1. Do I need to upgrade my Broadband at Home modem firmware?

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1 1. Do I need to upgrade my Broadband at Home modem firmware? Please follow the steps below to ensure you have the most up to date firmware for your Broadband at Home modem. 1. Make sure that you have connected the Modem to your computer preferably using the originally supplied Ethernet cable, if not through a wireless connection. 2. Open a web browser such as Internet Explorer, Firefox or Safari. 3. Type: into the address bar of your browser and press the enter key to load that address. There is no need to include http or www when entering the address. 4. If this is the first time you have accessed the Modem Management Console, you will be prompted to create a password and the screen will look similar to the one below. Please save the password somewhere safe, as you may require it in the future.

2 If you have logged into here before, please, log in using the following details: Username: admin Password: the one you created the first time you logged in (if you cannot find this, you will need to contact Virgin Broadband Support on for help on performing a Factory Reset to clear your forgotten password.) 5. Click on the System Setup icon in the left hand menu.

3 6. Click on the About Virgin Broadband icon. 7. The Version field will tell you the version of firmware you have installed on your Modem.

4 8. Refer to the table below to see if you need to upgrade or not. Version R2C07 R2C08 R1K10 R2C19 R2C25 Upgrade YES YES YES YES NO 9. If your firmware version requires an upgrade, you should now download the latest firmware file from our website and follow the upgrading instructions in 2. How do I upgrade my Modem firmware? on the next page.

5 2. How do I upgrade my Broadband at Home modem firmware? 1. If you have not already done so, please download the new Firmware file from our web site at: Note: When the firmware download is complete, you may be asked if you want to Open the file. Please select Close in order to ensure that the file is saved to your hard drive. 2. Connect the Modem to your computer via an Ethernet cable. An Ethernet cable is supplied and can be found under the cardboard packaging mounted within the modem s original box. If you cannot find an Ethernet cable, you may attempt to upgrade via a wireless connection, however, we strongly advise against this. 3. Type in to the address bar of your browser and press the enter key to load that address. 4. If this is the first time you have accessed the Modem Management Console, you will be prompted to create a password, as mentioned in: 1. Do I need to upgrade my Broadband at Home modem firmware?

6 Otherwise, log in using the username admin and the password you created the first time you logged in. 5. Click on the System Setup icon in the left hand menu.

7 6. Click on the Firmware Upgrade icon. 7. Click on the Browse button and locate the new firmware file gsfw-r2c25-gs2p_72.rmt which you downloaded from our website.

8 8. Click on the Open button to select the file. 9. Click the OK button to transfer the file to the Virgin Broadband Modem. Note: The file transfer will take several minutes, do not restart or disconnect the modem during this time.

9 10. When the transfer is complete, you will see a confirmation message along with the details of your existing and the new firmware versions. 11. Click OK to begin the upgrade process. 12. After a short delay, the Modem will automatically restart and you should see the word Upgrading on the Modem display screen. Note: The upgrade process will take several minutes. DO NOT disconnect, turn off or restart the Modem during the upgrade progress as this could potentially damage the Modem. 13. Once the upgrade process is complete, the Modem will automatically restart and the display screen will return to Virgin once again. Note: If the modem s display screen saver is activated during the upgrade process, you can press the left hand button on the top of the Modem in order to check on the progress of the upgrade. If you experience any problems during the upgrade process, please contact our Broadband Support Team on for further assistance. We will aim to keep you informed of all new upgrades, so that you can continually improve your Virgin Broadband experience. Cheers, The Virgin Broadband team

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