Virgin Mobile Broadband2Go

by Jaime Olano
(Visiting Southern US)

I've already tried to get Virgin's Broadband2Go service to work twice in Florida and North Carolina.

People at BestBuy couldn´t make it work on my laptop.

Of course, they reimbursed me 100%.

Comments for Virgin Mobile Broadband2Go

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Jan 05, 2016
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Virgins Broadband2Go Sierra Overdrive Pro NEW
by: TorBot15

I've had my same Sierra Overdrive PRO for the last 4 years. I've never had any serious problems with it..I was reading some reviews and was surprised to hear that people's top download speeds were reaching a wopping 2-3 MBpS.. I've had the same one for four years, and get download speeds of 8-11 MBpS.. and that's after using it everyday, even at the end of the month when I'm running 3G speeds, I still run at least 8MBpS...Gauging my speeds from different network speed tests.. My upload speeds can be a lot slower topping around 3MBpS, which from what I read from some reviews is their top download speeds.. I don't know how many users you have connected while testing your network. I have at least three devices connected.. (My Samsung Smart TV, My Tablet,. And my cell phone).. Enough speed to watch my media in HD, with no problem, download an app that may be 70MB, in literally 10-12 seconds with installing, being the majority taking time..My question to the people who have the new Virgin Overdrive PRO hat are different O, I'm curious as to how many MB the connection says it is receiving when you initially connect a device, such as mine says it's signal is at 65 MB..Is the new Overdrive PRO just an updated look, with the same specs for the most part, obviously length, width, height and some small insignificant specs,but the rest of the Milo's OS the same???

Jun 15, 2014
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Very Unhappy
by: lesamorale@yahoo.compralt

I have been a customer for several years. I have Broadband2Go and had been very happy. That is until the last 2 months. Money is taken, but I haven't had service. I have called for help and get different answers from everyone. The latest is I'll call you back in 10 min. Well I'm still waiting. I would just like to have what I paid for; is that too much to ask for?

Dec 21, 2013
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Problem Connecting to Virgin Broadband2Go
by: Rich

I could not connect to Virgin Broadband2Go. The fault "The system could not update the phone book file." The fix: Go to Administrative Tools>Services> You will get a list of services and their "Startup Type" MAKE SURE THE FOLLOWING SERVICES ARE SET TO "Automatic"

1. Remote Access Auto Connection Manager
2. Remote Access Connection Manager
3. Routing and Remote Access
4. Secure Socket Tunneling Protocol Service
5. Telephone

After setting them I am sure your Virgin Broadband will work.

Virgin Broadband2Go could not supply this info!!

Dec 08, 2013
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Manual install
by: Becky

I have used Virgin Mobile braodband for 2 years and loved it very much. However, now I have another desktop computer and want to install the device to this new computer and it just wont prompt an install. So I am trying to do it manually and it wont work. Need some help to do this please. What do I do to get it installed MANUALLY and set-up.

Oct 01, 2012
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Virgin Mobile Incompetent
by: Anonymous

My husband and I purchased 2 new i phones for 680$ each from Best Buy with service from Virgin Mobile for 55$/monthly. We thought we would be saving money. It has turned out to be the biggest nightmare ever! Neither of our phones have had cellular service for 12 days now. In addition, our phones have been hacked with Virgin's online service. By this I mean a hacker easily got our 6 digit password and used it for their own phone service. This has happened twice. I cannot send picture texts and our service has completely dropped two different times. We have spent hours on the phone with Virgin Mobile and they cannot help us. (YOU CAN ONLY USE THE IPHONE PURCHASED AT BEST BUY WITH VIRGIN). Next, we went to Best Buy to try to return the phones explaining our problems. They refused saying it was over the 30 day limit. Basically, too bad. (We certainly weren't expecting this kind of customer service from Best Buy). Next, we went to the APPLE Store to try to get a new phone. We were with an Apple representative, at the Apple Store for 2.5 hours trying to get the new "Virgin" i phone activated. Virgin Mobile customer service could not activate the phone! The representative at the Apple Store was flabbergasted. I had to take my old phone back, if only to get calls. So, here we are... 1240$ out of pocket for our phones, no cellular service and NO ONE to take RESPONSIBILITY TO HELP! A ripoff! We now have to go to another company, buy new phones and get a new service that WORKS. The only thing we can do now is write as many comments like this to deter customers from making the same, VERY COSTLY MISTAKE. Who do we take to small claims court? VIRGIN MOBILE? BEST BUY? APPLE? Won't someone take responsibility?

Aug 29, 2012
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Solution
by: Anonymous

You can run MicrosoftFixit.ProgramInstallUninstall.MATSKB.Run.exe program from Microsoft. After it works. John

Aug 16, 2012
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This should help some of you
by: Anonymous

Yes that is correct that windows will not uninstall all of the program. I found this out when I had to replace my broadband and tried to install the new one. What a nightmare. This is probably not the ideal method, but this is what I have had to do on more than one occasion in order to re-install. Remove the software with the windows feature first and also the driver. The software is Broadband but the driver is under Novatel if I remember correctly.

