Forum Discussion

Piebobs71's avatar
Piebobs71
Joining in
2 years ago

Pod not connecting

Hi we just got a new hub 3 as we had the solid red light but now our pod upstairs won't connect, it flashes white but when I scan through the app it can't find it. The engineer said just switch it on and it will connect after a short time. 

  • jbrennand's avatar
    jbrennand
    2 years ago

    It can take some time for the new equipment to be added to your account to let it pair.  Might be tomorrow if its in an "overnight update" queue.

    If it still doesn't happen, call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit (take photos as an aide memoir) and also your account number

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

    It can take some time for the new equipment to be added to your account to let it pair.  Might be tomorrow if its in an "overnight update" queue.

    If it still doesn't happen, call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit (take photos as an aide memoir) and also your account number

  • yasir2712's avatar
    yasir2712
    Tuning in
    2 years ago

    Hi 

     

    i have already done this and when i called vm like 6.7times they dont have a clue what they are doing hence why i said can anyone help from here to get it to work please

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      2 years ago

      Hi yasir2712,

      thanks for posting, and sorry to hear you're having some issues with your pods.

      So I can take a closer look at things from our side, I've popped you over a private message to get a few details.

      Alex_Rm

  • Sprool's avatar
    Sprool
    Tuning in
    12 months ago

    ld be useful to know how others solved this issue as Im getting the same problem here.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      12 months ago

      Hey Sprool, thank you for reaching out and I am sorry to hear this. Also a warm welcome to the community.

      Please try these steps for us;

      Unplug any Ethernet cables attached to the router and wait at least 30 seconds, then plug them back in. Plug the router's power cable back into the outlet. Plug the modem back in and wait until the modem has finished powering on. Wait at least 2 minutes for your Pods' LEDs to stop blinking.

      • AnotherHub3's avatar
        AnotherHub3
        Tuning in
        6 months ago

        I've the same issue and tried this..... not working here for me.