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General Questions

What is Broadband2Go?

Broadband2Go is Virgin Mobile's 3G nationwide wireless internet service.
With Broadband2Go, you can connect to the internet from almost anywhere in the US - without having to search for WiFi or hotspots.
Just buy a USB device, plug it into your laptop, choose a plan, and you're good to go. Pay with cash (Top-Up), credit, or debit. There are no long-term contracts or activation fees and you can change plans as your needs change.
Use your Broadband2Go service to work, shop, chat, and more - all at lightning-fast speed.

Where can I connect to the internet with Broadband2Go?

You can connect to the internet from anywhere on Broadband2Go's nationwide network. That means you can log on from almost anywhere - home, work, at the library, in the airport, at your favorite pizza spot, even outdoors at the park.
No need to search for a Wi-Fi hotspot or anything like that. Broadband2Go covers more than 4,300 cities (including 480 airports) across the country.
To see coverage in your area, check out our coverage maps.

What can I do once I'm online with Broadband2Go?

You can surf the internet, email, IM, and everything else you would normally do when connected to the internet - work, shop, play, chat, and more.
Please refer to the terms of service to see our policy on connections and abuse policies.

What download and upload speeds can I expect using Broadband2Go?

As long as you're receiving coverage, you'll experience upload/download speeds similar to basic DSL - about ten times faster than using a dial-up device.
For you technical folks, average download speeds are 600-1400 Kbps, peaking at 3.1 Mbps. And average uploads speeds are 350-500 Kbps, peaking at 1.8 Mbps.

Can I receive EVDO Rev A service with Broadband2Go?

Yes EVDO Rev A speeds are available depending on coverage in your area.

Which network does Broadband2Go use?

Your Broadband2Go device connects to Sprint's EVDO Rev A data network.
Under Virgin Mobile USA's arrangement with Sprint, Virgin Mobile USA customers have access to broadband service with average downlink data speeds between 600 and 1.4 Mbps and average uplink speeds between 350 and 500 Kbps.

Where can I buy a Broadband2Go USB device?

For info on where you can buy a Broadband2Go USB device, click here.

What size microSD card can I use with my Broadband2Go device?

The USB device supports microSD cards up to 16 GB.

What should I do if my Broadband2Go device is lost or stolen?

Don't panic. Take another look around and try to find it. If you still can't locate your USB device, let us know right away and we'll suspend your Broadband2Go service. That way, no one can use up your remaining balance.

Using Broadband2Go

How do I launch the Broadband2Go software?

There are two ways to launch the Broadband2Go software:
1. Double-click the Broadband2Go icon on your desktop.
or
2. Click Start > Programs > Novatel Wireless > Virgin Mobile > Broadband2Go.

How do I check how many megabytes I have available?

Your Broadband2Go account page will automatically appear whenever you plug the USB device into your computer. Your megabyte balance will be displayed right on that page. You can also check your account anytime by logging in to My Virgin Mobile.

How do I access the user guide that was installed with the Broadband2Go software?

You can find the user guide on your computer by going to: Start > Programs > Novatel Wireless > Virgin Mobile > Broadband2Go User Guide.

Are there any size limits when it comes to uploading and downloading files?

You need to have enough megabytes in your account. That's all.

How can I get the most out of my Broadband2Go service?

Here are a few tips to maximize your megabytes:
1. Disconnect the Broadband2Go device when not in use.
2. Make sure you know which programs on your computer make use of your internet connection and close any unnecessary programs.
3. To check the number of megabytes you have available, log in to My Account from the Broadband2Go menu.

How do I remove the Broadband2Go software from my computer?

Here's how to remove the Broadband2Go software from your computer:
1. Close the Broadband2Go program. (Right-click on the icon in the system tray and select Exit.)
2. Go to Control Panel > Add/Remove Programs and click on Novatel Wireless.
3. Click Remove.
Note: You will need to have administrator rights on your computer to remove the software.

What should I do if I can't access a certain website or one of my programs doesn't work?

We'd love to hear from you how we can make Broadband2Go better. Send us an email at ourteam@virginmobileusa.com.

Activation

How do I activate Broadband2Go service?

