I have tried for the last 4 to 5 weeks to get my 3 virgin pods as a volt member. The virgin staff are poor they just hard to understand over the phone and by text they end the conversation. You can only order one pod at a time and a modem after so that's takes 4 weeks .Why this is how they do it I don't know so part of my house does not have service. They have cancelled one delivery as you can't have two coming at once. I did not I ordered the 2nd after my first delivered and no one told me they cancelled setting me back a week as it takes 5 days I phoned up 4 days ago for my 3rd pod it was not orders setting me back again a week again on top of the last one as it does not come on weekends . I have not been able to join the app on my phone or tablet for 5 months so been told I need a new modem but can't ordered till all 3 pods arrive . What sort of stupidity is this I am entitled to 3 pods just send them all at once and a modem they drag it out. I can't wait for thier competitors to bring out thier 900 speed and above and I will be leaving I had trouble with my contract at the beginning that was handled poorly virgin just want your money and don't give a dam about the customer.

Hi Stewart4393, Welcome to community forums and thank you for your first post. Sorry to hear you are having issues when trying to order WiFi pods. For clarification, as part of WiFi Max although you are entitled to up to 3 pods, we can do not send them at the same time. We send you a Pod at a time, testing your service each time, to make sure you’re getting 30Mbps in every room. We apologise if there has been any delay in your order request. We can however see the final has been placed for you already. Do you need any further help with this? Thanks,

Hi Mark my 3rd one came today so I phoned up as my 3rd one did not connect. The lady on the phone said leave it in the room with the modem for 24 hours the other 2 times i did not have too and it worked both time I was given different information. I not been able to connect to the app in 6 month I was told by virgin staff after 3 weeks order a new modem . The lady had me do a dance with my phone and Internet and fobbed me off with that virgin will look in to it and you can ring up in 3 days time it was a fob off. I can't connect to the app and no modem is coming it's take about 6 weeks and still not solved the problem. I pay for 500 speed not 30 and expect that as I pay for it any of your bog standard Internet companies can offer 30 speed that's cheaper sky have a better customer service but low speeds .Virgin are the worst for customers service and I not seen anything to prove me wrong. Why send one at a time send 3 in one go and a modem and you save time instead of my house getting no Internet. It's hard to understand the customer service team as non have British accents too .

Akua sorry for getting your name wrong I read mark as helpful answer. I just want a new modem I had trouble with when virgin phoned offered a new contract and price in my 14 days I wanted to go back and they could not as codes had gone so offered a better deal for me I have a tv and phone I never used as its cheaper than being sent back I went through 5 customer service team at the time and 2 mangers it was so bad I hoping when my contract runs out all the new Internet cable are down and other companies offer the fast speed and I am gone .Sky sent out a team member and in one day gave me to boosters when I was with them it took 3 days and one phone call hate to work out how many to virgin I made .

We wouldn't send a new Router. This is only done via an engineer visit and that's only booked in should the diagnostics show one is needed. What issues are you having please with the router? Has the Pod not helped with the broadband? There are a few requirements for the Pods to work with our Hubs: • The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'. • Channel Optimisation must be left on. • The SSIDs must be the same and broadcast enabled. • The SSID must be password protected. • The Passphrases of the SSIDs must match. As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home. Keep us posted.

Hi I had a engineer come out today they were really friendly and helpful got everything up and running but after they left the problem happened again. I got a good signal especially with the pods but I could only connect with the app. I was able too for 10mins then it could not find the hub again they gave me a new hub 4 replacing my old one so I still have the same problem. Your hub 4 are rubbish I need a new hub 5 as I had 2 hub 4 now and from the community I can see since January there have been issues with the app. Virgin hide behind we can't help and use the wait a few days excuse I got a complaint going against the customer service lady the other day who was not good or polite . If you speak to staff they say sign in to the app I not been able too for 6 months on many devices . You have to send a pod out at a time even though volt packages say you entitled to 3 and engineers need to come out. I spoke to the engineer before he said give it a few days and ring you lot up and ask for a 5 and they will come out again and give me one .That will be fun with how poor customer service is at virgin I will end up speaking to someone without a British accent and end up being told to wait 3 more days then ring up again . I can see me getting in contact with the ombudsman as this cant keep happe ing .