Get rid of any desktop shortcuts or start menu shortcuts that are still showing the icon.
Then using the search feature in windows, search for any name that is associated with the adapter. Search for Broadband, Broadband2Go, Virgin, Mobil3, and Novatel. As each search gives you results go into that folder and manually delete the file.

I know that all sounds crazy but it is even more crazy how many instances and files you will find. Maybe that is a little overkill but I have always been able to then reinstall with no problems. If even one little file remains, the new install just will not work. GOOD LUCK!

Jul 12, 2012
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virgin sucks
by: Robert Adams

They have no software support PERIOD!!!
MobiLink3 sucks sucks sucks don't matter if XP,Vista,Win7 suckey suckey suckey NO SUPPORT!!!

Jun 25, 2012
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There's Lots Of Info In Here
by: PrepaidWirelessGuy

Dear Speedy - Please read the entire thread; it has a ton of useful information and tips. If you're still having trouble, please let us know specifically what you tried and what happened, and we can take it from there. Thank you!

Jun 24, 2012
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Virgin Mobile Broadband2Go not installing
by: Speedy

Virgin Mobile Broadband2Go
will not install
what do i do get driver or software

Mar 31, 2012
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mobiLink3.exe
by: Anonymous

can't get my virgin boardband 2go mobiLink3.exe to work or download to my laptop

Feb 05, 2012
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Virgin Mobile broadband2go
by: Lee

I haven't had any problems installing the modem, my problems are with the performance. Even though I am showing full reception I am still having problems connecting, and when I get connected the speeds are very slow.

Their customer service is terrible. When you call you usually don't get an answer, and if you do get lucky enough to get and answer their customer service is not very knowledgeable

Nov 10, 2011
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Thank you!
by: Relieved, finally!

Thanks for this thread! I was having trouble with the installation error (1720), too, and was banging my head against the wall until I finally found this thread and the suggestion made here to uninstall the Virgin Mobile drivers and delete the Novatel folder. I've finally been able to install successfully! :-)

Nov 08, 2011
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Broadband2Go Related Virus?
by: PrepaidWirelessGuy

Can you share some more info re. what's happening to you? Personal information is somehow being copied? From where to where? Thanks!

Nov 08, 2011
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Virus concerning VirginMobile
by: Anonymous

There seems to be a virus connected with Virgin Mobile BB2Go. Watch out. It starts to copy your personal info.
Techs were NO HELP. They wanted me to pay for new service before trying to help me.
Goodbye to all of it!!!

Oct 29, 2011
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Easy Fix
by: Anonymous

Reset to auto-install on another pc then try on the pc you what to have it

Oct 27, 2011
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1720 Installer \ Script error resolved
by: Wendel

Hi all,

After troubleshooting and researching this problem for a long time (including reading the many postings here) i was finally able to get around this problem.

I uninstalled the software and removed the C:\program files\novatel folder like many others have.

Then out of sheer frustration I ran registry editor, did a search on Novatel and deleted pretty much every subkey pertaining to Novatel.

I am not sure I would go as far as to recommend this approach but if you do I would export a copy of your registry first.

After I rebooted I was able to run the software install without the error.

I should mention in my case i had to plug the adapter into another computer in order to get the software off the wireless stick.

Oct 21, 2011
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There are no Stars for MiFi
by: Anonymous

I am seeing stars from trying to deal with the MiFi 2200. Hours on holding listening to my virtual Rep Alex while I wait to get scripted, useless "help" from Tech Support where English is at best a second language. It worked fine for a couple of months. Then didn't work at all. They sent a replacement and it would never connect. After 3 promises of getting it to work in 72 hours, I returned it. They couldn't find where I returned it for 3 weeks and sent me repeated email threats. I finally limped along with the old one by reprograming it every time I needed to use it. Sent a 7 page complaint to Virgin Mobile USA (now owned by Sprint). After 60 days 2 levels of "executives" have denied any refund. I filed the same complaint with the FCC and Walmart (where I bought it). I just updated the FCC complaint with their current level of executive refusal. Bottom line - Sprint saw what they thought was a money-maker for their old 3G network and they don't want to make good on the shoddy product or lack of service. DO NOT BUY ANYTHING OR ORDER ANY SERVICE THRU SPRINT OR VIRGIN MOBILE.

Aug 21, 2011
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Try Fully Eliminating Broadband2Go Files
by: PrepaidWirelessGuy

Sounds frustrating for sure! I think your best bet is to ensure that the program is entirely uninstalled. You can try searching your program files (or using Windows Search) for Virgin and Broadband2Go files, and manually delete them. The Windows uninstaller often doesn't remove even the most basic program folders.

I've recently used a program called Revo Uninstaller, which seems to do a really good job of getting rid of extraneous files, including cleaning up the registry. Just make sure to backup your registry before doing anything. You can Google "Revo Uninstaller" or go to download.com to get it. It's a free application. Once uninstalling (and restarting your computer), try reinstalling the Broadband2Go modem. I hope this helps!

Aug 20, 2011
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Help with reinstalling BroadBand2Go!!!!!
by: Kristen

Thisis my issue...
"The feature that you are trying to use is on a network resource that is unavailable. click ok to try again, or enter an alternate path to a folder containing the installation package "Mobilink3.msi" in the box below." While trying to reinstall BroadBand2Go. I tried uninstalling it because it wasmalfuntioning and I cannot get it completely off my computer, not completely reinstalled.. And i now have to just start up the connection with the start up of my computer and do not have a desktop icon anymore or broadband2go anywhere on my computer... isearched for it... yet it still in in the control panels add/remove programs.... tech support had me to go some novatel website and download a zip file, but it says the same thing... any help? It then also says "error 1706. no vaild source could be found for product "Broadband2go". The windows installer could not continue.. the first issue was i had to go somewhere else with my lapop and reintall/do a windows update on my drivers... i have the internet again abut its way slow and like i said no desktop icon i have to click on the mobilink to connect.. any help is much appreciated...

Aug 09, 2011
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Don't buy!
by: Anonymous

Virgin BB2go USB works just fine...until it doesn't. After their script-reading tech-support couldn't identify the problem, a new one was sent to me. It didn't work either. i asked for a refund, which they agreed to. I'm still waiting...

Jul 11, 2011
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Solution is Novatel drivers
by: CP

Virginmobile worked fine in Vista for one year. The problem is almost always the installantion, as the provider of Drivers /msi and software of mobilink is Novatel (an MS branch, anvtl is the acronym). The simple Virginmobile modem is the "Ovation" model in nvtl.

Novatel Wireless Driver Downloads

Good luck.

Jun 24, 2011
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Could not update phone book file
by: PrepaidWirelessGuy

There was a separate discussion about this issue, and the fix related to Telephony and Remote Connection Manager services. You can find it here:

Virgin Mobile Broadband2Go Could Not Update the Phone Book File

Jun 24, 2011
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broadband2Go
by: :)high5's&hand-shakes

okay well i have the virgin mobile broadband2Go air card and i am having problems with it. First the internet doesn't want to connect, and then on the guest account of the computer it would work just fine, while on the administarter account it didnt want to connect it was saying something about cannot update phone book file. I called virgin mobile and i cannot find out how to talk to a person. I'm talking to a freaking machine recording. can anyone help? how do i fix my air card.

Jun 16, 2011
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Broadband2GoNoWhere - Install failed 1722
by: Anonymous

Unable to install the USB modem. Rang support. They said that they could not help me any further with 1722 error. I wish I had read this forum. But I should have know better. This product reflects how professional the Virgin Mobile Management team are. They are all crapping themselves because Sprint will probably get rid of most of them. Sprint are in the process sorting out the Virgin Mobile mess. If you are into Sadomasochism, then this is the product for you. This is the ideal gift for the mother-in-law. She she spend days trying to get the install to work. So I have changed my mind. This product is the ideal gift. Buy it now.

May 29, 2011
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Broadband2Go Will Not Load, Not Worth The Money
by: Anonymous

Not worth the money to buy. The 1st one did not work. I called customer support and they tried to activate it could not do it. They told me to return it. I did this, and got a new one. It does not work. It put software on my computer then I get errors now. Their software will not come up and now it will not uninstall.

I called support. They have no idea what to do. All I get is the run-a-round, ha. They got their money, and that's all they want. Virgin Mobile Broadband2Go is the worst service I have encounterd. Went to Verizon and it works fine loaded up and runs fine.

May 15, 2011
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Modem speed settings
by: AJ

On my recent trip I discovered something that seems to have helped my connection speeds.

Apparently, when you connect using the bb2g software, the speed falls back to somewhere around 200k+ and is reset to that level. I found that if you connect through the network and sharing center instead after resetting the speed to the highesst setting, things seem noticably faster.

Go to network and sharing center > connect to a network > right click on 3g connection > left click on properties > left click on configure > set modem to highest speed available then save the settings.

Once you have done this always connect through the network and sharing center.

May 14, 2011
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page load sucks
by: Anonymous

B2G doesn't have my thumbs up. Installion wasn't bad but now that I'm connected, I cannot get pages to load. It takes forever. I could walk around the block b4 it loads. I've tried everything to get it to load, very irritated!!!!!!!!!!

Not gonna be a good outcome!!! I had better luck when I was borrowing the neighbor's wireless connection.

Apr 25, 2011
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Buyer Beware!!!
by: AJ

To all those having problems with the install - AT LEAST SOME of the answers are right here, particularly with the phone book error. I discovered the fixes and posted them here a year ago.

Now, for my final words on this service, if you can call it that.

First, it appears they spend virtually nothing on training their support staff judging from the other comments here repeating the same problems over and over again and the TS people STILL not having a clue, even though I pointed out the fix to them over a year ago when I posted the fixes here.

Second, they have no business calling it broadband2go without being able to offer a broadband level of service when you connect. I rarely ever have gotten that so far.

As we speak I am in Bristol, VA, connected with the best possible connection available, and I can tell you I have had better up/down using a 2400 baud modem- remember those? Really, it is absolutely pathetic. I kid you not and am NOT exaggerating Just d/ling email is horrificly, agonizingly, slow. Impossible to get any work done with it at all.

