Nov 19, 2009
Rating

Virgin Broadband2Go Drivers
by: PrepaidWirelessGuy

You know, I could swear that I'd seen the driver available for download on their site when I was previously researching their products, however, for the life of me I cannot find them there. Perhaps I'm losing my mind!

I also tried searching the Novatel site directly b/c sometimes OEMs have drivers available as well. I did find one named "USB PC Driver", however, I'd hesitate to say that it will work. Often OEMs will have a driver that would specifically be for a particular partner; for example: "USB PC Driver - Vrigin Mobile" or something like that. Because the driver must contain the carrier specific logon manager application (ex. Sprint Smartview). Anyway, the point is that you can attempt to try that driver (http://www.novatel.com/support/fwswupdates.htm), however, I have my doubts.

If you insert the USB modem, does it let you browse the stick under windows explorer to allow you to view and copy the driver to your computer and try installing it from there? I've been using mobile broadband for years, however, I've only used PC Card modems, so I don't have a lot of experience with how the USB products work.

Is the modem recognized as being present when you look at what devices are connected to your computer? If so, it's likely an issue with the driver not being auto-installed. If the modem itself doesn't show up, then you've got another issue. If you haven't already, I would try restarting your computer, then plugging in modem, then try turning it off, plugging in the modem, then running it back on, as two different ways to see if your computer will recognize the modem and find the drivers.

Here's what Virgin recommends on their site:
1. Check that the USB modem is inserted into your laptop's USB port the right way.

2. Restart the computer.

3. Uninstall the software by going to Control Panel - Add/Remove Programs, and then reinstall the software.

4. Make sure that all of the latest Windows updates are installed.

5. Try doing the activation process again. If you're still having problems, call 1-877-877-8443.

I'm sorry that I don't have a straight fix for you, but hopefully some of this info will help you. If I come across anything else, I'll certainly post again. I look forward to hearing from you to see if you make any headway!

Nov 19, 2009
Rating

Broaband2Go Drivers
by: Anonymous

Thanks for your comments. I was unable to find the drivers on the virgin mobile website. If you have a link that would be a great help.

Of course, I have not heard from them in the meantime.

Nov 18, 2009
Rating

Unbelievable Experience with Prepaid Virgin
by: PrepaidWirelessGuy

Wow, I can only imagine how frustrating your experience was. It was basically customer care hell! It really is amazing how they could not be capable of getting you to the proper support department; it makes you wonder whether they're simply unorganized, or literally don't have a prepaid broadband support group?

You could try calling back, and focus on getting instructions/directions regarding how to process a return. That way you could hopefully avoid the first rep trying to get you over to some mystical tech support department. That is, of course, assuming you've given up trying to get it to work, and at this point just want to return it.

If you want to troubleshoot, you could try downloading the driver from their website if you haven't already (if you have trouble finding it, please let me know). The Virgin Mobile website says that the USB drivers are compatible with XP and Vista only.

Assuming you bought the modem online with a credit card, your credit card company may cover you. For example, my credit card says that it will reimburse me if the store won't take a return within 90-days. So it might be something worth looking into.

There are other more extreme measures you could take, but hopefully it won't come to that! It really is unfortunate that people seem to be having so much trouble with the Virgin prepaid broadband service. I wonder if there's anyone out there having a good (or even great?!) experience with it...?

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