The customer service is beyond poor they just dont care aslong as they get you in a contract.

Akua_A
Forum Team
5 months ago
Hi Stewart4393,

Welcome to community forums and thank you for your first post.

Sorry to hear you are having issues when trying to order WiFi pods. For clarification, as part of WiFi Max although you are entitled to up to 3 pods, we can do not send them at the same time. We send you a Pod at a time, testing your service each time, to make sure you’re getting 30Mbps in every room. We apologise if there has been any delay in your order request. We can however see the final has been placed for you already. Do you need any further help with this?

Thanks,
- Stewart4393
  Joining in
  5 months ago
  Hi Mark my 3rd one came today so I phoned up as my 3rd one did not connect. The lady on the phone said leave it in the room with the modem for 24 hours the other 2 times i did not have too and it worked both time I was given different information. I not been able to connect to the app in 6 month I was told by virgin staff after 3 weeks order a new modem . The lady had me do a dance with my phone and Internet and fobbed me off with that virgin will look in to it and you can ring up in 3 days time it was a fob off. I can't connect to the app and no modem is coming it's take about 6 weeks and still not solved the problem. I pay for 500 speed not 30 and expect that as I pay for it any of your bog standard Internet companies can offer 30 speed that's cheaper sky have a better customer service but low speeds .Virgin are the worst for customers service and I not seen anything to prove me wrong. Why send one at a time send 3 in one go and a modem and you save time instead of my house getting no Internet. It's hard to understand the customer service team as non have British accents too .
  - Stewart4393
    Joining in
    5 months ago
    Akua sorry for getting your name wrong I read mark as helpful answer. I just want a new modem I had trouble with when virgin phoned offered a new contract and price in my 14 days I wanted to go back and they could not as codes had gone so offered a better deal for me I have a tv and phone I never used as its cheaper than being sent back I went through 5 customer service team at the time and 2 mangers it was so bad I hoping when my contract runs out all the new Internet cable are down and other companies offer the fast speed and I am gone .Sky sent out a team member and in one day gave me to boosters when I was with them it took 3 days and one phone call hate to work out how many to virgin I made .
Hoisin
Tuning in
5 months ago
Having the exact same experience - arm twisted to get a volt package, virgin connect app won’t find hub, a nightmare requesting one pod at a time (one and counting), hub 4 rubbish - I can’t log into it, virgin refusing to replace with a hub 5 without charging. It’s all been a hair pulling nightmare
- Stewart4393
  Joining in
  5 months ago
  You want to ask to speak to a manger or a tier 2 customer service assistant. I have been spoken to so badly and one lady kept putting me on hold without letting me know most of the phone call is me saying are you there . Keep chasing it up as they send one at a time and cancel the order and won't get in contact with you either . I have a new hub 4 it worked for 1 hour till it settled then went back to not working my signal is better with the pods it's definitely a hub 4 issue . It does not help that the customer service is poor I was told a manger could not help me but she sent out the engineers it was that the person down the phone did not want to pass me over .Report them to the ombudsman as I sure it's a breach of contract I am now a volt package but did not pay for that and won't pay for a hub 5 I am with virgin till their competitors get the new fibre broadband and match them for speed and I will be gone as I have virgins phone and tv and don't use any of them it's they offered me a good deal to stay with them I pay 34 and also have 500 speed last 6 month the hub 4 been a nightmare
  - Kath_P
    Forum Team
    5 months ago
    Hi Stewart4393,
    
    Thanks for coming back to us on this one. We're happy to hear that the connection issues have somewhat resolved with the addition of the pods. With WiFi there will always be little drops depending on what the best connection is at the time. It will move between the 2.4ghz and 5ghz bands aswell as moving between the pods and the hub depending on your position.
    
    Please keep us posted on the connection as a whole and if you notice any longer down periods or issues, pop back and let us know.
    
    Thanks,

Forum Discussion

The customer service is beyond poor they just dont care aslong as they get you in a contract.

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