1. Plug it into a USB port on your laptop.
2. Register your device online.
3. Choose the Broadband2Go Plan you want and pay with cash (Top-Up), credit, or debit.
4. Start surfing, emailing, and more.
There are No Monthly Commitments. Pay only for what you need.
In addition, you must have administrative rights on the computer.

How do I install the Broadband2Go software and drivers?

The Broadband2Go software and drivers will install automatically when you insert your Broadband2Go device into the USB slot on your laptop for the first time. See the user guide that came with your device for more info.

Account

Do my megabytes expire?

Yes. Depending on your Broadband2Go Plan, megabytes will expire 10 days or 30 days after you buy them.

Can my account expire?

Yes. If you go a whole year (365 days) without buying a new Broadband2Go Plan, your account will expire. If that happens, you will lose any unused megabytes and you will have to re-register for Broadband2Go service if you try to re-connect to Broadband2Go.

What's an Account PIN?

Your Account PIN is the 6-10 digit secret code you created to access your account. You need your Account PIN to log in to your Broadband2Go service, buy a new Broadband2Go Plans, check your account history online, and do almost anything else with your account.
Make sure you have your Account PIN written down somewhere so you don't forget it. And never share your Account PIN with anyone - it's the key to your account.

I forgot my Account PIN, how do I find it?

If you forgot your Account PIN, click here, and we'll send it to your email address.

Payment and Pricing

How much does Broadband2Go service cost?

Click here to see our Broadband2Go Plans.

How do I pay for my Broadband2Go service?

You can pay for your Broadband2Go Plan with cash (Top-Up), credit, or debit. Click here to see our plans.

How do I buy additional megabytes for my Broadband2Go Plan?

You can buy a new Broadband2Go Plan here on our website or using the Broadband2Go software. You can pay for your plan with a credit/debit card or cash (Top-Up cards).

How do I pay for my Broadband2Go Plan using a credit or debit card?

You register a credit or debit card with Virgin Mobile you can use it to pay for your Broadband2Go Plan. Here's how:

Here on our website
Log in to My Virgin Mobile with your Broadband2Go account number and Account PIN. Then choose a Broadband2Go Plan, and choose to pay with your credit/debit card.
or
Using the Broadband2Go software
Plug your Broadband2Go device into your computer and connect to the internet. Choose a Broadband2Go Plan, log in, and choose to pay with your credit/debit card.

How do I pay for my Broadband2Go Plan using Top-Up cards (cash)?

First, buy a Top-Up card from a store near you.
Then, apply the card to your Boradband2Go account. Here's how:
Here on our website
Log in to My Virgin Mobile with your Broadband2Go account number and Account PIN. Once you Top-Up, you can use your cash balance to buy additional megabytes of wireless internet use.
or
Using the Broadband2Go software
1. Plug the Broadband2Go device into your computer and connect to the internet.
2. Go to the Top-Up section of the My Account Window and enter the PIN number from your Top-Up card.
3. Once you Top-Up you can use your cash balance to buy additional megabytes of wireless internet use.

Compatibility

Will the Broadband2Go software and USB device work with my computer?

The Broadband2Go software is compatible with Windows XP and Windows Vista.
You'll need an available USB port to plug the device into your computer. And you'll also need administrative rights to install the software and drivers.

Troubleshooting

My Broadband2Go USB device won't connect. What should I do?

Here are a few things you can try:
1. Check your USB device to make sure it's inserted into your laptop's USB port the right way.
2. Try restarting your computer.
3. Uninstall the software by going to Control Panel > Add/Remove Programs, and then reinstall the software.
4. Make sure you've installed all the latest Windows updates.
5. Try going through the activation process again.
If you're still having problems, give us a call at 1-877-877-8443.

Why do I see the message "No device detected" when I run Broadband2Go?

Check your USB device to make sure it's inserted into your laptop's USB port the right way.
If that's not it, try this:
1. Exit the software.
2. Remove your USB device.
3. Restart your computer.
4. Restart the Broadband2Go software.
5. Reinsert your device.

Why do I keep seeing the message "Searching for network" when I run the Broadband2Go software?

If you're seeing this message, it means that you are outside of the Broadband2Go coverage area. To check coverage near you, click here.





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