Forum Discussion

davethefish's avatar
davethefish
Tuning in
2 years ago
Solved

I can't order a WiFi pod!

I'm going round in circles here...
I have recently upgraded to the 1gig volt package.
I have set up the new hub 5 router and have good reception close to the Hub 5, but have poor WiFi in the kitchen at the back of the house.
In 'my virgin media' account it says to order from the VM connect app...
The VM connect app says go to 'my virgin media' account and order a WiFi pod?
The contact phone number rings out for ages....
How do I get one?



  • Gadman's avatar
    Gadman
    2 years ago

    Hi,

    i would also like to know this answer im getting 6-9 Mbps in my office on there gig fibre internet and it says i have to go to change package but keeps coming up oops this page cant be found 

  • Gadman's avatar
    Gadman
    Tuning in
    2 years ago

    Hi,

    i would also like to know this answer im getting 6-9 Mbps in my office on there gig fibre internet and it says i have to go to change package but keeps coming up oops this page cant be found 

    • Robert_P's avatar
      Robert_P
      Forum Team
      2 years ago

      Hello Gadman

       

      Sorry to hear you're also experiencing wireless signal issues in your office and have struggled to get support in regards to this, we again appreciate this being raised via the forums.

       

      From checking the connection and equipment we can see there are issues with the downstream channels on your connection, this will require a technician visit.  I will send you a Private Message to get some more details from you so keep an eye out for the envelope in the top right when signed into the forums.

       

      Rob

  • Robert_P's avatar
    Robert_P
    Forum Team
    2 years ago

    Hello davethefish, 

     

    Sorry to hear of the wireless signal issues experienced around your property, we appreciate you raising this via the forums.

     

    From looking at the image provided it shows the upload is around 18mbps which is higher than the recorded speeds for your download, usually this wouldn't be the case if it was a signal issue as it would impact both download and upload speeds.

     

    Are you able to try running a wired test via ethernet to a PC or laptop to see what speeds are received at the Hub and post the results? Can you also run a wireless test via SamKnows in the impacted area's and let us know the results of those also?

     

    Rob

    • davethefish's avatar
      davethefish
      Tuning in
      2 years ago

      The desktop test is below, i'll do another wifi test later.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Hey davethefish, thank you for reaching out and I am sorry you are struggling to order a WIFI pod.

        Let me send you a PM and we can look into this for. 

    • davethefish's avatar
      davethefish
      Tuning in
      2 years ago

      Thanks,
      I have it installed now and the speed is much better.
      I was wondering, as i can't find a manual for the wifi pod black,
      if the units internet ports can be used to connect it direct to the hub 5 via a Cat 5e cable?
      As that would allow the unit to be placed directly in the worst area rather than having to mesh the wifi signal from a reasonably good signal location.

      • John_GS's avatar
        John_GS
        Forum Team
        2 years ago

        Hi davethefish 

        Thanks for coming back to the thread. We do not advise placing the Pod directly into the black spot area, what you're wanting is a Powerline adapter which we don't offer. 

        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.

        This link will help though if you do have any issues: https://www.virginmedia.com/help/setup/intelligentwifipod

  • millfrob's avatar
    millfrob
    Joining in
    4 months ago

    Hi there,

    I am also having problems ordering a Wi-Fi pod.

    We already have two and have a Volt package. I have run tests using VM connect and in one of our rooms the signal is sufficiently poor that we can request a third. However when I follow the instructions on the virgin media page to order one, I am left with a blank web page. I got to My Virgin Media> Your Package > Learn more (on the WiFi Max Box) and arrive at the page in the attached screen shot. I have tried this on different web browsers and on different devices and get the same result.

    Please can you help?

    Adam

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      4 months ago

      Hi millfrob,

      Thank you for reaching out to us in our community and welcome, I am sorry to hear you are facing issues in one room and have been unable to order a 3rd Pod, so I can help further and look into this for you I have sent you an invite into a private chat, please click on the white envelope to accept.

      Regards

      Paul.