Forum Discussion
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 .
- John_GS6 months agoForum Team
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.
- Stewart43936 months agoJoining in
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 .
- Stewart43936 months agoJoining in
i been on the 192 and sorted that bit your app is poor and so are your hub 4 is it anthing to do with hub 5 and that 6 is due or here my phones hooked up to the Internet and cant find it hows that work.
- Kath_P6 months agoForum Team
Hi Stewart4393,
Thanks for coming back to us in the Community. All hubs, if needing to be replaced are done on a like for like basis, so any replacement you need would be a new hub 4. Once a new hub has been installed, it can take quite a few days for it to go through the system and update and during that time, the app will have an issue with finding the hub.
As it stands, the hub is showing online and all 3 of the pods are connected to the hub, with devices being connected to them. All are operating at a good signal strength so there is nothing to suggest there are issues in the home. Can you tell us a little more about how the broadband has been operating since the new hub was installed?
Thanks,
Related Content
- 11 months ago
- 3 months ago
- 3 months ago