Wi-fi pods: order not processed?

[cje72]

The week before Christmas I ordered a WiFi pod via live chat, as the VM Connect app didn't offer this option when I surveyed the rooms in my house and found some weak coverage. (I see that others have encountered this issue, but after sharing a couple of screenshots from the VM Connect app in the chat the VM support person agreed that a pod was needed).

However, nothing has arrived yet (even allowing for Christmas-related delays), and there is nothing listed under "Orders and appointments" in My Virgin Media, so am I to assume that the order wasn't processed? 

Have others encountered VM ignoring requests in this way (a slightly rhetorical question given a quick scan of this forum...), and what's the best way to go from here? It's more annoying as I discussed this aspect during my recent renewal, and was assured that the new Hub 5 would solve all my problems with WiFi dead spots, and if it didn't then I could easily obtain a pod or two to sort it out, so agreed to renew on that basis 😞

[Joseph_B]

Hey @cje72,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your Hub and getting the black spots sorted, I would like to go about looking into this further with you, for me to do so I will need to confirm some information from you via a private message which I will send to you now.

Joe

[Joseph_B · Accepted solution]

Hey @cje72,

Glad you could join me within that private message, if you do require anything further please do let us know, otherwise do reach out for any further queries.

Joe

[cje72]

Thanks @Joseph_B - the pod arrived as scheduled and so far seems to be working well (better readings on VM Connect, and no complaints from the teenagers 😀 ).