Forum Discussion

kev03r's avatar
kev03r
Tuning in
2 months ago
Solved

White hexa WiFi pods not working with Hub 5

I have just been sent a new hub 5 as my property is a 2 storey and needs wifi connection on top floor. Now the issue is my existing 3x white wifi pods are not getting detected. They are not showing in the VM connect app too.

white / green lights are flashing

any help will be really appreciated

thanks

Kevin

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Phone VM support, request all the VM Pods that you have a re-paired to the new Hub.

    Sadly VM don't do this automatically & it is not a matter the customer can fix.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi kev03r 

     Call the equipment activation number 0800 953 9500

    You will need the model and serial numbers/MAC addresses off the barcode stickers of the hub and pods and also your account number

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 months ago

    Hi kev03r 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the issue you're having 😔

    I can see you spoke to the team not long before you posted. Did they advise that action will be taken in relation to this matter? If not, have you tried following the advice provided by newapollo?

    Please pop back to us at your earliest convenience.

    Thank you for your support Client62 👍

    Regards,
    Daniel

    • kev03r's avatar
      kev03r
      Tuning in
      2 months ago

      Hi Daniel. 

      thanks for getting back to me. No i messaged to the team but i got telling of for messaging direct :(. 

       

      i tried contacting on the number provided , but it doenst seem to recognise my mobile i am ringing from. i then rang the normal VM CX number and they say mine white pods are not suited for the hub 5?

      but still there is no resolution

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 months ago

        Hi kev03r, no problem at all. Thank you for your response.

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        Regards,
        Daniel

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    VM Push the wrenched VM Pods but the support for them is utterly shameful.

  • kev03r's avatar
    kev03r
    Tuning in
    29 days ago

    all working, thanks again for this VM community

  • kev03r's avatar
    kev03r
    Tuning in
    28 days ago

    hi all, can any one advise what the number relates to which is showing on my hub 5 and wifi pod?

    thanks