Forum Discussion

JamesJ1's avatar
JamesJ1
Joining in
2 months ago
Solved

Needs help ordering wifi pods

Good morning - unfortunately same problem as the others, I have a 20 Mbps result from the Connect app - no option to order pods given - but going further from the router drops me to 4G and Connect says it can't run the test as I'm not at home šŸ˜”. Intensely frustrating - called the Helpline and they had "system problems" but 'don't worry we can see that you qualify for a pod, but I will pass your details to a colleague who will order you one' - of course nothing has come. It does seem a deliberate decision to make ordering the pods awkward - how many people are not getting the option via the Connect app? - so please can you get in touch so that I can get hold of one to solve my problem. Thanks, James

  • Try this I have just posted....

    _________________

    Call it in on the ā€œfaultsā€ line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
    If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasnā€™t helped and put you in the queue.
    ā€ØTry now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
    You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a ā€œChatā€ option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
    FINALLYā€¦ A VM person will pick this up on here and respond, but it can take a few days for them to get here.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Try this I have just posted....

    _________________

    Call it in on the ā€œfaultsā€ line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
    If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasnā€™t helped and put you in the queue.
    ā€ØTry now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
    You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a ā€œChatā€ option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
    FINALLYā€¦ A VM person will pick this up on here and respond, but it can take a few days for them to get here.

    • JamesJ1's avatar
      JamesJ1
      Joining in

      Thanks John - extremely helpful reply! I think I will wait for a VM colleague to get in touch, I just don't have faith with the telephone support, I strongly feel I was strung along with no intention whatsoever to help - just a delay tactic. All that said, I will keep your fab advice as the backup. 

      James

      • Steven_L's avatar
        Steven_L
        Forum Team

        Hello JamesJ1,

        Welcome to the Community and thanks for taking the time to post here on the forums. Iā€™m sorry to hear of the issues that youā€™re having trying to order WiFi pods. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • You're very welcome JamesJ1 and please do let us know here on the forums, if you have any further issues or questions šŸ‘

     

  • Hi sorry to jump on but I'm having similar problems ordering a wifi pod if someone could message me that would be great thanks 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi dezza123456 

      Welcome to the Community Forums. 

      Sorry to hear you are having issues ordering pods. 

      Can you advise what you're seeing on your speed tests through the Connect App? If you can also advise details of your personal service concerns and if possible,  show us a screenshot of the results we'll be able to assist further. 

  • Hi thanks fr the reply .yeah I have gig1 ..great downstairs but when my son takes his ps4 upstairs it's terrible so jus need 1 pod for his bedroom ...to give me peace haha .

    • Robert_P's avatar
      Robert_P
      Forum Team

      Hi dezza123456

       

      Thanks for posting in regards to your wireless network and the problems experienced upstairs with devices, we are happy to help via the forums and welcome to the community.

       

      We're happy to help and I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.