Forum Discussion

StevenJonSmith's avatar
StevenJonSmith
Tuning in
24 days ago
Solved

Hub 5 to 5x - Fibre Up

Hub 5 to 5x - Fibre Up

Hi, I've just had my Fibre Up upgrade but my existing WiFi Pod (black - WiFi 6) is not connecting to the new router. I did speak to customer support but they've chosen to ship a new pod. Please can someone check if the existing pod can be re-assigned to the new hub, as otherwise it's e-waste even though it seems like it should be functional (lights all cycle, was working right up to the router change). I've been told it can't be replaced until there are 3 pods on the account already, but I'm not going to hold onto it for future replacement if it doesn't work now.

  • Molly_T's avatar
    Molly_T
    19 days ago

    Hi StevenJonSmith 👋 
    Thanks for getting back to us! Glad to hear that the POD has now started working, and that you have a second one set up too. Hopefully that's now everything sorted! 
    If you do have any further issues please return to this thread and we can pick it back up with you. 

    Wishing you all the best! 🌞

5 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    24 days ago

    Just to clarify have you gone from a coaxial connection to a Xgs-pon connection? If so how did VM let you know that this conversion was available to you? Also roughly where in the UK are you please? 

  • StevenJonSmith's avatar
    StevenJonSmith
    Tuning in
    23 days ago

    No idea who split this thread out, it was posted as a reply to a WiFi Pod issues thread and that important details feels a bit lost given the title it was given in the split. If a moderator or staff member is splitting stuff, it would be good if they made comment regarding doing it.

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    21 days ago

    Hi StevenJonSmith,

    Thanks for your post and welcome to our community. 

    We're sorry to hear the pod won't connect. 

    Does the new WiFi pod you've been sent connect to the hub?

    To clarify please, was this pod sent as a replacement?

    If this was a replacement, the packaging should include instructions on how to send the faulty pod back to us. 

    Please pop back to us when you can. 

     

    • StevenJonSmith's avatar
      StevenJonSmith
      Tuning in
      21 days ago

      Hi Vikki,

      Thanks for the response.

      The pod has randomly started working today, but the new one wasn't sent as a replacement but a second pod. I'm sure I can put it to good use, along with what I have already.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        19 days ago

        Hi StevenJonSmith 👋 
        Thanks for getting back to us! Glad to hear that the POD has now started working, and that you have a second one set up too. Hopefully that's now everything sorted! 
        If you do have any further issues please return to this thread and we can pick it back up with you. 

        Wishing you all the best! 🌞