Unfortunately I am now stuck with this device

While I do not usually eat at McD's, most every one I have ever been to has wifi with ATT - and much faster than this pathetic bb2go network. I recommend you try that as an alternative. I realize it is not as convenient as just being able to hook up virtually anywhere, which really is the point of the device, but you really do not have that freedom with this device as a practical matter. Well, you may get lucky, or you might get stuck just as I did today.

Hopefully the 4g network is better, though they'll probably oversell and overprice that too.

Mar 07, 2011
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phone book error
by: Anonymous

After a full day and a half on the phone with support who couldn't speak english very well, I gave up. She and her supervisor had never heard of the 'can't update phone book' error. They suggested it is Dell's problem.
I do use their phones however and they are good.

Feb 10, 2011
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B2G Comsumers Group
by: Bill

Having problems with Virgin Mobile's B2G (especially the 1720 error code)

Join in here:

http://tech.groups.yahoo.com/group/b2gusers/

Jan 21, 2011
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VM Broadband Billing Errors
by: jlewis

I gave up on VM Broadband Customer Service a long time ago. In contrast, VM Cell Phone Customer Cervice has been pretty good.

My suggestion is that you work with your credit card provider to reverse the charges.

Jan 21, 2011
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Don't do it, you'll be sorry
by: Anonymous

Virgin Mobile has the worst customer service on the planet. I got a defective device two months ago. I called and they said they'd send a replacement. I've now made 9 calls, spent over 5 hours on the phone, gotten 7 false promises it would be here in a few days, gotten three return envelopes for the defective one which they admit they already received, spoken to three supervisors, gotten one more defective replacement, been told a tech person would call me back within 24 hours to make that one work and it's been 54 hours and I never got a call. This has been a nightmare that has wasted hours of my life. I finally filed a complaint with my credit card company and disputed the charges. I have never, ever felt so powerless, disrespected and frustrated with a company. Even if they replaced the device now I will never do business with a company that treats their customers this way. Rule one of business (I own one myself): VALUE your customers and treat them well - they pay your bills. STAY AWAY from Virgin Mobile, they couldn't care less about you.

Jan 15, 2011
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VM new terms of service
by: Anonymous

Ive had VM bb2go for about 4 months now with great speed, that is until I "topped up" for December. I called to inquire why my auto registered credit card was not being charged, well needless to say it resulted in 3 charges for december being placed on my credit card, 2 of them going to my accout for a balance... problem is, my speed also dropped to 256k from the 3g I was getting. Thinking this may be a modem issue, I purchased a new modem and activated it... wala, I was back on 3g speeds again. YEAH RIGHT, that lasted a whole 2 days. Back to 256k again (or less). To make this brief, Ive called customer service no less than twice a week, each time asking for a supervisor when the issue could not be figured out. I have yet to receive a call back from a supervisor (they are always in a meeting). Ive finally gotten a supervisor on 1/12/11 and explained everything to him, he said he would help. What he did was expire my current plan, which was just paid for on the 12th, and since its technically paid for, it will not allow another top up of any kind.
This is absolutely the worst customer service I have ever encountered in my entire life, no one there has the competance of a flea.

Jan 10, 2011
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Online order lost in VM system 21 days.
by: bittle

Don't order the MiFi 2200 from Virgin Mobile online. They lost my 12/21 order and after talking to them on 12/22 about being overcharged and 12/28 about when they might be shipping the order (I had paid extra for a 1-2 day shipping.)
I finally gave up and cancelled the order on 12/31/10 at the phone reps urging "because we have trouble with some of our orders". The phone rep advised me to go to a store and buy the MiFi 2200.

My credit card account was charged on 1/7/10 with an effective date of 12/21/10 for the MiFi 2200 which I had cancelled on 12/31/10.

Although the phone reps are pleasant, they give out a lot of info that is irrelevant. They didn't call me a liar when I told them I had cancelled the order on 12/31/10. They just told me that I didn't cancel the order. (Same thing but pleasantly). They say they will refund the full purchase amount if I return the MIFI 2200 (at my expense, of course) and phone them back with the tracking number.Somehow I really doubt it and I haven't even seen Fedex yet.

Jan 07, 2011
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can't connect
by: Anonymous

I open my Broadband 2 go Mifi Device, 2 days ago and I still can't install device. I tried te web sight that was listed in the drections, still no go I am getting very frustred.

Dec 27, 2010
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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 06, 2010
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Dial out code
by: Alan

*99# is what should be used. I tried a Cradlepoint router and it didn't work so I returned it.

Dec 06, 2010
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Dial out code???
by: Anonymous

I am trying to use a mc760 broadbandtogo with a zalip wireless router. The router supports 3g USB aircards. But I need the dial out number for the virgin mobile aircard and customer service won't tell me?? Any help??

Dec 02, 2010
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Novatel MC760 Modem Driver
by: PrepaidWirelessGuy

You can also try downloading the drivers from the Novatel site. While I haven't tried them myself, and they're not Virgin specific, I suspect that it should still work. I've heard from others that downloading generic drivers from the manufacturer site has worked for other modems.

http://www.novatelwireless.com/index.php?option=com_content&view=article&id=162&Itemid=107

Dec 02, 2010
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The FIX for MC760 Modem Troubles
by: saporito3

The problem with this device is in the firmware (software) built into the device. It is suppose to automatically load upon insertion; however, it does not and that is the problem. To resolve this problem you must use the windows control panel to remove the Virgin device driver program and then click on the "Programs" folder in your "C" drive and delete the Virgin folder there. Then you need to send me an email and I will send you the (drivers and software) to load onto your system.

