Forum Discussion

Candh0446's avatar
Candh0446
Tuning in
3 months ago

Overcharged

I upgraded my contract to 500 mpbs on 28th February only to find that the hub is only this powerful if you're standing within a metre! Agreed a cost of £68 but I'm being charged £72. I ordered a pod via chat on 3rd March after the upgrade caused this drop in wifi in the further parts of my house and it still hasn't arrived one month later! Any suggestions how I can get help, firstly for the fact I'm being overcharged but also why I don't have a pod on it's way to me when being a Volt customer I can supposedly get them without an interrogation. I don't have faith in chat as this is the source of both my issues. Thanks in Advance

pod

6 Replies

  • amanda6006's avatar
    amanda6006
    Joining in
    3 months ago

    Hi! If your in the same room you should still get decent signal, I have a couple questions

    1. How old is the hub?
    2. Is the hub sat next to or on top of a subwoofer, an alexa or Google home?
    3. Have you checked the hub itself? To do this make sure you're on your WiFi. In the browser type in. 192.168.0.1. It will prompt you to enter an username and password. You can find these on the bottom of your hub. Added them in and once on the home page, go to advance settings. Then tools, then network status. You want to be checking the downstream is lower then 10 but higher than -6 on all channels under power and the upstream is lower than 49 on the power. If not, you need a technician out to resolve this.
  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Candh0446, thank you for your post.

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    I can see my colleague has responded to your post on another thread. If you could please answer the questions asked at your earliest convenience, that'd be much appreciated.

    Thank you for your support Tudor 👍

    Regards,
    Daniel

    • Candh0446's avatar
      Candh0446
      Tuning in
      3 months ago

      Hi, Not sure what other questions are?I've had no reply from anyone at VirginMedia to help me. I'm not understanding that it's acceptable to get a speed of 30 unless every tech device is connected via an ethernet cable! Surely thats a joke?

      No pod answer tho?! Where is the pod I ordered through chat on 3rd March?

       

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        3 months ago

        Hi Candh0446 👋 Thanks for getting back to us. 

        My sincerest apologies about your experience trying to get support, and that you are chasing a missing Wi-Fi Pod! 

        Moving forward, we'd recommend sticking to one thread to avoid confusion, and optimise our ability to offer support. 
        You can find your original thread here 👉 https://community.virginmedia.com/discussions/Wireless/no-pod-and-500mbps-upgrade-makes-everywhere-else-in-house-really-low---20mbps/5630944 where my colleague Matthew has offered support, and some follow up questions about how your connection is currently, how you are connected (IE Wired or Wi-Fi connections) and if you are getting poor coverage for Wi-Fi speeds across your whole home. 

        Our Wi-Fi MAX service has a guarantee for Wi-Fi Speeds of at least 30mbps in each room. This includes up to 3 Wi-Fi Pods to optimise coverage. You can find full terms of the policy, including the cost or eligibility criteria for free Pods here 👉 https://www.virginmedia.com/wifi-max . 

        We'd need to run some testing to see what speeds you are currently getting to your router, and offer further help with your Pods. I will send you a PM to confirm a few details and help get things resolved for you. We can then return to this public thread to keep things updated. Thanks for your patience in the meantime! 🌞

  • Tudor's avatar
    Tudor
    Very Insightful Person
    3 months ago

    VM, even with pods, only guarantee WiFi speed of 30 Mbps. The speed you buy is the broadband speed of your incoming connection, not the speed of WiFi. If you use an Ethernet cable connected device you should get near the incoming speed.