Forum Discussion

Paul0667's avatar
Paul0667
Tuning in
2 months ago

WiFi Pod delivery

I recently upgraded to Gig1. Delivery of the Hub 5 a few weeks ago by Yodel was great.

As the wifi is not covering the whole house, and the upgrade includes wifimax, I ordered a wifi pod a couple of weeks ago.

A delivery date appeared in my virgin media showing 4th Dec 8am-6pm. But no tracking info on there, and no emails recieved from Yodel.

I stayed in, but nothing was delivered. Made a complaint to VM, their reply was not helpful, their stated resolution was that I MUST have tracking info in emails or text from Yodel, and to refer to that.  I have replied stating I have NOT recieved any email or text from Yodel. But no reply from VM so far, and no pod.

So frustrating, I can accept delays, especially this time of year, but no way of knowing whats happening with my delivery, or if it has even been despatched to Yodel.

Any Suggestions?

  • Akua_A's avatar
    Akua_A
    2 months ago

    Hi Paul0667 

    Welcome to our community forums and thank you for your first posts.

    Sorry to hear you are having delays with your WiFi pod. Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

    Thanks,

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 months ago

    Several threads related to delays on VM kit being delivered.

    Due to issues with warehouse distribution.

  • Paul0667's avatar
    Paul0667
    Tuning in
    2 months ago

    so far having tried replying to the called resolution to my complaint, I got no further reply, so I made a second complaint about the result of the first one, and this time they say somebody is looking in to it. Different wording this time and they didnt tell me to look at the yodel messages I dont have.   5 days late so far. Will update as it happens.

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 months ago

      Hi Paul0667 

      Welcome to our community forums and thank you for your first posts.

      Sorry to hear you are having delays with your WiFi pod. Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

      Thanks,

      • Paul0667's avatar
        Paul0667
        Tuning in
        2 months ago

        Hi Akua

         Thanks for the reply, nobody else at VM has contacted me, the 2nd complaint has been given the same result as the first. I learned about the "incident" from other posters here and reddit. I accept that incidents happen, and am otherwise very happy with VM, shame they didnt send a text or email to everyone  or put something in the myvirginmedia pages. I'll sit and wait and hopefully see my pod arrive sometime soon.

        Thanks

        Paul

  • Carrieo's avatar
    Carrieo
    Tuning in
    2 months ago

    Call VM and ask them for the tracking number. They said there’s same to me but I didn’t have it. VM then gave it to me. 
    but it’s not helpful because yodel site just says it’s still with VM. Was told I should have delivery by 28/12/24

  • jakemcdonagh8's avatar
    jakemcdonagh8
    Just joined
    2 months ago

    The situation is pretty much the same for me too, looking into my virgin media I can see that the delivery date for my pod should have been the 16th Dec 8am-6pm but no delivery appeared.

    Pretty annoying as there's a severe dark spot in my office space that's preventing me from working as efficiently as I should be

  • Paul0667's avatar
    Paul0667
    Tuning in
    2 months ago

    Update, VM phoned me yesterday to tell me the pod was being sent out, and it arrived this evening, finally here 14 days overdue.  It was very easy to setup, basically just plug it in somewhere in range of the hub signal. Im now getting a full strength wifi signal at the back of the house, but still very weak in the garden and garage/workshop. The instructions say to wait 24hrs for the pod to reach full capability, so I will be doing that, then ordering another.

    Additionaly, I notice that only the main wifi channel is extended, not the guest channel, hoping this improves during the 24hr period they mention.

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 months ago

      Hi Paul0667,

      Thank you for the update.

      Please note we advise customers to wait 7 days before ordering another pod. This is just to allow time for the pod to optimise, and for the customer to try different locations in the home if needed etc.

      If after this time any area of the home is still getting WiFi speeds below our WiFi guarantee, you can then order another pod. 

      There is more information here 

      If you have any further questions, please do pop back to us and we'd be happy to help.