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maslam01's avatar
maslam01
Joining in
12 months ago

WiFi Pod - Router replacement

It so frustrating to see why so many people have the same problem and yet VM or their CS don’t seem to have a clue.

So, I had my router replaced today by a VM technician with the Hub 5. Ever since the router has been replaced my WiFi Pods (white) would not connect. It seems, like with all other similar posts the VM backend team forgets to link the Pods to the new Hub and then customers have to chase them to get it linked and sometimes this takes weeks as the CS team seem to have no clue on how to resolve this.

could someone from the support team please get in touch to help resolve the issue with my 3 WiFi Pods.

5 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement 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.

    I must have posted this 3 dozen plus some times !

    • maslam01's avatar
      maslam01
      Joining in
      12 months ago

      Thanks for the reply. However, VM CS are clueless about this simple and so frequently reported problem. Wasted an hour this morning trying to get this done with no luck. 

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    The Activation Team ( i.e. not Customer Services ) do the re-pair of VM Pods to a new Hub.

  • maslam01's avatar
    maslam01
    Joining in
    12 months ago

    Is there a direct number for them as the above number takes me to the CS not the activation team.

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      12 months ago

      Hi maslam01,

      Thank you for your posts and welcome to our community forums. We're here to help.
       

      I'm sorry to hear you've had some issues recently with the pairing of Pods with your new router. Has this been resolved for you by the team since your posts or do you need some further assistance?

      Thanks,