Forum Discussion

elkingdl's avatar
elkingdl
On our wavelength
15 days ago

Pods Disconnected and Won’t Reconnect

I have 2x wifi pods that appeared to be working ok for a while but a few days ago showed as disconnected in the app.

I tried rebooting them and my hub, but they would not reconnect.  So I removed them in the app and tried to add them again - now they don’t appear to do anything.

if you plug them in they light pluses slowly in white, then slightly quicker in green, then back to slow white, and they just go around in a loop.

interestingly, when went back into the connect app after a half hour it said that the install had failed and to try again.  The serial number of the pod it said to power up didnt match the serial number of either pod I have. 

Any ideas would be most welcome.

Hub 5
pod
WIFI
  • Client62's avatar
    Client62
    Alessandro Volta
    14 days ago

    Read like and admin error had amended you account with the details of VM Pods
    that have been sent to another customer.

    Call the VM Activation Team number 0800 953 9500, request your VM Pods are re-paired to the VM Hub.
     
    For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.


    • elkingdl's avatar
      elkingdl
      On our wavelength
      9 days ago

      Thanks for your advice on this.  I did try calling but had to abandon my attempt after a bit of a wait.  I'll try again at some point.

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    12 days ago

    Hi elkingdl thanks for your post although we're sorry to hear of the concerns you've raised here.

    We appreciate it's been a few days since you posted this, has the issue with the WiFi Pods resolved themselves or do you still need assistance?

    Please keep us posted.

    Many thanks

    • elkingdl's avatar
      elkingdl
      On our wavelength
      9 days ago

      Hi Tom - unfortunately not, the pods still won't connect when I try to add them and after it fails the first time it tells me to retry with a pod that has a totally different serial number to either of the pods that I have.

    • elkingdl's avatar
      elkingdl
      On our wavelength
      8 days ago

      The issues still persist.  I tried using the online help service today in live chat and spent two hours to confirm the pods weren’t connected to my router and that it was “odd” that the serial numbers didn’t match what was being asked for in the app.

      any help would be greatly appreciated as I don’t think I can cope with another tech support assistance session where every prompt needs 5-10 minutes for a response.

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        7 days ago

        Hi elkingdl thanks for your reply here.

        Sorry to hear this is still ongoing for you.

        Please let me send you a PM so I can investigate further for you, respond directly when you can!
        Many thanks

  • chelleburgess's avatar
    chelleburgess
    Tuning in
    11 days ago

    Exactly the same happened to me on Saturday! My WiFi pod and also doorbell camera were disconnected and would not reconnect all day. Finally in the evening it worked - VM do not know how or why this happened. Hopefully you also managed to reconnect. 

    • elkingdl's avatar
      elkingdl
      On our wavelength
      9 days ago

      Unfortunately they are still broken and just keep going around the same loop.