Forum Discussion

keishalois's avatar
keishalois
Joining in
2 years ago

WiFi Pod not working with new router

Hi there

I received a new router when moving address when the technician came to install Virgin at my new house but my wifi pod does not connect to the new router. How do I reset the wifi pod so it can connect to the new router? We do need a wifi pod in the new house as the signal does not reach everywhere. 

Thanks

Keisha

  • Client62's avatar
    Client62
    2 years ago

    VM have to either re-pair the VM Pod to the new VM Hub, or replace the VM Pod.

    VM are too bone idle to do this for customers when a new Hub is issued.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    VM have to either re-pair the VM Pod to the new VM Hub, or replace the VM Pod.

    VM are too bone idle to do this for customers when a new Hub is issued.

  • Adri_G's avatar
    Adri_G
    Forum Team (Retired)
    2 years ago

    Hi, keishalois.
    Thanks for joining our help forums and for your first post here, a warm welcome to the the VM community! We're delighted to have you on board. 🙂

    Sorry to hear your Wi Fi Pod is not connecting with the new hub you had fitted following a house move, we'd love to assist with this.

    We'll need to check a few details and see how we can best help linking the Pod to the new Wi Fi and network, in order to do this I'll send you a PM here shortly.

    Please, check the top right-hand side of our page to find a little white envelope.
    Click on this and you'll see my message.

    • KKaria's avatar
      KKaria
      Joining in
      2 years ago

      Hi Adri_G,

      I recieved a new hub 5 router recently (I used to have a hub 3). I have one existing WiFi pod and also just got a 2nd pod too (both are the same type).

      The 2nd pod has connected to the new router. But the 1st one still does not connect. Can you please help with re-registering it to my new hub please?

      Many thanks,

      KKaria

    • johiggins's avatar
      johiggins
      On our wavelength
      2 years ago

      I have the same issue, please can you help?

      • Zach_R's avatar
        Zach_R
        Forum Team
        2 years ago

        Hi johiggins,

        Thank you for your post and welcome to our community forums. We're here to help.

        I'm sorry to hear you're having some trouble with your Wi-Fi Pod. Would you mind expanding and explaining the problem you're currently experiencing, and also what you've done thus far in an effort to remedy it?

        Thanks,
         

    • Petroloss123's avatar
      Petroloss123
      Tuning in
      12 months ago

      Hi. I have 2 VM pods but only 1 is working. The two pods are slightly different. One pod has two Ethernet connection slots. This one works ok. The other pod has only 1 Ethernet connection slot and it is this pod that is not working and never has. Just a slow white blinking light.

      How do I get another replacement pod with the 2 Ethernet connection slots?

      Can someone from VM please help as I am not prepared to sit for hours on the telephone.

       

      • Kath_P's avatar
        Kath_P
        Forum Team
        11 months ago

        Hi Petroloss123, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear your pod isn't working currently. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks, 

  • keishalois's avatar
    keishalois
    Joining in
    2 years ago

    Just to update, Adri G sorted it for us super quick 🙂 thanks for your help! 

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)
      2 years ago

      Thank you so much for updating the thread, keishalois.
      You're always welcome as a valued member of our community to come back to us and ask for help if you need anything more moving forward. 🙂

      Enjoy your new hub and Wi Fi Pod now!
      Our best regards,

      • Hann4h's avatar
        Hann4h
        Joining in
        27 days ago

        Hello I am having the same issue. Can I get some help please? I have had no luck contacting via chat or on the phone 

  • kennybea's avatar
    kennybea
    Tuning in
    2 years ago

    Problem with the wifi pod linking to my new router has been fixed thanks to Nathan_B.

    Tob bloke!

  • MMAC110's avatar
    MMAC110
    Joining in
    2 years ago

    Hi I received the new hub 5 and my wifi pods i already had connected to the old hub3 don't connect. I've gone on the connect app and it can't find them. Can you assist please?

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Hey MMAC110,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having with your WiFi pods and your new hub, they would need to be provisioned to your new hub,  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

      • MMAC110's avatar
        MMAC110
        Joining in
        2 years ago

        Thanks I have replied in private message 

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Glad to hear that your pods are now working 👍

      Please let us know, if you have any further issues.

      Kind Regards,

      Steven_L

  • Super_eagle's avatar
    Super_eagle
    Joining in
    9 months ago

    Hi there, looks like I've got the same issue having just installed a new hub5 (replacing a hub3) following contact renegotiation. Is any of the  Forum team able to assist with provisioning my pods please? 

     

    Many thanks,

     

    Anthony

    • David_Bn's avatar
      David_Bn
      Forum Team
      9 months ago

      Thanks for reaching out to us Super_eagle, and a very warm welcome to our Community Forums!

      Sorry to hear of the provisioning issue with the Wi-Fi pods, since the installation of the new hub 5.

      Can you please follow this link and run through the diagnostics available, to see if this resolves the issues for you?

      Thanks,

      David_Bn

      • Super_eagle's avatar
        Super_eagle
        Joining in
        9 months ago

        No that doesn't work having run diagnostics, assume it's the provisioning issue others have already posted about

  • David124's avatar
    David124
    Joining in
    4 months ago

    Hello!

    I have the same issue - fitted a replacement Hub 3 as it was overheating on Tuesday, after several calls with Virgin they have booked someone to visit on Monday.   Hopefully someone at Virgin can pair the replacement hub with the old pods remotely to save me time, and Virgin money.

    • Carley_S's avatar
      Carley_S
      Forum Team
      4 months ago

      Hi David124 

      Welcome to the community forums. 

      Sorry to hear you're also having similar issues. 

      The pods are provisioned internally by the team so you should see that these work with your new hub without you having to contact us. 

  • David124's avatar
    David124
    Joining in
    4 months ago

    Thanks @Carley_S 

    Just in case useful to others with pod/replacement hub issues, the engineer who visited tried a new hub 3, and the Wi-fi pods linked up within a couple of minutes.  So it looks as if the replacement hub was faulty in some way.

     

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      4 months ago

      Hey David124 Thanks for the update! 👋🏼

      I'm glad to hear that the engineer went out and has replaced the faulty hub.
      Do keep us updated on how things go with the service over the next week.

      Feel free to reach out to us for any other queries.

      Kind regards,
      Ilyas.

      • itschrissi's avatar
        itschrissi
        Joining in
        3 months ago

        Hi,

        We had a engineer visit us on Wednesday and they changed our router (third one since we joined Virgin in July) the 3 wifi pods we have in our home no longer work as they are still paired to the previous router. I had the same problem when we got our second router and after hours of speaking to customer services, i eventually went though to cancellations and they organised for someone in the back office to pair the pods for me to be able to get everything back on line. This time I have spoken to customer services for at least an hour every night since Wednesday and been give two separate work numbers and told that the pods will be paired within 24 hours on three occasions but they are still off 5 days later. Is there anyone that can get these pods back online? We live in an old building with really thick walls so without the pods the only room with wifi is the roomn where the hub is located, this is causing all sorts of problems.

        Many thanks
        Chrissi