How do I set up my 5G Wifi router?

Setting up your 5G WiFi router is easy! Watch this quick video guide for step-by-step instructions: Tips for optimal setup and performance: Placement: Position your router near a window and in a central location for the best signal Keep it elevated (1-1.5 meters off the ground) and clear of obstructions Avoid interference: Don't place the router near other electronic equipment that might cause signal interference Location matters: Ensure your router is in the same place you selected when you signed up, as it's designed to work only at that specific location Customise your settings: To change your router's name and password, enter the WebGUI IP address (e.g., https://192.168.70.1) into your browser. You'll find the IP address and login details on the nameplate under the router Need to reset your router? You can reset your router to factory settings by locating the reset button (usually on the back) and pressing it with a paperclip or similar object for about 7 seconds. Important: Resetting erases your WiFi name, password, and other custom settings.

You got questions?

We have answers

Top FAQs

How can I contact Virgin Mobile?

You can contact Virgin Mobile easily. Whether you’ve got a question, query, problem, or something you need to tell us, you can chat with us directly from your Virgin Mobile App or click on the chat widget icon located at the bottom right of this page.

If you would like to call, you can give us a ring by dialling 800165 from within the UAE. If you’re outside the UAE, you can give a ring to 00971800165. You can call us from both Virgin Mobile and non-Virgin Mobile numbers.

Our service hours are:

Voice: 9:00 am to 11:00 pm, Monday to Sunday
In-app chat: Available 24/7

We are here for your service!

Was this helpful?

Can I change from physical SIM to eSIM?

You can change from a physical SIM to an eSIM, and there are no extra charges to activate the eSIM.

If you are an Android or iOS user, you can update your SIM or follow the steps below on the app:

Connect to the internet on the device that supports the eSIM, preferably via Wi-Fi
Go to “My Account”, click on “My Number”, then select “Move to eSIM”
Authenticate with UAE PASS: Use your UAE PASS credentials for secure verification to proceed with the SIM replacement
Tap on “Install eSIM” and you’ll be taken to phone settings. Select “Add Cellular Plan” and continue. The eSIM will be automatically added to your phone
You can choose to install your eSIM later and we will send you an email with link to activate your eSIM. You’ll need our App to open the link.

Please note that:

You have to physically be in the UAE to be able to change to eSIM
You can also activate your SIM as an eSIM. Just ask our driver or our colleague in the Virgin Megastore and they will assist you
The allowed numbers for the eSIM swap are 5 per year and if you exceed that, there is a fee of AED 10

Was this helpful?

Can I share data from my Virgin Mobile app?

Yes, it’s easy to share data from your Virgin Mobile app.
Got an extra GB? Got a friend on Virgin Mobile who needs it? Send them data for free by heading to “Share data” on the sidebar and follow these easy steps:

It’s simple:
Head to “Share data” on the sidebar and follow these quick steps:

Step 1: Choose the amount of GB you’d like to share. You can share up to 10GB, across a total of 10 transactions in any one month.
(You can send up to 10 times or up to 10GB in every subscribed month)
Step 2: Select the contact you’d like to send your GB to and check if they are eligible. They will need to have a Virgin Mobile number and an active monthly plan that is AED 79 and above.
(They are eligible if: they have a Virgin Mobile number and an active AED 79 or above plan)
Step 3: Hit the “Share GB”. We’ll notify you both when the data arrives in their plan.
(Data shared will be received with speed. Don’t worry; we’ll notify you and them once done.)

You can share data between your additional SIMs by either sending from your local data plan or from a data booster
You can only share data you’ve paid for and NOT data that is a gift from us or your friends. 😉
You cannot re-share any data you receive
You can only share your local data NOT roaming data yet
You can only share data if both the sender and the receiver have a plan AED79 or above

Was this helpful?

How do I set up my Virgin Mobile Home Internet connection?

Setting up your Virgin Mobile Home Internet is easy!

Watch this quick video guide for step-by-step instructions

Or check out the below:

Set up your router

Make sure you have everything from the box (the router, power cable) and the SIM card.

Insert the SIM card into the slot at the bottom of the router (check the direction).
Plug in the router and wait about 30 seconds until all three signal lights turn blue

Note: Things might look a bit different if you’re not using a Virgin Mobile Huawei router.

Download the Huawei AI Life app

You’ll use the app to manage your router. Here are 4 options on how to get it:

Search “Huawei AI Life” in the App Store or Google Play
Download it from Huawei AppGallery
Scan the QR code inside the box of the router
Scan the QR code on the box

Find the best spot for your router

Where you place your router affects your signal strength.

Villas: Place it near a window in an open area.
Apartments: Try placing your router near a window in an open area. If you’re on a higher floor (more than 10th), try near your apartment door to catch the indoor antenna.
Keep it elevated, not inside cabinets, and away from thick walls or metal objects.
Last thing — make sure you’re using your Home Internet in the same home address you registered. Your Home Internet is restricted to your home location, so this really matters

Want to get it just right? If you are using Virgin Mobile’s Huawei router it is even easier for you. Go to the Huawei AI Life App, tap “Find Optimal Location,” and click Start. Wait 30 seconds for the test result, then score your signal quality and update the location info. Move the router to another location, repeat the process until you find the best possible score on the app.

Want to change your Wi‑Fi name or password?

5G routers: Enter the router’s IP address in your browser. You’ll find the IP and login details on the sticker under the router.
Virgin Mobile Huawei router: In the Huawei AI Life app, go to ‘Online Devices’, select your device, tap ‘Change device name’, update it, and confirm.

How do I set up parental controls? (Virgin Mobile Huawei Router)

Go to the Huawei AI Life App:

Go to ‘Devices’ and select the device you want to manage
Tap ‘Parental control’ > New
Set online time, offline time, and repeat schedule → Save

How do I set up Guest Wi‑Fi? (Virgin Mobile Huawei Router)

Go to the Huawei AI Life App.
Go to Show more > Guest Wi‑Fi. You can turn it on/off, set a network name, password, and choose how long Guest Wi‑Fi stays active.

Need more help to set up your router? Check out the Virgin Mobile Huawei set up router guide

Was this helpful?

Still have questions?

Web chat

Please write a message to start the chat.

No results found for

You got questions?

How can I contact Virgin Mobile?

Can I change from physical SIM to eSIM?

Can I share data from my Virgin Mobile app?

Whoa! No results!

How do I set up my Virgin Mobile Home Internet connection?

Still have questions?

Web chat