My email is saporito3@gmail.com

Nov 30, 2010
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thanks to anonymous
by: joanoc.com

i had the same error, and if it wasnt for ANONIMOUS' comment i would of not got this card working. so yes just go to controlpanel>add/remove programs>uninstall virginmobiledriver. then go to your C drive> program files and delete novatel folder from there. and thats it. plug in your usb and follow the onscreen instructions.

Nov 15, 2010
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WARNING
by: Anonymous

3 days of stress with their virtual and live custumor service and finslly horrible speed. Stay away from this crap.

May 24, 2010
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Error 1720
by: Anonymous

What a mess! Spent nearly a full day trying to remedy the 1720 install error. Tech support was no help at all and I must have tried a half-dozen different online suggestions. In the end, it was just a matter of removing the VM drivers through Add/Remove and deleting the Novatel directory in my Program Files. Deleting the directory was the key.

May 05, 2010
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Canada Broadband2go Working
by: PrepaidWirelessGuy

That's great news Alan; thank you for circling back to share with us!

May 05, 2010
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It now works!
by: Alan

As of March 2 2010 Virgin Mobile Canada's Broadband2Go works as it should. I was given two free months of credit and have even added two months myself. Whatever was wrong has now been fixed. Thank you!

Apr 30, 2010
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DialUp2Go
by: AJ

I have been using the service now for a week. Let's just say it leaves a lot to be desired. The first day I tried to use it I was in Kentucky and got a whopping 74 kbps with 3 bars. Yes, 74kbps. Only marginally better than dial up speed wise, but it still seemed even slower, maybe because of slow DNS servers perhaps.

I am currently in NOLA, and the current speed is 355 kbps, with three bars.

Loading videos have been a constant problem with lots of pauses and hesitations - the only way to do video is to pause it long enough to fill the buffer completely.

In my opinion, they have no business marketing this as broadband until they fix their network
and provide USEABLE bb speeds at all times when in range.

Jan 28, 2010
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help
by: aj

HI James.

In Windows firewall, it shows up as "Broadband2go", but the process/executable is actually MobiLink3.exe, which may be how ZA displays it.

I haven't used ZA for a long time, so I can't really say much about it. I can say that WF seems to do a pretty good job, so I don't miss it at all.

Good luck.

Art

Jan 23, 2010
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Firewall Options
by: PrepaidWirelessGuy

I used Sygate Personal Firewall (Free Edition) for many many years and had absolutely no problems; that's one option to consider. Now that I got a new laptop with Windows 7, I'm using Windows Firewall (also Free), which got good reviews on CNET and other places. So far I'm happy with it.

Once upon a time I used Zone Alarm, however, I found it to cause issues. That's what led me to Sygate. Though that was years and years ago, so things may be different now. I did find at the time that it was really tricky to rid ZA from the system, and required a lot of manual poking around to delete rogue files.

Jan 23, 2010
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aj thanks for the reply
by: Anonymous

I could only find 1 program, in ZA's Program List, that was related: "Mobile to Go" (I think, something like that).

And I did grant that program "full rights" in the Internet Zone (Leaving the "Prompt Me" rights, in the Trusted Zone).

But it did not help anything. Whenever ZA is running, the first IE page to load "on connect" -- rarely displays completely, and IE cannot be closed, or the process killed:
the entire PC hangs up -- (an untrapped error). and requires a hard reboot.

However, I have been able to restart ZA a few times, without problems, AFTER the G3 Connection has been established -- but still have not figure the sequence of steps needed there -- because usually ZA will "hang" while updating virus defn.

I think Window's "Auto Updates" may be a factor here too. Things got more responsive, when I turned that off. It hogs the connection, when on.

Thanks for the Feedback aj. I am thinking about buying a new laptop. It's good to know the AirCard works with Vista (though I've read Windows 7 has issues).

I'm now looking at the ZA Firewall's Advanced Settings. It seems funny to me that all those checkbox permission setting (ftp, bios, server, etc) are "disabled by default". I know programming, yet have very little idea which settings to enable there, if any? I'm starting to think, I should scrap ZA, and find another Virus/Spyware solution, and just use Windows Firewall, for now. Internet is working, which is why I bought the Card in the first place.

Jan 23, 2010
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laptop
by: aj

James, my laptop has Vista on it, and it actually installed without any problems on it, so my guess is that it seems optimized for that OS. I didn't even have to shut off my firewall as I did with Windows XP. In XP I had to turn it off and then set it up to allow bbandb2go.exe (or whatever it is) as a trusted program after the install so it could activate my account.

Unless I missed something in your post, you may want to add that program to ZoneAlarm if it hasn't been added already. But then again, I only had the problem with the firewall when it was trying to activate so that may not be your issue.

I hope you can manage to get it to work without any more difficulties. I know how frustrating the whole ordeal can be!!

