Forum Discussion

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

58 Replies

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  • AyrD's avatar
    AyrD
    Tuning in
    9 months ago

    The Connect app test advises that pods will help boost our WiFi speed in a couple of rooms where it is below 30Mbps. My husband (the account holder) is also an O2 account holder so it seems we are doubly eligible for pods. But when we try to order through the Connect app or by activating his O2 benefits, nothing happens. We just get taken back to the page saying we're eligible.

  • AyrD's avatar
    AyrD
    Tuning in
    9 months ago

    Hello! We're having the same problem here. We can't seem to ever get to the point where we can confirm an order for the pods. Could someone contact me too please.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      9 months ago

      Hi AyrD 

      Welcome back to the community forums. 

      Sorry to hear you've not been able to order WiFi pods. 

      When running the test on the connect app what does it advise? Do you see that you're eligible for pods as the speed is not what we guarantee or are you seeing an error when trying to place the order?

  • Thays28's avatar
    Thays28
    Joining in
    9 months ago

    I'm having problems ordering the pods also, ran the home scan and got low results of 4 and 9 Meg but no option to order. If someone can pm me please

  • Kiwis's avatar
    Kiwis
    Joining in
    10 months ago

    Hi, the only way you can do this is by getting a Virgin admin on here to help you. We went round the bend: the online journey is broken (on purpose?) and the call centre people say they will action but nothing happens. We finally got ours from an admin on here helping us out. 

  • Craig_W1's avatar
    Craig_W1
    Joining in
    10 months ago

    Hi,

    I'm also having this issue.  I have used the smart scan in the Connect app, I'm only getting 4mb in my office, the app just takes me to the website and that says to use the app.  I have used the online chat and have been waiting for a response on WhatsApp for almost 2 hours now.  I just need to get my first pod, any chance of a PM? 

    Thanks in advance

      • damonh's avatar
        damonh
        Joining in
        10 months ago

        I am having the exact same issue I just would like to order a pod to ensure I have best possible signal the connection app won't even work chat is a bot and on phone getting no where please could you help with this 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      10 months ago

      Hey Craig_W1, thank you for reaching out and I am sorry you are having some issues with ordering a WIFI pod, also a warm welcome to the community.

      Let me send you a DM and we can look into this.

  • sganatra1's avatar
    sganatra1
    Joining in
    10 months ago

    Hi - I'm having the same issue. Have a WiFi blackspot in the rear of the flat, as demonstrated by the samknows test via the VM Connect App (if I can even get onto the WiFi to do it). I have one WiFi Pod already, also have Wifi Max, but am struggling to order a second one (keep getting referred to Chat, and from Chatbot back to My Account). Maddening!

    Eventually got through to a VM agent on the phone (after an hour or so of trying), who was helpful and said that she'd send out a second Pod, but that was a while ago, and I am yet to receive one! No email confirmation, no pending orders on my account.

    VM Forum Team, if you come across this message, please can you help?! Thank you.

  • Guinevere's avatar
    Guinevere
    Tuning in
    2 years ago

    I’m going round in circles trying to get a pod … done the connect app test and told me took me to website to order but that directs me back to the app. Tried on chat but didn’t get further than a bot. Is there any other way to get the first one sent out?

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

      Hi there Guinevere 

      Thank you so much for your post and welcome back to the community forums, it's great to have you here.

      I am so sorry that you have faced this issue ordering out a Pod, I'd be happy to take a closer look via a private message. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

      • motlow's avatar
        motlow
        Joining in
        8 months ago

        Could I be pm'd to order a first pod too please, this system for ordering is not very intuitive. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    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
    • ks38's avatar
      ks38
      Tuning in
      9 months ago

      I am having difficulty trying to order a wi fi pod for the first time. The connect app seems to be completely circular it takes you to some automated bot that doesn’t respond or dumps you on what’s app that doesn’t respond either. All the phone numbers given take you back to the same dumb bot.Any help would be welcome

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        9 months ago

        Hey ks38, thank you for reaching out and I am sorry to hear you are having some issues ordering a pod.

        Let me send you a DM and we can look at ordering you one.

    • rickymatthews's avatar
      rickymatthews
      Tuning in
      2 years ago

      Dave there’s no option to speak to anyone about pods in the options from the number you listed. 

    • TIM_T's avatar
      TIM_T
      Tuning in
      2 years ago

      Thanks for your help. unfortunately the Connect App does not give me the option to Optimise the Wi-Fi and /or order a pod, it just keeps saying do you want to do another scan. I am currently in a very long queue on the phone to try and order one that way.

       

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

        Hi TIM_T 

        Thanks for posting and welcome back to the community.

        I'll send you a PM now to assist further.