Forum Discussion

psychlist's avatar
psychlist
On our wavelength
1 month ago

WiFi Pod (black): failure to install

Virgin recently sent me a WiFi pod (black) and I've expended several hours trying various things to get it installed, without success.

  • I have a SuperHub 4 and I'm using the Connect App on iOS 26.2 (iPhone 15 Pro Max).
  • The Connect app reports that installation has failed, and the Pod exhibits a flashing (dull) white light in the lower right corner.
  • The Pod serial number on the device matches that expected by the Connect app.
  • I've rebooted the SuperHub and reset the Pod.
  • The Hub and Pod are in the same room, for setup purposes.

Some screenshots below ... any ideas?

Thanks,
Peter

 

5 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    1 month ago

    Call VM Customer Services and ask them to pair the VM Pod to your VM Hub.

  • Michael_M's avatar
    Michael_M
    Icon for Forum Team rankForum Team
    1 month ago

    Hello Peter,

    Thanks for sharing the details, you’ve already tried all the right first steps. The flashing dull white light on the WiFi Pod usually means it isn’t pairing with the Hub, even though the serial number matches.

    Here are a few other things that can normally fix this:

     

    Double‑check the Hub 4 WiFi settings, the Pods need WiFi band steering to work. Make sure:

    • 2.4GHz and 5GHz have the same SSID (WiFi network name)
    • Channel optimisation is ON in the Hub 4 settings. If you’ve ever split the WiFi bands or renamed one network, the Pod won’t pair.

     

    Try a different power outlet

    • For setup, plug the Pod directly into a wall socket 5–10 feet from the Hub.
    • Avoid extension leads, surge protectors, or multi-plug adapters during pairing.

     

    Reboot the Hub after the Pod is plugged in

    • This forces the Hub to detect and register the Pod.
    • Just leave both devices powered during the reboot, it can take up to 10 minutes.

     

    Make sure the Pod is activated on your account

    • Even if the serial matches in the Connect app, the Pod still needs to be provisioned at our side. If it isn’t, the Pod will just keep flashing.

    We can check and activate it for you, we would need the following details (Please do not post this on public forums):

    • Your account holder’s name
    • Account number
    • Area reference

    If it still keeps flashing, It normally means the Pod hasn’t been correctly linked to your Hub in the backend system, or the Pod may be faulty. In that case, we can either re-provision it remotely, or send a replacement Pod if needed.

    Happy to sort this out for you Peter, just let us know if you want a private message from us and we’ll get it fixed. 👍

  • psychlist's avatar
    psychlist
    On our wavelength
    1 month ago

    Happy to sort this out for you Peter, just let us know if you want a private message from us and we’ll get it fixed.

    Hi Michael -- if you could PM me that would be great.

    Thanks,
    Peter

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      30 days ago

      Thanks for coming back to us, psychlist. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L

  • psychlist's avatar
    psychlist
    On our wavelength
    16 hours ago

    Just to follow up and confirm that the Pod is installed and working now.

    I used the VM Connect app on an iPad (Pro)  instead of the iPhone (15 Pro Max) I'd been using for all the many earlier attempts. It worked without issue.

    I don't know whether the change of device made the difference, or if something else had been updated in the meantime (there was a break of 3-4 weeks since my last unsuccessful attempt).