Jan 22, 2010
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got it to work on laptop -- sort of
by: james

after many frustratiing hours (days) I got Broadband2Go to work on my old Sharp Actius Laptop from 2002. Using it now to type this.

Here are some of what I had to do:

1) update laptop XP to Service Pack 2 (using another connection, and thumb drive to copy over SP2)

2) register my ESN device, from another PC, directly on the Virgin Mobile site. The use the assigned Account numbers (MSN, MSID) to manually activate the Air Card later, backfilling the #'s

3) the biggie: Entirely Turn off ZoneAlarm Firewall, prior to plugging in USB AirCard. Once connected, I've been able to turn on ZoneAlarm again a few times, but not consistently keep the connection. Still searching ZA firewall help/tips there.

4) Broadband2Go does seem to work with Windows Firewall on, with no problems.

5) after boot up, plug in AirCard, manually activate the Account with the Mobile Icon in the system tray (once). But do not use the Broadband2Go red "Connect" button to Launch the Connection, or the IE "handshake" back to VirginMobile will usually crash the PC.

6) after boot up, plug in AirCard, use IE to "make the connection" as the page displays. Immediately close the first IE page as soon as you see the Connection Balloon (handshake problem). Then Open IE again, and it will go to your default Home Page (google) with a quite fast connection.

7) Changing the "default connection" in IE Tools to auto detect the G3 connection, can be tricky given all the above hoop jumping above. It took me a few more "hard reboots".

8) Warning, Don't install either Service Pack 3, or IE 8.0, unless you want everything to stop working again. Although the intermediate SP 2.x patches seemed to help.

The connection is fast when it works. BUT I still haven't figured out how to get virus/spyware protection -- short of doing it off line manually, after hanging up ZoneAlarm, a few times to down load the lately defn files. Hardly ideal.

Still thinking about returning the AirCard, and maybe buying a new laptop(?). But given my current transitory situation, I sure would like to get the stupid Card to work, with my existing laptop.

FWIW, the tips/attempts discussed here, helped me to plow through this. so thanks all.

Jan 22, 2010
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Virgin Mobile Canada Broadband2Go Issues
by: PrepaidWirelessGuy

I completely understand how frustrated you must be! Given that you've successfully installed the modem and drivers and are able to connect, the speed issues almost always has to do with the carrier.

They really need to provide you with proper technical support, and stating that it's a Telus issue (even if that's true) is irrelevant; it's still their issue to help you resolve.

Virgin Mobile Canada runs on Bell Mobility's network (they're owned by Bell Mobility). That's not to say that where you're located you may be roaming on Telus' network. While that may add some complexity for Virgin to manage in terms of quality of service and speeds, it's still an important issue for them to address.

I'll poke around on the Virgin Canada site and see if I can send this discussion link to them; in the meantime, hopefully others who have had, and resolved this issue will respond.

Jan 22, 2010
Rating

Virgin Canada Broadband2go
by: Alan

I purchased the Broadband2go stick on Jan 2 2010 at a nearby Future Shop. I activated the stick that evening.
I have been unable to connect with speeds even one tenth the advertised maximum. Best ping response 908ms. Best downstream 0.1 mbps (up to 3.1 mbps advertised).
Best upstream rate 0.09 mbps (up to 1.8 mbps advertised). Told to expect calls back from "tech" reps.
Now told this is not a tech issue and is being escalated to complaints department.
Cannot look up usage online - must call customer service for usage details.
Customer service reps' responses are scripted and nothing can be offered to help.
I have not received 1-on-1 troubleshooting to resolve issue.
Two reps have so far said that problem lies with Telus' facilities, no recommended course of action.
Please help, I just want this to work.

Jan 06, 2010
Rating

Which Directories to Delete?
by: jlewis

AJ wrote:

by: AJ

In that time I decided to try one more thing, which was to see if there were any leftover directories, and there were. After deleting the Novatel Wireless directory, and one other, I tried to reinstall again, and this time it worked.

What was the "one other" directory." I am game to try anything.

Best regards,
Jeff E. Lewis

Dec 28, 2009
Rating

Virgin Broadband2Go Issue Resolution
by: PrepaidWirelessGuy

Thank you for your follow-up post! The information you provided is extremely helpful and will help many people I'm sure.

I've had similar troubleshooting experiences when contacting various PC manufacturers. Their default response is always to restore the computer to factory defaults, which means formatting the hard drive and using a recover CD or a recover partition. Having a lot of data on computers these days, as well as personal settings that take months to get the way we want them, starting off from scratch as a default troubleshooting approach simply isn't acceptable anyway.

Tech support should be more sophisticated, and help troubleshoot, even if it involves going into the registry, understanding conflicts with other major software/drivers, etc. If the default answer is simply to format your drive, then no live support is needed. Simply provide instructions on the IVR and website explaining how to restore the machine to factory condition ;-).

Anyway, thank you again for the follow-up. I hope after all of this trouble you ultimately enjoy the freedom of prepaid broadband!

Dec 26, 2009
Rating

Update to previous posts
by: AJ

I have discovered the root cause of my issue. I had a couple of services disabled in windows which the program and the system was dependent upon to complete the installation properly.

