1. What do the Lights on the modem mean?
There are 5 lights on the modem (controller):
RX (Receive)
Flashing Orange - No Signal
Solid Green - Receiver Locked
TX (Transmit)
Off - Transmitter Disabled
Flashing Green - Coming Online
Solid Green - Transmitter Enabled
Net
Flashing Orange - Offline
Flashing Green - Coming Into the Network
Solid Green - Online, Ready to Surf
Status
Green - Booting Up
Off - Normal Behavior
Red - Modem Failure
Power
Off - No Power/Hardware Fault
Solid Green - Normal Behavior
2. How do I move the dish?
Moving the dish is easy! Simply stow the dish, power down, and move. Once moved, restore power, wait for the system to boot, and press Find Satellite.
* The dish must have a clear view of the southern sky in its new location.
3. I cannot Send/Receive E-Mails.
To get started using email, you’ll need to change your outgoing mail server to mail.rigmail.ca. Follow the steps that correspond to the mail client you are using:
Step 1 - Go to Tools > Accounts.
Step 2 -
Select your email account and click Properties.
Step 3 -
Go to the Servers tab, and edit the outgoing mail server to mail.rigmail.ca.
Step 4 -
Uncheck My server requires authentication under Outgoing Mail Server.
Step 5 -
Click OK three times to save the changes and return to Outlook.
* A restart of your computer may be necessary.
Step 1 - Go to Tools > E-Mail Accounts.
Step 2 -
Select View or change existing e-mail accounts and click Next. Step 3 - Select your email account and click Change.
Step 4 -
Edit the outgoing (SMTP) server to mail.rigmail.ca
Step 5 - Click More Settings. Go to the Outgoing Server tab, and uncheck My outgoing server (SMTP) requires authentication and press OK.
Step 6 -
Click Next then press Finish to confirm your changes and return to Outlook.
* A restart of your computer may be necessary.
Step 1 - Go to Tools > Accounts. Select the Mail tab.
Step 2 -
Select your email account and click Properties.
Step 3 -
Go to the Servers tab and edit the outgoing (SMTP) server to mail.rigmail.ca.
Step 4 - Uncheck My server requires authentication under Outgoing Mail Server.
Step 5 -
Click OK to save the changes, then click Close to return to Outlook Express.
* A restart of your computer may be necessary.
Step 1 - Select Tools from the Menu bar.
Step 2 -
Click Account Settings.
Step 3 -
Choose Outgoing Server (SMTP) from the menu.
Step 4 -
Select your email account from the list and click Edit.
Step 5 - Edit server name to mail.rigmail.ca.
Step 6 - Uncheck use name and password, click OK twice to return to Thunderbird.
* A restart of your computer may be necessary.
4. The Internet has stopped working
In the event that the Internet stops working you should perform the following steps:
Step 1
Re-start your computer.
Step 2
Once re-started, open your Internet browser and navigate to http://www.google.com. If the Google page loads, then re-starting your computer has solved the issue. If you get a message saying “Internet Explorer cannot display the webpage” or something similar, proceed to step 3.
Step 3
Check the modem lights for errors. The RX, TX, and NET lights should all be green. The power light should also be green. If the RX light is green and the TX and NET lights are not green, use the power switch at the back of the box to reboot the satellite dish.
Step 4
If rebooting does not bring the TX and NET lights on OR the RX light is not green, stop here and call Virgin Technologies NOC at 1-888-875-2523.
5. My phone has stopped working
Step 1
Reboot the phone by disconnecting then re-connecting the power cable from the underside of the device.
Step 2
Once the phone is rebooted, check for a dial-tone and attempt to make a phone call. If you are unable to place a call, stop there and call Virgin Technologies NOC at 1- 888-875-2523.
6. How do I check my voicemail?
You can access your voicemail by dialing *98 from your VoIP phone.
7. How do I navigate the voicemail system?
Here is a short breakdown of the system menu. To access any of these functions, dial *98 to connect to your mailbox, then follow the voice prompts played over the phone.
| Button to Press |
| 1 |
|
To retrieve voicemail messages |
| 2 |
|
Change folders |
| 0 |
|
Mailbox options |
| |
Sub Menu |
|
| |
1 |
Record your unavailable message |
| |
2 |
Record your busy message |
| |
3 |
Record your name |
| |
4 |
Record your temporary password |
| |
5 |
Change your password |
| |
* |
Return to the Main Menu |
| Options after Message has been played |
| 3 |
|
Advanced |
| |
Sub Menu |
|
| |
1 |
Reply |
| |
2 |
Call Back |
| |
3 |
Envelope |
| |
4 |
Outgoing Call |
| 4 |
|
Play previous message |
| 5 |
|
Repeat current message |
| 6 |
|
Play next message |
| 7 |
|
Delete current message |
| 8 |
|
Forward message to another mailbox |
| 9 |
|
Save message in a folder |
8. How do I contact Support for Help?
Having trouble? If you are in need of support with a Virgin Technologies product or service, please contact by telephone at 1-888-875-2523 or via email support@virgintechnologies.com.
