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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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Jul 23, 2010
Rating
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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
starstarstarstarstar 		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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