Deleting the directories did enable me to reinstall the program without the 1720 error, but because those services were disabled, the system was not able to update the phonebook and so the activation could not be completed.

This is poor error handling on the part of Novatel/Virgin Mobile's software and there is no excuse for this. Coupled with a tech support department that is so absolutely clueless (I solved these issues on my own), it's a wonder this service is in operation. Top it off with a tech support webpage which lists about three questions/answers which was absolutely no help whatsoever either. Their suggestion to reformat my hard drive is akin to lighting a cigarette with a blast furnace. They should have been able to provide these answers that I was able to finally figure out. Lastly, tech support would not even bother to follow Novatel's protocols for escalation. Maybe they are too embarrassed.

The service is nothing to write home about, but it will be convenient if not fast. I seem to be getting under 300k (the modem properties had max bps set to under 300, which I raised, but that did not help. Anyhow, good luck to anyone who has tech issues with them.

Dec 24, 2009
Rating

VM Continued
by: AJ

In that time I decided to try one more thing, which was to see if there were any leftover directories, and there were. After deleting the Novatel Wireless directory, and one other, I tried to reinstall again, and this time it worked.

When he got on the line, I explained that I solved their problem, and I expected some sort of compensation for the hours of aggravation and doing their work for them, and he offered me a $10 card, which I saw as an insult so I held out for more and got it but not until expressing some deep anger.

The story doesn't end there, however. This time although the activate issue was no longer a problem (I discovered that not having the firewall turned OFF caused this problem and had turned it off this time - you'd think they'd warn/remind you of the need for this and should not crash/freeze if not configured this way). There was a different problem this time. With the account activated, the connect button showed up as it is supposed to, but when I click on it, it errors out saying that it cannot update the phone book file. So I asked tech support (now almost 120 minutes into the call) what the solution to that is. He gave me links to a registry cleaner and another utility to clean up drivers (both of which are payware). I shouldn't have to pay to clean up the mess they created. I was expecting a Novatel utility for this, but no. I asked him why he couldn't just tell me the registry entries that might cause this issue and said that he didn't know and couldn't find out.

A search on the last particular error points to a possible issue with the rasphone.pbk file, but I could not manage to get anything to work, so it looks like another phone call to tech support tomorrow.

All in all, the most frustrating experience I have ever had with software, and I've been working with computers for over 20 years so I know my way around a bit.

Virgin Mobile's Broadband2Go is a great concept, but it is plagued by poorly written software and a less than competent support staff and website. They have serious problems.

Dec 24, 2009
Rating

VM tech support is hopeless, software is junk
by: aj

I have spent about 4 hours trying to get this thing to work.

When I first installed it everything went fine, until I tried to activate, at which point the thing just froze. So I attempted to uninstall and reinstall the program. The program would fail to reinstall - same 1720 error as previously noted.

I tried nearly everything including cleaning out the registry, as well as their suggestion of updating the installer, none of which heled.

While I was speaking to tech support the second time, they insisted that it was a problem with my computer and that I needed to reformat my hard drive - can you believe it? This is nuts. I asked him why it was able to install the first time without problems (the activation freeze issue aside) if there was a problem with my HARD drive. He still insisted that this was my problem and had no other solutions - SAYING IT WAS NOT THEIR PROBLEM. We went round and around for a while, and after 70 minutes into the call, I decided to ask for an RMA. He put me on hold for at least 10 minutes - they're not only incompetent, they're slow.

Dec 22, 2009
Rating

Same problem as everyone else
by: Anonymous

I installed it on my HP laptop running XP and it worked fine. I did a system restore with the restore CD and now it does not work. I am getting the 1720 error. I called tech support which is some idiot in India that does not speak English. All she could tell me is I need to update my computer. I have run every update possible and still nothing. It is obvious there is a common problem. You would think they would invest a little time and money to figure out what it is.

Dec 10, 2009
Rating

Broadband2Go Install Errors
by: jlewis@uic.edu

I bought Virgin Mobile's Broadband2Go. I installed the modem on a netbook .. it worked though the speed was very modest. Then the netbbok died, so I tried to install on an older notebook (Dell Inspiron 600m). I made many attempts, on one I was able to see that the modem was programmed to the correct account numbers, etc. I was never able to establish a connection. I called Virgin Mobile for support - not much help and still get the message that there is an error 1720 with the Microsoft Installer:

Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Custom action CopyML3UserGuide script error -2146828218, Microsoft VBScript runtime error: Permission denied Line 9, Column 1,
=== Logging stopped: 10/11/2009 10:20:28 ===

- On about the 5th call, VM said it was not their problem - no advice on how to fix it. At one point support suggested I update the Microsoft Installer - got the latest updates from Microsoft - but got the same error message.

Well, I got the netbook back from the factory (the hard disk had been reset) and was able to install Broadband2Go on the netbook.

My main complaint is that VM Broadband Support does not offer any suggestions about the "msi error" - I would be willing to copy the files and even go into the registry...

Summary: Modest Performance, but may or may not work. VM support fair to poor.

Dec 01, 2009
Rating

Total Thumbs down
by: chris goodfellow

Subsequent to my orginal post sept. 30th...not a word from Virgin to my many inquiries. I figure it isn't worth the hassle dealing with a virtual company that just can't be bothered....

