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brianwcarty's avatar
brianwcarty
Tuning in
6 months ago
Solved

Ordering Wifi pods?

Hi hoping for some assistance on the process of ordering Wifi pods. Been through my account on Desktop, it said download the Connect app and do a scan. I've done that and found a few bad spots in my house but I can't seem to find any option to order pods through the app. Has anyone else had this?

Thanks in advance

  • jbrennand's avatar
    jbrennand
    6 months ago

    Lots find the same.

    A VM Person will respond here in a day or two and can sort one for you.

    Or, whilst waiting try....

    ____________________

    There are a few options. Firstly call it in on the “faults” 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 hasn’t helped and put you in the queue.
    
Try 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 “Chat” 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.

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 months ago

    Lots find the same.

    A VM Person will respond here in a day or two and can sort one for you.

    Or, whilst waiting try....

    ____________________

    There are a few options. Firstly call it in on the “faults” 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 hasn’t helped and put you in the queue.
    
Try 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 “Chat” 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.

    • gfp's avatar
      gfp
      On our wavelength
      3 months ago

      We used the 'chat option' but it turned out to not really be an option at all. It worked in so far as we got through to a human (twice) and was told that a pod would be delivered, but we are still waiting... The first time it should have been delivered in February, it wasn't. We got onto chat again and were promised delivery on 1st of March. Nothing arrived. 

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        3 months ago

        Hi gfp thanks for posting and welcome back to our community.
        Sorry to hear you've also had issues where you've needed to order a WiFi pod and have been unable to do so. I can see you're liaising with my colleague Gareth. I will leave you in his very capable hands. Best of luck to you.

        Regards

        Lee_R

  • brianwcarty's avatar
    brianwcarty
    Tuning in
    5 months ago

    Still not been able to get this sorted, not had any success on the phone. Can someone from Virgin help me out please?

    • uncle-albert's avatar
      uncle-albert
      Joining in
      3 months ago

      I have the same problem. Not been able to order WiFi Pod. Not been able to contact VM customer service. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        3 months ago

        Hello uncle-albert

         

        Sorry to hear of the wireless network issues experienced and the problems getting to speak to the team for support, we appreciate you taking the time to raise this via the forums.

         

        We have these tips available to help with broadband issues:

         

        When running a speed test we would always recommend running this via a wired connection This can be completed using an ethernet cable via a PC or laptop and will allow us to see the speeds available at the Hub.

         

        We also have the Connect App https://virg.in/connectapp that will allow you to scan your property to optimise the wireless network and if needed order pod's. Depending on your package these may be free but any package is eligible for these if needed.

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      3 months ago

      Hi brianwcarty sorry to hear you had issues ordering your pods. We can see that you've liaised with my colleague since this post. Can you confirm your issue has now been resolved?

      Regards

      Lee_R

  • lv14538's avatar
    lv14538
    Joining in
    2 months ago

    Hi
    Please can I also have someone contact me to assist with ordering the WiFi pods. I have completed the homescans in the Virgin Connect app but there is no prompt to allow me to order the WiFi pods as a Volt customer with a Gigabit package. I can’t find anywhere to do this on the website either and the links seem to take me back and forth between the Virgin Media app and the website.

    Thanks

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Iv14538, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having some issues with 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, 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Iv14538, 

      Thanks for sticking with me via private message. 

      I'm glad I was able to get everything sorted for you. 😊

      If you have any further issues, please pop back to us in the Community. 

      Take care,

  • SteveM011's avatar
    SteveM011
    Joining in
    2 months ago

    Hi, I have the same issue when ordering the free wifi pod.

    I've recently moved address, moved services and have a black spot in our kitchen.

    The connect app is sending me in circles and when trying to order the pod it states an error.  

    Please can the wifi pod be ordered for me.

    Thanks

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 months ago

      Hi SteveM011 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you are having issues with ordering a pod as well as potentially change a box to Stream. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina