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TIM_T's avatar
TIM_T
Tuning in
2 years ago
Solved

Ordering WiFi Pods

I have recently upgraded my broadband package to Volt with a 500mb connection and as the Wi-Fi is very weak in some areas of the house I carried out a scan using the VM Connect app. This confirmed thatI only have speeds of 11mb and 22mb in a couple of the rooms and no signal at all in the study but it never gave me the option to order the Wi-Fi pods.

Any idea how I can prompt it to do this?

Thanks 

 

  • newapollo's avatar
    newapollo
    2 years ago

    Hi TIM_T 

    You need to perform a Home Scan using the Connect app in the area where the signal is low(est) or as near to there as possible.  The home scan feature will guide you from room to room to carry out WiFi speed tests. If it finds a potential signal-less spot, it’ll test your broadband speed to the WiFi Hub to make sure there isn’t a problem with your network.

    If everything’s okay with the Hub, the app will take you through to order a WiFi Pod to help boost your WiFi connection.

    How to perform the scan and order the wifi pods when using the Connect app.

    • Tap Start the scan and then  
    • While connected to WiFi, Tap "I’m ready " and then wait a couple of minutes for the scan  to complete, and then tap Continue 
    • Tap Add a room, and at on the room you're in, then Start the Scan (do this in every room) 
    • When the scan is complete tap Optimise WiFi now if the options shows as that will try and improve the connection in the current room 
    • When it shows Optimisation complete, tap Rescan room,  tap Start Scan  and then you can click on Order a WiFi Booster if it shows as an option

    If that doesn't work you can call  0800 064 3850 to order the first one

    VM will only send out one at a time, and there must be at least  7 days before ordering each one. It's up to three in total depending upon coverage. 

    Following that if you need additional pods you can order them by logging into /my-virgin-media, as per the info below from https://www.virginmedia.com/wifi-max ?

    How do I get a second or third WiFi Pod?
    If you’re not getting download speeds of at least 30Mbps in every room with one WiFi Pod, you can request a second or third by signing in to My Virgin Media, clicking on Your Package and following the steps in the WiFi Max tab

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  • Jonboy150's avatar
    Jonboy150
    Joining in
    5 months ago

    Morning, I have used the VM connect app which also tells me I have poor Wi-Fi (screenshot attached). I have M250 broadband but also a volt member. I can’t seem to order my free pod, I just get offered to pay £8 a month extra for it. Any chance someone could take a look and PM me

    Thanks Jon

     

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      5 months ago

      Hello Jonboy150,

      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 trying to get a WiFi pod ordered.

      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

  • Rdruss's avatar
    Rdruss
    Tuning in
    4 months ago
    • I too am having WiFi problems since my install yesterday. Near the router the speeds are great but as the house is extended there are several spots where there are blackspots and some where the WiFi works occasionally but not consistently. I have always needed 3 booster mesh system before. I discussed this with the agent that I did the contract with and he said as I had o2 and also the 2gig package he would put a note on the file for me to order once installed. I have had no luck with the connect app. I’m struggling to get anywhere on the phone. Is there anyone who could assist?
    • Thanks
    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      4 months ago

      Hi Rdruss 

      Welcome to the Community Forums.

      Sorry to hear you're having issues with your WiFi since installation. 

      We can see on the systems on our side that you've since been in touch with the team and have actions in place to resolve this. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

      • Rdruss's avatar
        Rdruss
        Tuning in
        4 months ago

        Thank you.

        I received my first pod and has improved things. I still have dead spots in the house where the wifi doesn't reach so spoke on the chat to order a further pod. The agent said that the order was placed but I can't see it in my orders like the first one. Any chance you could check an order for a second pod has been placed for me?

        Thanks

  • Rdruss's avatar
    Rdruss
    Tuning in
    4 months ago

    I have full speed on the pod. The positioning is good. I can’t use the connect app picture below:

     

  • Rdruss's avatar
    Rdruss
    Tuning in
    4 months ago

    I’ve also tried uninstalling and reinstalling the app, rebooting the router etc.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 months ago

      Hello Rdruss,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having trying to connect to our Connect App. 

      We can help to get this looked in further for you but would need to confirm some account details via private message. Please look out for my message and we can get started.

      Kind Regards,

      Steven_L

  • lunapark79's avatar
    lunapark79
    Settling in
    3 months ago

    I have the same issue as everyone else. Some areas of the house have no wifi and some weak signal. I followed the instructions and landed on a generic page talking about pods. Can someone please reach out to me and help me order a couple of pods?

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

      Hello lunapark79

       

      Sorry to hear of the wireless network issues experienced, we appreciate you raising this via the forums and welcome to the community.

       

      Firstly, we'd like to advise that Pod's are sent one at a time, we can't order multiple Pod's to be sent at a time as we find that when one is installed it can alleviate a number of area's if placed correctly. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

    • rosantiagoanaya's avatar
      rosantiagoanaya
      Joining in
      3 months ago

      Anybody know a phone number or email address to contact with client support?