Whirlpool

I've just got my mobile broadband kit and it's not working on my MacBook. And yes it's running 10.4 software so it is compatible.

To test whether it might have been the modem or my MacBook I plugged it into my Vista PC and it ran through the setup process fine and connected.

The error I am getting on my MacBook is "Connection Failed!"

The tech support guys reckon it is my MacBook that's stuffing up because it works on Windows. But I can't find any underlying issue for what would be causing it to not work.

The signal is fine, I get full bars and it's flashing green to indicate it has a signal.

I've uninstalled it and reinstalled it and still the same problem.

Has anyone encountered this error before and if so how did you resolve it?

I had issues getting 3 mobile broadband with the USB modem to work on my iMac. In the end I just tried some other options and realised that the instructions they give you are incorrect.

What they have wrong is when you are in the Network setup – you do not choose their modem name in the drop down list of vendors – what you have to do is:

click Advanced from the main set up screen and for the vendor you must chose Generic and then for the Model select GPRS (GSM/3G) and then in the box labelled APN: you must type "3netaccess" without the quotation marks of course. CID should be set as 1. I just noticed you are with Virgin though, so type in whatever their access name is.

This works perfectly and I have since seen a website showing this as the correct way to set up your 3 internet. The official 3 instructions are quite wrong, and that always makes things easy – especially when for more help, rather than putting FAQ's on the CD they give you a web address!

Good Luck.

Same problem with me, the modem we got is the brand new one released on Friday. I've tried the solution posted above and it didn't work for me.

Is anyone else having the same problem? I'd be willing to be it's everyone on a mac that's signed up since Friday.

oldbeamer writes...

Is anyone else having the same problem? I'd be willing to be it's everyone on a mac that's signed up since Friday.

Well I did sign up on Friday as well.

I've resorted to completely formatting and re-installing my Mac to wipe out any potential issues.

So i'm stuck paying for a product at the moment i'm not even using.

Just found this /forum-replies.cfm?t=1007363 but I'm at work and can't try it. Has anyone else?

Hi, I am having problems with this modem on os x 10.5.4 (recently upgraded this week for iphone) from Vodafone. I bought the modem in April 08, it worked for a couple of months then about 4 weeks ago, got flaky, then stopped working at all about 3 weeks ago. The green light flashes then stops, the error message varies between 'The modem has unexpectedly hung up. Please verify your settings' to 'no contact could be made with the data card or modem. Please check that the device is not already in use...'

I went through reinstalling the software (first with software on included cd, then with downloaded later version), removing the sim, etc with vodafone customer service over the phone, to no avail. They told me to get a replacement modem. I took it in today and they replaced the sim, which didn't work, and put a modem on order.

I am a bit worried that a new modem won't fit the problem, but will check back here and post any updates I get.

Macbook Pro OSX 10.5.4, Vodafone Huawei E220 USB Modem.

Ok i've just finished reinstalling OS X all over.

Now I get an error:

Internet Connect
Could not negotiate a connection with the remote PPP server. Please verify your settings and try again.

But this is fresh out of the box, I shouldn't have to touch the settings!

Ok seems i've narrowed my problem to it not authenticating me.

If I use the Internet Connect menu I can see it dialing then establishing the connection but it fails on authentication.

Any ideas?

Carl B writes...

Ok seems i've narrowed my problem to it not authenticating me.

If I use the Internet Connect menu I can see it dialing then establishing the connection but it fails on authentication.

I had the exact same problem, and I'm pretty sure I did the same as libertine did. (can't remember exactly, it was a couple of months ago).

Basically the MacOSX instructions are a bit wrong. I looked at the screenshots for the windows setup and found the equivalent fields in the System Preferences, fixed them up and it was all good.

