Forum Discussion

Pdalhss's avatar
Pdalhss
Joining in
22 days ago

Ordering a Wifi Pod

I am new to Virgin Media having just had a full fibre package installed. Overall I am very pleased with the wifi coverage within the house and to two of my outdoor security cameras. Unfortunately, I have one security camera which is not getting any signal at all due to the new hub having to be installed in a different position in my house compared to the previous one.

I have looked through previous discussions on ordering Wifi Pods and tried to follow the instructions given (only 3 months old). I cannot get past the initial check as my VM account number is not recognised, even though I double checked I was entering it correctly from an email from VM.

Please can somebody please help me by supplying a working method for me to order a Wifi Pod.

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

    Hi Pdalhss 

    The majority of VM accounts have 9 numerical digits. If yours only has 8 digits then precede the account number with a zero.

    So if your account number is showing as 12345678 then enter it as 012345678.

     

    • Pdalhss's avatar
      Pdalhss
      Joining in
      16 days ago

      My account does have 9 digits for which you have offered no suggestions

      • Kath_P's avatar
        Kath_P
        Forum Team
        13 days ago

        Hi Pdalhss, 

        Thanks for coming back to us on this one. 

        In terms of your account number, we can see newapollo has advised correctly on what to do. If you've already registered with My VM, you shouldn't be required to enter your account number. You would just need to use the My VM log in information to connect on the App. 

        In terms of ordering a WiFi pod, this is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks, 

  • Carley_S's avatar
    Carley_S
    Forum Team
    18 days ago

    Hi Pdalhss 

    Welcome to the Community Forums. 

    Sorry to hear you've not been able to do the checks. 

    Are you running the checks through the Connect App or on the Service Status page?

    Do you know if you've registered for your online account yet? If you need to do this, you can do so here. 

    • Pdalhss's avatar
      Pdalhss
      Joining in
      18 days ago

      Carley_S

      Thanks for your comments. Yes I had already registered my account online and yes I have been running the checks via the connect app.

      More suggestions please.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    The "official" route is to use the VM Connect App and scan your property.  When completed, the app should allow you to order the first Pod.  If this is not working, just wait for a VM Mod to pick this up and discuss directly with you.