Forum Discussion

Koeman's avatar
Koeman
Tuning in
27 days ago

Moved to Hub5 now White WiFi pods no longer work

Hi, wondering if someone can help.

I've spent an hour and half on to support without any resolution.

Just last week I upgraded from a hub3 to a hub5.

Now my 2 white virgin WiFi pods no longer connect to the hub.

I've tried to re add them in VM connect, I've tried to reset and unplug everything.

I read on here that virgin might need to reallocate them to my new hub, but the person on line didn't seem to understand that 

 

I'm pretty sure when I got them I just plugged them in and they worked fine, I suspect the pods don't know my new SSID and WiFi password for the new hub so cannot connect.  Ive no way of changing the settings that I know of 

 

Can anyone help?

 

Thanks

  • Client62's avatar
    Client62
    Alessandro Volta
    27 days ago

    Virgin Media do need to re-pair all the VM Hubs with the replacement Hub.

    VM Support Desk need a huge wake up, this exact question must be asked hundreds of times per week.

    • Koeman's avatar
      Koeman
      Tuning in
      27 days ago

      They had no clue how to do that. They've raised a 2nd line call back, see if that's any better.

      Just kept asking if I'd unplugged and replugged them, and if I'd changed password.

      They couldn't grasp that it's a new hub with new SSID and password so there's no way the pods know where to connect 

       

      • newapollo's avatar
        newapollo
        Very Insightful Person
        27 days ago

        Hi Koeman 

         Call the equipment activation number on 0800 953 9500. You will need the model numbers, serial numbers/MAC addresses off the barcode stickers of all pieces of kit and also your account number.

        Re the new SSID and password.  You can actually log in and change the new hubs SSID and password to match those of your previous hub.

  • Client62's avatar
    Client62
    Alessandro Volta
    27 days ago

    Once the VM Pods are paired to the new VM Hub,
    they should adopt the new Hub's SSID / Password.

    It is the lack of pairing that is the problem, not the different SSID.