Forum Discussion

YIKES1412's avatar
YIKES1412
On our wavelength
2 years ago

Needs help resetting Pods

Hi there, I recently upgraded my Wi-Fi from 500mbs to 1gbs. So, they sent me a new hub5 to replace my hub3. And so, my Wi-Fi pods now need reset so that they can work with the new hub. Simple enough you would imagine. However, this is virgin. Twice now I have been told (once through the phone line, and once through WhatsApp) that I will get an engineer call me back within 24 hours. But I was lied to both times, and no one called back. Does anyone have a clue how to get these Wi-Fi pods to work with my new hub? Also, I'm paying for 1gbs, but my speeds are more like 650mbs, on my hub3 my speeds world usually be around 560mbs. So, it's not really much faster at all.

Hub3
Hub5
poor customer service
slow speeds

10 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    2 years ago

    The VM forum team should be able to reprovision the pods for you. 

    If you are ever offered a call back by VM customer services then it is a lie and you should reject it.

    You won't get much above 650 Mbps over wifi. If you want the full shebang you need to use an ethernet connection. 

    • YIKES1412's avatar
      YIKES1412
      On our wavelength
      2 years ago

      Fingers crossed they can help me here then pal, thanks. It's a bit off that I won't get 1gbs. Why won't I get that through wifi? When I was on the 500mbs package I regularly got 560mbs through wifi. Is this just another virgin lie that I should get 1gbs?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    You need to understand the limitations of the devices you are using. Are your WiFi devices all WiFi 6 for example? How many aerials do they have? These things all affect WiFi speeds.  You may have reached the limits of those devices and you will not get any better speeds.  It’s just the nature of WiFi. 

    • YIKES1412's avatar
      YIKES1412
      On our wavelength
      2 years ago

      Well I have an iphone 13 pro max if that helps you. My wifes samsung galaxy s21 and my laptop and my samsung tablet all report the same not anywhere near fast enough speed.

    • YIKES1412's avatar
      YIKES1412
      On our wavelength
      2 years ago

      So I downloaded the app and got this result

       

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 years ago

        Hi YIKES1412, 

        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 that your new hub has resulted in your WiFi Pods from no longer working. We will need to reprovision them to work with your new hub. This is something we can do 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,