In System Preferences -> Network -> HUAWEI Mobile:
Configuration: Default
Telephone Number: *99#
Account Name: <leave blank>
Password: <leave blank>

Click on the 'Advanced Button', then on the Modem tab:

Vendor: Generic
Model: GPRS (GSM/3G)
APN: 3netaccess
CID: 1

The other advanced settings leave as they are.
(thats with Leopard, I think Tiger was similar)

The '3netaccess' bit was all I really needed to change, so for Virgin, have a look at what they put in the windows screenshots (if any) and look for something similar.

qwijibo writes...

Click on the 'Advanced Button', then on the Modem tab:

I don't get the Advanced button. I'm using Tiger.

Also: /forum-replies.cfm?t=1013970

So no point me ringing in at the moment to the help desk!

Hey guys,

i also recently signed up on Friday. I have a MacBook Pro running 10.4. I tried calling Tech Support but i was on hold for over an hour and i gave up. I try to connect and it comes up with the 'PPP Server' error. Keep me posted on any developments with this. Is this just a server problem with Virgin or a fundamental problem with the modem and 10.4? Thanks,

I'm thinking this is a problem with the modem's compatibility with the Mac because it works fine on my Vista PC.

Kind of a useless product to me if I can't get it to work on my MacBook so if I still can't get it to connect i'll be demanding a penalty free exit.

Thanks for the info. I was thinking along the same lines. If it's not working by the weekend i`m going to give it back (for free!).

Are there any other companies offering a deal like this? The Vodafone one is the same except that they have excess usage fees instead of just reduced speed.

I'm actually just considering upgrading to Leopard and using Boot Camp to use Windows on my MacBook.

I would prefer not to but I want this bloody thing to work.

Woah! That seems a pretty drastic measure to me. Ha! I`m not into using Windows on the Mac just yet. I have a PC for that. I`ll keep digging for a solution till the weekend......

I'm at work again so I'm not going to be much help but has anyone tried what's described here?

http://forum.huawei.com/jive4/thread.jspa?threadID=322226&tstart=0&orderStr=null

To make matters worse I can't get thru to tech support this morning because the lines are engaged.

i`ve never managed to successfully get through to Tech support....

Im having the same issue with my connection. I was able to connect 5:30 am this morning but when I tried connecting again around 10 am I recieved this error on my macbook. Where about is everyone located that is having this issue? Im in the Marsden (S.E. Queensland) area so Im wondering if they updated the local authentication server and didn't test the configuration properly.

We're in Melbourne.

Sydney

Ok i've just tried on my Vista PC and i'm getting the same Authentication issue.

So I suspect i've got it correctly set up on my MacBook now but the authentication may be related to the outage at the moment.

We won't know until the outage is resolved I suppose.

Digging around on that site that oldbeamer suggested almost gives a few answers....maybe..... http://forum.huawei.com/jive4/thread.jspa?threadID=322226&tstart=0&orderStr=null

Can someone give me the original Mac app files that come on the Huawei E169 modem? For some reason i think mine are corrupted.....

The ones from the Huawei link at the bottom of the previous thread of this page should work to reset your modem.

You'll need a Windows PC to install them though and it will set it up with default software.

The only difference I see between the one at the Huawei site and the Virgin software is that the Virgin software has the connection settings pre-set. As they don't work there doesn't seem to be an appreciable loss of worth.

New thread started for the E169 :

/forum-replies-archive.cfm/1014738.html

Thanks. Hopefully someone will come to the rescue! lol

Ok here's the story.

Was just on the phone to tech support and they've acknowledged widespread problems with the Huawei dongles on Mac OS X.

So they're sending me out the older modem until the issue is resolved.

So if anyone is having the same problems I was getting I urge you to call the support team!

Hope that helps.

so is this a virgin issue or E169 issue? is Optus' E169 having the same issue? what baout 3's E169?

It's the E169 and Mac OS X in general. So contact your ISP if you've got issues and let them know.

The lady on the phone was pretty good about it she said they've been fielding a lot of calls about it.

I've got no idea whether or not Huawei is fixing it or not but lets hope they do.

Carl B writes...

I've got no idea whether or not Huawei is fixing it or not but lets hope they do.

I posted this in the other thread on the same topic: /forum-replies.cfm?t=1014738#r8

Well,

I applied the firmware patch from Huawei shown at the bottom of this thread:

http://forum.huawei.com/jive4/thread.jspa?threadID=322226&tstart=0&orderStr=null

And the fixes to the options file I described in the following thread:

/forum-replies.cfm?t=1014738

And the modem is working fine on an older MacBook Pro and a newish Macbook when it didn't work fine on either before the fixes were applied.

I should note that I've not been using the connection client supplied by Virgin. The standard OS X way of connecting works fine without the need for any further, branded, software.

oldbeamer writes...

I applied the firmware patch from Huawei

Cheers oldbeamer, i've already got my replacement modem coming so I'll wait for the official update from Virgin on the matter.

Can't be stuffed buggering around with config files and the like at the moment.

good to see it resolved. now I can get my 1GB optus wireless plan. :)

I've always been able to connect by using the Network Setup Assistant and creating a new location within that each time. It's frustrating as hell but it works. I'm using it right now.
Don't use the Virgin software, go to Network Prefs and add the Huawei mobile onto the thing on the left. Then use the "Assist Me" function. Make a new location. Select telephone modem. Select "Huawei Mobile" (not "Huawei Mobile-" which somewhere appears). Then select the other Huawei one in the next drop down menu. Continue, enter VirginBroadband as the Account Name and virginbroadband as the password (not sure if this is actually necessary, I just realised I've never tried without!)
Then try dialling. It doesn't always work so you might have to try again, but it always works eventually.
And now you know what I mean by frustrating.

(I should also state I have no idea what I'm doing here or why it works, but it does!)

How long until there is a fix that doesn't require a Windows PC (which I don't have!)?

i took my new E169 into the Virgin store in Sydney and said i run Mac OS 10.4 and their modem doesn't work. They said they knew of this problem, but they do not know what is causing it. They swapped it for one of the old E220 modems without any questions and now it works fine. Go figure.....

oldbeamer I tried your suggestion but it's still not working for me, guess i'll just have to use the E220 until they resolve this problem.

Carl B writes...

oldbeamer I tried your suggestion but it's still not working for me, guess i'll just have to use the E220 until they resolve this problem.

you mean the new firmware didn't work for you?

ShArP  writes...

you mean the new firmware didn't work for you?

Nope. Using Mac OS X 10.4

Well i've bought Mac OS X Leopard and i'm going to use Boot Camp to put Vista on it (I can hear some of you shuddering from here) to use my Virgin mobile service.

Can't be buggered mucking around trying to get it to work on the Mac side of things so i'll stick to the tried and tested method!

I wished I read this forum before I bought the Virgin broadband mobile last week.

I've got the same issue as most people.
Works perfectly on Vista but doesn't work on my MacBook OS X 10.5.4
I also nearly installed Windows XP via boot camp on my Mac, but talked myself out of it.

Late last week, I spend an 1.5 hrs on hold just the find out that the E169 doesn't support Macs. They suggested I return my E169 for the E220. I'm in Perth so I don't have the luxury of walking and swapping it at a local store. Does anybody know if the E220 is going to work? I've been reading the forum and it appears the E220 has problems on the 3 network... just wondering if this is going to be an issue on the Virgin network... I don't exactly want to be without internet.

Also, does anybody know when the patch is going to be available for the E220? I rather do a patch then wait a week to swap modems via 'snail mail'.

Thanks!

yonglonglai writes...

Does anybody know if the E220 is going to work?

It does work on Mac but the problem I have with the E220 is it doesn't utilise the 900MHz spectrum.

So i've got no choice but to use Windows until a fix for the E169 is found.

Perhaps Virgin should make this absolutely clear on the sign up process because had I of known this at sign up I would have never got the product in the first place.

As soon as I get my E220 i'm going to attempt to call them an arrange a credit for the two weeks of non-service that I haven't been able to get.

I'm a little dis-illusioned to calling again because last time I was on hold for over 45 mins and this was after I was previously on hold for around 20 mins and the line cut out. After being with a provider like Internode i'm not used to being on hold at least without a callback feature.

So Virgin in my books you're not off to a good start with me.

Edit: I still haven't received the E220 after phoning them last Thursday for a replacement. What is going on Virgin?

Does Virgin have a customer service email address? I don't have time for hours on hold.

Carl B writes...

So i've got no choice but to use Windows until a fix for the E169 is found.

I thought fix was found.

/forum-replies.cfm?t=1013363&p=2#r32

ShArP  writes...

I thought fix was found.

And it's still not working for me. I followed it exactly and still the same problem.

Well I just got off the phone to Virgin again. They must have "lost" the details on sending out my replacement modem because now they say 2 -3 business days until I get the new one.

So that will be a total of 3 weeks with unusable wireless services. I hope I get a bloody credit otherwise i'll be seriously annoyed. Not off to a good start here Virgin, i'm not used to this shoddy service.

Hi Carl,

It DOES work for me on two Leopard Macs.

The modem supports the Mac fine, it's just that Virgin doesn't know how to set it up and so can't help their users.

They never got back to us although we filed a tech support query about it and were assured we were going to get a phone call last Thursday. Like all Telcos nowadays, more than happy to take your money, not so good at providing the service you pay for.

Whatever you do don't sign the direct debit agreement!

Has anyone tried the steps I explained earlier and had success?

oldbeamer writes...

It DOES work for me on two Leopard Macs.

I'm picking up my copy of Leopard tomorrow from the courier so i'll try again when I get it. I'm loading Vista on Boot Camp anyway so if all else fails i'll just use Windows.

Whatever you do don't sign the direct debit agreement!

I've done that once before, never again!

Hi there Carl...one way to get the Virgin E169 USB modem working and also provide VOIP as a standalone by using a Netcomm Voice adapter is to use the Billion Bipack 7402GXL as a very good 3G and ADSL wireless router...and set it up to run the modem...because if you use the Router, all of the handling of the USB modem is done by the router, and then you just get the Internet delivered by the Router...then if you get the Netcomm Voice adapter you can set that up to handle a Mynetfone.com.au account...

I have just done all of this so if you search my posts you will see my struggles to get this done...so if I was to do it all now it would only take an hour to set it all up instaed of the days off and on as it has been...

Just today I got my full setup running, so I will paste my last post below here which explains how to set up the Billion router...

hope it helps..

Regards,

fosss
===============
OK!!!!...here is the latest...after very much f'n around and some hours fiddling...the final result is that I am connected to the internet via wireless router with my Virgin E169 USB modem

I am also connected to Mynetfone Voip...

Hoo-bloody-ray!!!

Boy...has this been a steep learning curve...However if you do the right thing and get the correct advice then the process is dead easy...

Here are the instructions for the Billion Bipac 7402GXL 3g router

First off, after you get your Billion 7402GXL 3G USB compatible Router, log onto the router at 196.168.1 254 and upgrade the firmware via cable LAN using this firmware
http://au.billion.com/forums/index.php?act=attach&type=post&id=2248
Then go to quick setup and select 3G, click next and enter VirginBroadband in the APN box and in the Auth Protocol box select Pap

Do not enter any username or pin number or password... and thats it...CONNECTED!!!

I have made several calls using a Voip adapter and it all works brilliantly...

I have made another reflector antennae using a metal Wok (not lined with alfoil or anything and it looks quite acceptable) I got it from Crazy Clarks for $6.99 and have set it up facing the signal area and have placed some tape across the wok from edge to edge and have stuck the USB modem in the middle..It took 2 minutes to do...1 minute to mount the Wok in position using the handle to anchor it to a stand...and the another minute to fasten the 50 mm clear packing tape from edge to edge...and then I stuck the modem in the middle...this holds the modem securely and mounts it just the right distance from the Wok and that's about 70 mm....it works really well and adds 3 bars to my signal
when I upgraded the fimware I was hooked up in less than a minute...

