Forum Discussion

radders7's avatar
radders7
Joining in
2 years ago

Unable to order WiFi pods

I feel like I am going around in circles to get Wi-Fi pods. The app won't give me the option to order one, despite the scans showing low speeds in multiple zones and totally unable to connect to wi-fi in some rooms.

It's impossible to get through to anyone on the phone. I am desperately searching for someone for Virgin Media to assist me with this as I've only been a customer for a fortnight and everything seems such a struggle to complete.

I've tried the Customer Service numbers from this forum but end up going around in loops.  

pod
Pods
WIFI

18 Replies

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  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    2 years ago

    Hi radders7, thanks for reaching out to us on the Virgin Media Community Forums. 👋🏼

    I'm sorry to hear about the issues you are having when trying to order out the Wi-Fi pods. 😞
    I will assist you on this and send a private message.

    Kind regards,
    Ilyas.

  • 13geckotoes's avatar
    13geckotoes
    Tuning in
    2 years ago

    Me too. On installation of my new hub a few weeks ago, the engineer told me I could order pods through the app once I'd surveyed the rooms, and I couldn't. The online help and chatbot don't give any info about how to actually order, and send you round and round in circles. I assume this is a deliberate choice on VM's part, as they're not inexpensive bits of kit, but I don't have time to sit on hold for another hour to the call centre!

    • Jodi_S's avatar
      Jodi_S
      Forum Team (Retired)
      2 years ago

      Hi 13geckotoes,

      A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're having trouble ordering our WIFI pods through our Connect App.

      I would be happy to help get one ordered for you; I'll pop you over a private message to take some details. Click on the envelope at the top of the page to accept the chat.

      Kind regards Jodi. 

    • Jodi_S's avatar
      Jodi_S
      Forum Team (Retired)
      2 years ago

      Thanks for the private message 13geckotoes,

      Your pod has now been ordered and will arrive when stated in the private message. Pease keep us posted with how you get on.

      Kind regards Jodi. 

  • Princehabeeb7's avatar
    Princehabeeb7
    Joining in
    2 years ago

     I have been using virgin media for a year. Moved home and still using virgin media. The wifi is limited to the living room. I cant connect in other rooms. I switched my contract to pay more just to get the pods but I am being dribbled from one app to the other just to order the pod. My reason for switching contract was to improve the connectivity but the run around to get the pod is alarming. Also, you are told to scan the rooms in the house but rooms without internet cannot be scanned

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      2 years ago

      Him Princehabeeb7,

      Thank you for reaching out to us in our community and welcome, sorry to hear you are facing black spots in your property and have been unable to order our WiFi Pod, I will be happy o help, I will send you an invite into a private chat, please look out for the white envelope to accept.

      Regards

      Paul.

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    2 years ago

    Hi radders7,

    Thank you for getting back to us via private message. I'm glad that we were able to address and resolve the concerns that you had.

    Please do let us know if there's anything more that we can help you with.

    Thanks,
     

  • sevmccaig's avatar
    sevmccaig
    Joining in
    2 years ago

    I’ve had virgin WiFi installed since August and my wife cannot connect to the internet in her office due to the poor signal. I’m finding very difficult to order WiFi pods on the connect app. Can anyone assist? 

    Thanks 

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Sevmccaig 👋 welcome to the community! Thank you for joining this thread, and for posting!

      Sorry to hear you are experiencing some difficulties with Wi-Fi coverage in your home, and subsequently ordering a Wi-Fi POD to help support with these. Thanks for confirming you have tried to order one via the connect app 👉 https://virg.in/connectapp but have been unable to. We will need to send you a PM to confirm a few bits of account information so we can help in getting one of these ordered for you manually instead. You can also find more information about the Wi-Fi PODs if needed here 👉Intelligent WiFi | Virgin Media . 

      You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

      Wishing you all the best. 🌞

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 years ago

      Hi All 👋 Just returning to this public thread to keep things updated. 

      Thanks to sevmccaig for PMing with me! 📩 I was able to confirm all the details needed and ensure a Wi-Fi POD was sent out to them - which has now arrived and is working perfectly!

      Thanks for the patience whilst I was able to help get this resolved. Hopefully there are no further issues moving forwards, but if you do need additional support please feel to pop back here and we will be happy to help!
      Wishing you all the best. 🌞

  • MarcinWozniak's avatar
    MarcinWozniak
    Joining in
    2 years ago

    Hi, It seem impossible to order the pods through your app or via customer service. cust Serv are saying I need to do this through the app, but according to your app, 1Mbps upload and 5Mbps download, or 0Mbps Upload and 1 Mbps Download are great speed! ( all rooms I've scanned are green!) and it is impossible to order those. Tennant living in this house ( same house) before me also had Virgin media and she needed 3 pods otherwise house was not covered. This is still the same house, it did not shrink as some of your customer service operatives suggested, neither it was extended. Please let me know how I can order the pods which are included in the deal I've signed up to. There are places at home where I have no network at all, but I cannot scan them because to do so the app needs to be connected to WiFi hub, but there is no signal so I cannot scan. This has been going on for 1.5 months now. Looking at this  chat thread I see that you are able to order the pods at your end. Can you also help me with this please? Thank you. Marcin

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 years ago

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

      We can certainly help to look into this for you. However, we can only order one Pod at one time so there may be a little while before we can get you the 3 you require.

      Despite this, please expect a PM from me to arrive shortly and respond directly when you can!
      Many thanks

  • craskr's avatar
    craskr
    Joining in
    12 months ago

    Hi - I have the same issue. I have poor WiFi in one room and I’m unable to order an additional WiFi pod despite running the scan and only getting 5mbs a second at best. Been round in circles with chat and call centre.

    please help.

    thanks

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      12 months ago

      Hi craskr,

      Thanks for posting and welcome to our community 😊

      We've had a look at things from our side, and can see it's been some time since you rebooted your hub. If you can please do this first and give it 24 hours to see if the WiFi improves.

      Keep us posted.

      Alex_Rm

      • craskr's avatar
        craskr
        Joining in
        12 months ago

        Hi Alex - I have done that but it hasn’t made any difference to the signal strength which is practically zero as it’s a new room in the loft.

        Please can you order the black pod for me?

         

        thanks 

  • mlzach's avatar
    mlzach
    Settling in
    4 months ago

    HI, im having this exact problem. got the app. did the tests, verified two poor spots in home. no option to order. going round in circles between app and web service area checks. its not as easy to order as they advertised to be. have been on this volt service since July last year. been really difficult to find someone to speak to. whatsapp support messages are not coming through, Bot agent is useless and Im getting really fed up with this. Please could someone help me. thanks