Forum Discussion

forshawj's avatar
forshawj
Up to speed
2 years ago

How to get Wi-Fi Pods reset?

Hi,

I just upgraded Hub to V5 and thought I would give the Wi-Fi Pods another try .. as I had read that they perform much better compared to the V4 which never was reliable for me...

I plugged in one of the Pods and used the Connect utility but this doesn't see the pods. I guess that the pods need resetting as they previously were configured for the V4.

So I rang VM support and asked about getting 3 pods restarted... Well I got to the first one YAAJ1350**** and doesn't appear on VM's support system 😞 So I rang off...

Any idea HOW I can get the pods reset? Is there a simple process? Ringing 150 doesn't seem to be the answer 😞 Or do I need 3 NEW pods and can send the olds one back... ?!

Thanks

Jeff

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Jeff, 

    Thanks for your post and apologies to hear your WiFi Pods weren't reconfigured for you when the hub was updated. 

    This will need to be done they will connect to the new hub. We'll need to check a few details with you to allow us to check things further for you so I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

    Thanks, 

    • elle__tay's avatar
      elle__tay
      Joining in
      2 years ago

      Hi,

       

      I'm having the same issue. Hub 5 installed today and now my WiFi pod is just blinking white and no pods detected in the connect app. 

      I knew I'd have this problem and made a point of asking the engineer about the pod and he assured me it would be working within 15 minutes of being turned off and on again. I've tried cabling it into the router and moving it closer. 

      My pc doesn't have WiFi so this pod is the only way my pc will work and now I'm left without when I have work to do! 

       

      Someone please help me to get this up and running asap as I can't do anything without it! 

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi elle__tay 👋

        Thanks for your post, and a warm welcome back to the Community Forums.

        I'm sorry to hear you're experiencing issues with your Pods after a Hub replacement. In usual cases, the Pods do automatically pair to a new Hub, but can sometimes fail. I'm going to send you a private message, so we can look into this.

        Please look out for my message in the top-right, white envelope or by tapping your profile picture and then "Messages".

        Thanks,

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        8 months ago

        Hi PeterNew, thank you for your post.

        I can see you've spoken to the team since you posted. Has this now been dealt with?

        Please pop back to us at your earliest convenience. 

        Regards,
        Daniel

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi forshawj, 

    Thanks for sticking with me via private message. 

    I'm glad we've been able to help and there is a plan for moving forward. 

    I look forward to hearing back from you in a few days when your new pod arrives. 

    Thanks, 

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi forshawj, 

    Thanks so much for sticking with me via private message on this one. 

    I'm really glad things are resolved now and the pods are working better than previously. 

    If you have any further issues then feel free to pop back to us in the Community and we can help you further. 

    Many thanks, 

    • lukehiggins10's avatar
      lukehiggins10
      Joining in
      2 years ago

      Hi, I have the same issue. New Hub 5 installed which is working great but can get the wifi pods to work. 

      Thanks 

  • Bob32's avatar
    Bob32
    Joining in
    2 years ago

    Many thanks for the help, Sabrina B. The problem is now solved.

    • Zach_R's avatar
      Zach_R
      Forum Team
      2 years ago

      Hi Bob32, 

      Thank you for the update on this. I'm glad to hear that this has now been resolved for you.

      Please do let us know if there's anything more that we can help you with.

      Thanks,
       

  • LordNozzle's avatar
    LordNozzle
    Joining in
    10 months ago

    Same issue here - hub 5 replaced due to being borked by software update but neither pod is shown as connected via the app. Would appreciate any support. Thanks

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      10 months ago

      Hi LordNozzle,

      Thanks for posting and welcome to our community 😊

      Sorry to hear you're having some issues with the Pods since your hub was changed.

      So I can help, I've popped you over a private message to get a few more details from you.

      Alex_Rm

       

  • Markh77's avatar
    Markh77
    Tuning in
    7 months ago

    I have the same problem need a pod resetting so I can add it to my network if anyone could help It would be much appreciated thanks 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      7 months ago

      Hi Markh77, thank you for your post. 

      We're sorry to hear about the problem you're having 😔

      In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


      Regards,
      Daniel

      • Palmer10's avatar
        Palmer10
        Settling in
        6 months ago

        Hi I’m having the same trouble setting up a booster for the first time

        cheers

  • Arekzx9r's avatar
    Arekzx9r
    Joining in
    5 months ago

    Hello everyone, I have exactly the same problem - I installed a new Hub 5x, and the pods that I got from a friend refuse to cooperate, they only flash white / the second blue green very slowly. Can anyone help me please?

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      5 months ago

      Good luck with that, mate.  The pods you got from a friend are VM's property (like the Hub) and they do not like the passing on of their stuff.  They'll want you to order pods directly from them and they they will be activated.

      Do let us know if VM allows you to keep the pods you got from a friend.

      • Arekzx9r's avatar
        Arekzx9r
        Joining in
        5 months ago

        Thank you Sephiroth for your answer. So I understand that the pods I have are useless to me? 
        I have had the 5x Hub with the M350 plan for three weeks and everything is fine, I only have a problem with the cameras outside. I spoke to the engineer after the installation and he said that VM is only interested in the signal inside the building.