Dec 01, 2009
Rating

I'm joining the crowd
by: Anonymous

I read all the comments before purchasing. But purchased anyway. Figured I know my way around computers I can get this to work. Guess what. It didn't work. The software installed about half way and then began to produce installation errors. I followed Virgin's advice to uninstall, then reinstall. But to no avail. I then tried to install on another computer (both with XP) and it installed fine. Obviously there is a problem with this product. For some it works great but for many it is useless. So if you want to try it, it might work great for you... or it may be worthless junk.

My suggestion if you want this service (which in concept is outstanding) is to buy it from a dealer with a good return policy and try to install and use it. If it works -- great. If it doesn't -- take it back. For what it's worth, the tech help line at Virgin offers very limited suggestions. Perhaps their ideas work for some, but it seems to me that the paces they run you through don't begin to address the fundamental issue.

Nov 16, 2009
Rating

BEWARE Virgin Broadband2Go
by: Anonymous

Hey,
I've had the same bad experience. Was on the phone hours tonight, spoke with 12 different people to be finally told no one at phones in the Broadband2Go division. I think they should reimburst me for all the minutes I used on my cell phone and buy me a bottle of wine for all the frustration. They told me originally the other day it was because I did not have Service pack 2 on my comp. So I went to a wireless place and downloaded that, but that was not the issue. virgin mobile does not offer a good product. I'm sorry I have taken the time to work with it, Now I still have to drive 1/2 hour back to town to return it. Will they even take back the $20.00 card? What a waste of time and money. If anybody is reading this beware!!!! Don't buy it.

Sep 30, 2009
Rating

Virgin Prepaid Broadband Trouble
by: PrepaidWirelessGuy

Your experience is extremely disappointing, and seems to be a trend with the Virgin product. It's really unfortunate b/c they're on a fantastic (Sprint) network, which gives them an advantage over many other players.

I had previously posted a question on Virgin's Q&A section of their website, however, I never received a response.

Ready Mobile is also on the Sprint network, which may be an option to consider. Also, if you're in a Cricket coverage area, they have a good product with great pricing. If you haven't already, you can review the various options here: Prepaid Wireless Broadband Plans

It's my understanding that Branson sold Virgin Canada to Bell Mobility, and Virgin USA to Sprint, so there will be no help from him ;-).

If Virgin continues to experience these problems, their broadband product won't last too long. Anyone have a good experience with it? Perhaps happy customers don't tend to post(?)...

Sep 30, 2009
Rating

Problems installing MC760 on XPPro
by: Chris Goodfellow

On September 29th I went to Best Buy in Burlington Vermont to buy a Broadband2Go card for use while I'm in the states. The card would not install on my HP Tablet 2710P running XPPro with all updates. I went back to Best Buy...their Geek Squad could not get it to install. Simply put the install software would not run. We could see the new drive in file explorer but the drive is empty. We tried on another Dell XPPro laptop. Same issue. We took another card and tried it thinking that perhaps the software was not pre-loaded on the card. It did not work. I suggested try it on a Vista o/s. Lo and behold it installed right away. Best Buy's geeks were flummoxed.
We searched Google for solutions. None. We could not find on Virgin's site a downloadable package of drivers to run separately.
I left still disappointed even after getting a refund for the card as I thought this is an ideal solution for short term users. Has anyone got any solutions for me? I'm truly surprised Virgin has nothing on its site to download the drivers and their software separately (BRAINLESS)... C'mon Sitr Richard get the act together and get a team in place to make this work!
goodfellow@bahama.com

Sep 23, 2009
Rating

Haven't been able to get USB modem to work
by: Anonymous

Ongoing issue on September 22-23, 2009: Bought VirginMobile USB Broadband2Go from Best Buy. Tried it on two different laptops without success. Both times the software would download without a problem, but when I tried to "Activate" the device it failed.

Called their "800" number and was told the system was down. I inquired how long the system had been down since my efforts had taken place over two days and I was told "within the last hour". They told me to call back.

I'll try one more time and then return it to Best Buy if it still doesn't work. There are other devices out there for me to try than continue to get frustrated with this one.

Jul 07, 2009
Rating

Problems with Virgin Broadband2Go - Disappointing!
by: PrepaidWirelessGuy

That's very disappointing that you had problems with their new prepaid broadband offering. I'd be interested to know what specific problems/errors you had?

Installing new hardware on a computer can often result in issues, so hopefully this isn't an indication that most people will also have problems; i.e. I hope your situation is "special" ;-). I hope that you were able to find another solution to meet your needs during your visit?!

A lot of companies are moving away from offering PC Cards in favor of USB modems due to just this issue. USB modems tend to have more universally compatible drivers and generally less issues during installation. The sad thing is that this IS a USB modem and you had problems nonetheless...yikes!

I personally prefer PC Cards, however, I have experienced a situation where the same card worked perfectly fine on one computer, but not on two others, and I was never able to get it work.

Hopefully Virgin's hardware doesn't cause problems for a lot of people. Any other people have good or bad experiences with Virgin's new prepaid broadband offering?

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