The guys who sold me the modem mumbled something about maybe the firmware is wrong...but I rang Billion support and he said to upgrade the firmware...and I have either HSDPA or UMTS connected and no dropouts yet...

that's it...it can be done...it can be done easily and in real terms it can be done in less than 15 minutes including firmware download and upgrade...

hope this helps someone...

fosss

fosssil writes...

.because if you use the Router, all of the handling of the USB modem is done by the router, and then you just get the Internet delivered by the Router

What is the point of having a MOBILE service if I have to lug around a router? Kind of defeats the purpose!

I already have a working Internode connection at home the purpose of the Virgin Mobile broadband was for when i'm out of the office on the road.

I'm just gunna wait till I get the E220 and go from there.

hm... I thought you may have wanted to use Voip at home

fosssil writes...

I thought you may have wanted to use Voip at home

nope not me... you must have me confused with someone else in the thread.

So the good news is that we have a firmware patch available now that has passed all of our testing and resolves this issue with Mac OS X systems. The fault was a bug in the way the Mac driver attempted to authenticate on our network, and meant that whilst it was connecting properly, the authentication response was not being processed properly and the connection was being dropped.

The 'bad' news is that the firmware patch is only available as a pair of Windows executable files. Whilst we will be making these available as downloadable files from our web servers, we understand that a number of customers may not have access to a Windows PC to apply the patch before using the modem on their Mac.

The process for resolution to this is as follows:
1. For those who we have already been in contact with us about this issue, and we have taken your details, please do not call us. We will be contacting you again shortly to discuss the process to get your E169 upgraded as a priority, and we'd really appreciate your patience until we get in touch over the next few days. If you have not received a call or email from us by Sat morning, please email me on robert.tihanyi@virginmobile.com.au with your details and I will follow up. Please do the same if you have been offered an E220 but are yet to receive it, so are currently without a service. Naturally we will offer compensation for any time you have not had access to the service at all.

2. If you have not been in touch with us previously but have access to a Windows PC to apply the patch please email a request to receive the firmware to support@virginbroadband.com.au, with the title "E169 Mac OS X Firmware". We will send you an email with links to the files and instructions on how to apply them. We will not be loading this information onto our website as this issue will only affect Mac customers who have the first batch of these modems (the ones being shipped from Monday onwards will already have been updated), and we wish to limit any confusion for those who are not affected.

3. If you have not been in touch with us previously and don't have access to a Windows PC at all, even to borrow a friend's or use a work/school one, then we will have to arrange to upgrade your modem for you. Since you own the modem outright, we will require you to send it specifically to us, and wait for us to upgrade and return it. We would naturally not charge you for the time you are without the modem.

Robert – a long shot, but are you aware of the Optus issue with the E169 on Mac as well? If so, would this be the same issue and solution (ie. firmware patch)?

Thanks!

Thanks Robert, i've just emailed the support address requesting the firmware patch.

Does Virgin ever respond to emails? This is getting fricken ridiculous.

To use this damn E169 I had to get a copy of 10.5 and install Vista on Boot Camp. I'm not impressed Virgin this is completely unsatisfactory.

You run a great Airline but when it comes to a telco you well and truly dropped the ball with me.

Ok finally got the updated firmware and all is well now.

By the way if you're still waiting for the firmware upgrade link here it is:

http://download.virginbroadband.com.au/E169_Upgrade_B409.zip

Thanks Carl !!!

It's pretty easy... just run the part 1 file then the part 2 file after! took about 5-10mins for the update

After the past couple of weeks I managed to get the virgin wireless broadband modem (E169) to finally work on the MacBook!!!

Haven't had much time to actually go online on the wireless yet, but the 10-20mins I was using it worked perfectly on the Mac, so I'm happy.

yonglonglai writes...

After the past couple of weeks I managed to get the virgin wireless broadband modem (E169) to finally work on the MacBook!!!

Get in contact with support to arrange a credit for the downtime as well.

Robert Tihanyi writes...

the ones being shipped from Monday onwards will already have been updated

Just in case anyone is still having trouble, this would appear not to be accurate. I received my E169 yesterday (replacing the older Option) and it was not shipped with the new firmware.

I called support and after 50 minutes on hold, was told to update the firmware. They were not able to tell me how to check if the latest firmware was already on the device.

After updating the firmware, the E169 seems to be working well.

Apparently not.

I just picked mine up from the Sydney store yesterday and I am having the same issues. Downloading the update and going to use a friends PC to apply it :/ Hope it works.. tech support is incredibly horrendous to get through. And I thought Malaysian ISP tech support was bad LOL

Carl B writes...

Not off to a good start here Virgin, i'm not used to this shoddy service.

Get used to it, its the Virgin way.

How can I tell if my new E169 has the mac patch or not? pls advise.

Bashar writes...

How can I tell if my new E169 has the mac patch or not? pls advise.

If it works on your Mac then it has the patch, if it doesn't then it doesn't have the patch.

As fuzzys found out above, Virgin is obviously still selling old stock without the new firmware update.

The link to the download on the previous page of this thread fixes it.

Dancing Bear writes...

Get used to it, its the Virgin way.

Well I haven't had to call them since I got the patch sorted so hopefully I won't have to call them anytime soon.

My service is still running well here in Cairns.

I downloaded Diggnation the other day and it came down at 50kB/s which is what it should be running at so i'm content with the connection.

Carl B writes...

Carl B...Bashar writes...If it works on your Mac then it has the patch, if it doesn't then it doesn't have the patch.

Cant you tell if it has the patch or not from the version number of the application?

Bashar writes...

Cant you tell if it has the patch or not from the version number of the application?

I've got no idea to be honest.

I found it out and upgraded mine.
Go to Tools then Diagnostics.
If the firmware is 11.314.13.00.000 then you dont have the mac os x patch applied yet
If the firmware is 11.314.13.00.261 then you have the mac os x patch applied.

The Dashboard is still the same version: 11.030.01.01.261

Hi there, I'm about to sign up with Optus wireless (urrggh-I've got ADSL 2+ here but we're moving) and I've got a Macbook Pro 10.5.4. Does anyone know if Optus modems are shipping with the patch to fix this problem?

texanaussie writes...

Hi there, I'm about to sign up with Optus wireless (urrggh-I've got ADSL 2+ here but we're moving) and I've got a Macbook Pro 10.5.4. Does anyone know if Optus modems are shipping with the patch to fix this problem?

I bought mine on Thursday, prepaid. Don't know if the post-paid any different.

Dashboard Version – 11.201.07.01.74
Software version – 11.314.11.00.00
Hardware Version – CD57TCPU

The software it installs is not desirable, so I recommend you don't install it. Find another way.

Carl B writes...

If the firmware is 11.314.13.00.261 then you have the mac os x patch applied.

Hi,

Just purchased E169 on virgin prepaid and have got it up and running on my pc but I am trying to get it to run on OS 10.5.4 on flatmate's macbook.

Edit: OS is actually OS 10.5.5

Unfortunately I am getting the "connection failed" error.

I have checked the firmware and it seems to be the one with the patch that is meant to fix this error – i.e. 11.314.13.00.261.

Does anybody have any suggestions about what might help here??

cheers

H

Hugh Magoo writes...

Unfortunately I am getting the "connection failed" error.

I find I often have to try 3 or more times before I get a decent connection. I have no idea why this is, but it's pretty consistent. I get 619 errors, get sent to the "you have no credit" page, and various error messages about the modem, dial tone and authentication. I just ignore them and keep trying and I usually get a connection.

Sometimes I can't get it to work so I try a reboot, and occaisionally that works – whether it's because the huawei driver is rubbish or just a timing issue I can't tell though.