Forum Discussion

Spears79's avatar
Spears79
Tuning in
6 months ago

Pods not connecting to new router

I have seen many posts about this and just would like to know what resolution anyone has had? 
we had a new router and the engineer failed to mention that the pods would no longer work, infact he said just turn them off and on again and they’ll be fine. Everyone I speak to at the call centre tells me a different solution, no one has called back or fulfilled any of the promise s they have made about sorting it. I’ve spent hours on the phone, going round in circles and still no closer to getting it sorted

i notice virgin have a guarantee where you get £100 credit if you have less than 30mbps in any room. Well currently I have zero coverage in a few rooms in my house, but I very much doubt they’ll be coughing up

im so frustrated by this whole process, our broadband has not been good enough for months, we finally get an engineer out and a new router, only for our 3 pods to now be worthless and still no signal where we need it!! I’ve spent an hour in the phone tonight and the person just hung up in the end as she couldn’t be bothered to help anymore! 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Contact VM and ask them the re-pair the all VM Pods with the replacement VM Hub.

    • Spears79's avatar
      Spears79
      Tuning in
      6 months ago

      That’s what I’ve tried to do, 3 times and told different things each time 

      yesterday they said that this just wasn’t possible 

      • Kath_P's avatar
        Kath_P
        Forum Team
        6 months ago

        Hi Spears79, 

        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 the pods and not currently working with the new hub. We'll need to reconfigure these to work with the new hub for you. In order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks, 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    One could believe VM Customer Support no longer wish to assist when
    the customers query will not result in being paid a sales commission.