Forum Discussion

JHerbert's avatar
JHerbert
Joining in
2 months ago

Cannot order WiFi Pods

I am a new customer and knew before getting the service I would need WiFi Pods given the construction (Large steel RSJson extension) and was using boosters with my previous BT service which was a WiFi 6 hub with booster. I am going round in circles trying to work out how to order a pod. I have used the connect app which shows poor signal as expected but no option to order, spoken via web chat and being told to ring the support number but when I ring I cannot get to speak to a human being and go round in circles though the automated menus can anyone help?  Thankyou

  • colinb1990's avatar
    colinb1990
    Joining in
    2 months ago

    I also face a similar issue.

    I recebtlt pruchased the 1 Gigabit broadband. However, the office is located in the extension/conservatory and the signal is poor and drops out.

    I gave run the Virgin Connect app which confirmed a very low 13mbps. There were no links to order the WiFi pods and I could not get through via other means. 

     

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 months ago

      Hi colinb1990,
      I'm sorry to hear you've been unable to order the WiFi pods.

      If the speed falls below our WiFi guarantee, you should be prompted via the connect app to add WiFi Max.

      There is more information here

      I'll pop you a private message so I can help order a pod for you, if you’re unable to do so via the app.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 


       

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      23 days ago

      Hi colinb1990,

      Thanks so much for joining me in a private message.
      I'm happy we were able to resolve your concerns together 😊
      If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help.    
      Take care. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Time is ticking down to the xmas / new year holidays.
    VM may well take weeks to issue a single VM Pod & will take the same time to issue any more.

    Order a decent brand of Wi-Fi Mesh for next day delivery and solve your Wi-Fi coverage issues quickly
    and best of all be using Wi-Fi kit that is under your command and control & works with any ISP.

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 months ago

    Hi JHerbert,

    I'm sorry to hear you've been unable to order the WiFi pods.

    If the speed falls below our WiFi guarantee, you should be prompted via the connect app to add WiFi Max.

    There is more information here

    I'll pop you a private message so I can assist in ordering this if you’re unable to do so via the app.

    Please look out for the envelope in the top right of the page and pop back to me when you can.