Forum Discussion

smoore90's avatar
smoore90
Tuning in
6 months ago

Hub 3 replaced - neither WiFi Pods nor Connect App now work...

This is extremely frustrating. My Hub 3 was replaced with another, new Hub 3 last week. Ever since my Hub 3 was replaced, the 3x WiFi Pods I have stopped working. Similarly, whenever I try to use the Virgin Media Connect App I now encounter an error ("Something went from from our side"). I have rebooted the Hub, reset the Hub, unplugged the WiFi Pods etc., and nothing is working.

I have contacted Virgin Media customer services several times and they are unable to help. They've offered to send out an engineer, but from my reading of this forum, I merely need the WiFi Pods to be assigned to my new router?

I can't believe something so simple has been made so complicated. I have barely any WiFi throughout my property now as I needed those WiFi Pods to boost my signal.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    5 months ago

    Hi smoore90, thank you for your post.

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    Can you please confirm the date on which your new Hub 3 was actually installed? It can take up to 72 hours after a Hub replacement for the new one to appear in the Connect app.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel