Forum Discussion

Empato's avatar
Empato
Tuning in
2 years ago

Ordering a WiFi pod

Swapped to Virgin Media on 1st March, coming from BT full fibre. Opted for 1 meg broadband thinking I’d benefit from the best available router. The router was installed in exactly the same position as the BT router, yet signals upstairs are very poor in comparison with frequent dips and dropouts. Demented with complaints from my family about it. 
I thought I had nothing better to do but run tests on the VM Connect app and even though it recommends a pod, I can find no way of ordering one. Tried via chat and after an age, managed to get to chat with a person, who said they would organise a pod. Nothing showing on account as being ordered and no pod has arrived. 
Beginning to think I’ve made a mistake in switching. 
What do you have to do to get a pod?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    The official route is to use the Connect app.  Scan the property and the app should allow you to order one Pod initially.  If this is not working, then wait here a couple of days for a VM Mod to pick this up and discuss with you directly.

    • Empato's avatar
      Empato
      Tuning in
      2 years ago

      Thanks. The connect app has registered the need for a pod, but won’t let me order one. It seems to go in a loop, with no way to actually place an order. If I remember correctly it asks me to login then goes back to the homepage. 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        Best to wait for the Forum Mods to respond.  They should hopefully be able to sort you out.

        I think the Connect app usage is to stop users from just ordering pods when they are not really necessary.  

  • Empato's avatar
    Empato
    Tuning in
    2 years ago

    Just tried to get through to VM on the phone to order a pod again, and again, just got a text with a link to the chat bot and a lot of nonsense about resetting the hub to factory settings, etc. 

     

    it shouldn’t be this difficult to order a pod that I should be entitled to under the terms of the contract. 

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi Empato 👋,

      A warm welcome to our Community Forums and thanks for your post. 

      I am sorry for the issues ordering a Pod.

      I'm going to pop you a PM 📩 now to help further.

      Hope to hear from you soon! 😊

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    If VM Pods are free that tell you all you need to known about their flexibility and quality,
    if they are £8 per VM Pod per month ... run a county mile.

    Seriously, invest in a decent Wi-Fi Mesh or even better Wireless Access Points.
    Your Wi-Fi network should be under your control and VM Pods are the polar opposite of that.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 years ago

      Couldn't agree more.  However most will want the "free" Pods despite the drawbacks.   😉

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 years ago
      Client62 wrote:

      If VM Pods are free that tell you all you need to known about their flexibility and quality,
      if they are £8 per VM Pod per month ... run a county mile.

      Seriously, invest in a decent Wi-Fi Mesh or even better Wireless Access Points.
      Your Wi-Fi network should be under your control and VM Pods are the polar opposite of that.

      On WiFi Max non Volt and non Gig1/Gig2 customers pay an additional £8 per month in total for the pods and not £8 per pod.

    • Empato's avatar
      Empato
      Tuning in
      2 years ago

      I had considered buying a mesh network but to be honest I don’t feel I should have to. I went for 1gig thinking I’d get decent speeds throughout the house and the best router VM could offer me, backed by the promise of up to 3 pods should I require them. I haven’t managed to get 1 so far. Wi-Fi is non existent in my daughters room. 
      Buying a decent mesh system seems to be a minefield too, unless you want to spend a ridiculous amount of money. 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        Empato   did your respond to Ayisha_B  regarding the supply of the Pods?   I'm surprised if you haven't had any movement on these Pods yet.

  • Empato's avatar
    Empato
    Tuning in
    12 months ago

    Zach R has taken over PM duties. 
    My wife has been trying to sort this issue today too, only to be told we have a xgs-pon account and the person she was speaking to can’t help us. Haven’t a clue what that means. We were given a number to phone which just ends up sending a text to go to an automated messaging service, which we have done twice already. This is so frustrating. 

  • Empato's avatar
    Empato
    Tuning in
    12 months ago

    I am having exactly the same issue. Been going round in circles trying to get a pod.