Forum Discussion

Andy-Smith1's avatar
Andy-Smith1
Joining in
2 years ago

Ordering a WiFi pod

I am a Volt customer and therefore am eligible for the WiFi Max guarantee.

For the last 2 weeks I have recorded intermittent connection and slow speeds in one room in my property.

I have called multiple times but no effort has been made to order a WiFi pod for me to rectify this issue. Instead you simply suggest I wait to see if the problem resolves itself (it doesn't).

I then raised a complaint and the response to my complaint was to call customer services. I explained that I have already done this and no resolution has been provided and have since been ignored.

I then posted a poor review of Virgin Media on trustpilot because of this experience. The suggestion on the response to this review was to order a WiFi pod through the VM Connect app, but in the current android version of the VM connect app there is no way to order a WiFi pod.

I am posting to this forum to provide Virgin with yet another channel to find an amicable resolution to this issue.

  • Hi Andy-Smith1,

    Thank you for reaching out to us in our community and welcome, sorry to hear you have been unable to order our WiFi Max for the one room you have a low WiFi connection in. what speed Broadband are you getting in that room?

    Have you tried running checks using our Connect App?

    Regards

    Paul.

    • Andy-Smith1's avatar
      Andy-Smith1
      Joining in

      Yes I have. Here is a screenshot:

      Because the room is a blackspot, I can't connect to my hub from inside it.

      • Andy-Smith1's avatar
        Andy-Smith1
        Joining in

        On some rare occasions, I am able to connect.

        Here is a screenshot from one of these occasions:

        Despite the speed being under the 30Mbps threshold, there is no way for me to order a WiFi pod through the VM connect app.