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itschrissi's avatar
itschrissi
Joining in
11 months ago
Solved

Need to Pair 3x Wifi pods with replacement router

I joined Virgin broadband on 16th May 2024. So far we have 4 Engineers, one new external cable (eventually) two new internal cables, two new routers and 3 wifi pods. The new router has arrived today and now none of the wifi pods are working. We have not had a reliable connection since joining and now the online chat person is saying i need to pay for three new pods as the ones I have cannot be repaired with a new router. I am seriously considering calling disconnections and getting it all taken away. Any suggestions on how to repair the pods with my new router please?

 

  • Client62's avatar
    Client62
    11 months ago

    Time VM got their finger out of their derriere and sorted this for customers when replacement Hubs are issues !

    Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.
    For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

    Re-pairing VM Pods to the new VM Hub is not chargeable, do we have a fraud attempt as well as bone idleness ?

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  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Time VM got their finger out of their derriere and sorted this for customers when replacement Hubs are issues !

    Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.
    For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

    Re-pairing VM Pods to the new VM Hub is not chargeable, do we have a fraud attempt as well as bone idleness ?

  • itschrissi's avatar
    itschrissi
    Joining in
    11 months ago

    Thanks, Just on the call with them now, they are still trying to tell me i need new pods and the ones i have had for a week cant be connected to the new router. I am so bored of being fobbed off and lied to by VM and I have only been a customer for 2 weeks! 

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 months ago

    Pity you are outside the 14 day cooling off period. I guess you are in for the long haul of 18 months. 

  • itschrissi's avatar
    itschrissi
    Joining in
    11 months ago

    just spent an hour on the call only for the 3rd person I was passed to to hang up on me! Surely the 14 day cooling off period only begins when the wifi actually works? As I am yet to get it up and running correctly I hope I should still be able to cancel. It is rubbish

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      11 months ago

      Hi itschrissi,

      Thank you for your posts and welcome to our community forums. We're here to help.

      I'm very sorry to hear you had some trouble with pairing your Wi-Fi Pods following a replacement router being provided. Are these issues ongoing today, or have they since been resolved?

      Thanks,
       

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    11 months ago

    Never use those wretched WiFi pods.  See the pairing problem for details.  The equally wretched Connect app is further grief.  Inn a decent system, everything should be plugin and play.  You’ll get a much better service if you lay out a bit of dosh to buy a decent router with meshed APs, putting your hub into modem mode.   Mesh pairing is much simpler with a commercial router and, better still, no Connect app.