Forum Discussion

Chris_jamo's avatar
Chris_jamo
Joining in
2 years ago

Wifi Pods - how to order

Hello, I was wondering if you could help me please. I did the speed test and it shows that some areas of my house the speed is minimal. I spoke over the phone with VM and I was told that I could apply for the WiFi pods, but I have been pushed from the app to the website and no visible option to order. I noticed that there is more people in the same situation. I renew my contract in August with the promise that my internet would be running smoothly and that it is not happening but I am still pay for something that I am not getting. It will be lovely if you could help me with this. Thank you 

 

[MOD EDIT: Subject title changed for clarity]

  • 4hc's avatar
    4hc
    Joining in
    8 months ago

    Hi. I have a wifi deadspot in my home and I am trying to order my second WiFi Pod. I have a Volt plan. I am stuck in endless loop between app and website, without any link to order a pod. May I request a mod to help me please. I am happy to PM screenshots of poor speed obtained in VM Connect app. Thanks in advance.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      8 months ago

      Hey 4hc,

      Thank you for reaching out and I am sorry to hear this, also a warm welcome to the community,

      I've taken a look and I can see you've spoke to the team since this post, did they manage to help at all?

  • acm94's avatar
    acm94
    Joining in
    8 months ago

    Hi, please can I have some help as I’m having the same issues as everyone above - I have performed a scan on the connect app and confirmed to have poor service but no way of ordering the pods (also a volt customer) Thanks! 

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      8 months ago

      Hi acm94,

      Thanks for posting and welcome to our community 😊

      Sorry to hear you're having some issues with ordering pods. So I can get a few more details from you I've popped you over a private message.

      Alex_Rm

  • maff90's avatar
    maff90
    Tuning in
    8 months ago

    If you want to order wifi pods you need to kick up a lot of fuzz and send some formal complaints, eventually they seem to do it. Very much feel like they are completely false advertising! They make it sound like if you've got bad wifi spots you hit a button and they send you some pods. The actual process involves wasting hours of your time which I guess most people don't bother doing.

  • JonandPips's avatar
    JonandPips
    Tuning in
    9 months ago

    Can you please help me. My signal is marked as poor in three rooms BUT it does not give me an option to order pods. I have just moved from EE where I had 3 discs. I was promised these but have been left abandoned. Please help.

    • Kath_P's avatar
      Kath_P
      Forum Team
      9 months ago

      Hi JonandPips,

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      I can see my colleague has already replied to your thread here: Everything going wrong

      Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

      Have a look at the reply on the other thread and stick with that one so we keep all the information in one place. 

      Thanks, 

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      11 months ago

      Hi Bazza1086,

      Thanks for posting and sorry you're having some issues ordering a pod. We've had a look at things from our side, and due to the area you're in this isn't something we can help with.

      You will need to call us on 150/ 0345 454 1111 and you'll be automatically routed to the team that can help.

      Alex_Rm

  • Claire53's avatar
    Claire53
    Joining in
    2 years ago

    Hi, 

    I am also having the same issue as the posters above. I have various black spots in the house and have used the Connect app to test the signal. I receive a message to say I can order pods due to poor signal but it tells me to go to the website and I can’t find anywhere to order them. 
    Can you please send me a PM as well? 
    Thank you 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      12 months ago

      Hi Claire53

      Thank you for your post and welcome to our community.

      We are sorry to hear about the WiFi issues you are having,

      What WiFi speeds are you receiving please when running a speed test?

      Do you have our connect app?

      Please pop back to us when you can. 

       

       

      • Claire53's avatar
        Claire53
        Joining in
        12 months ago

        Hi, 

        Yes I have the connect app. I have ran tests in each room of the house and get good signal in most rooms but speeds of 18 and 22 upstairs. The app said I can order pods but there is no option to do that. It refers me to the website where it sends me back to the app. 
        Can you help me order the pods please? 

  • radg100's avatar
    radg100
    Tuning in
    2 years ago

    I'm having the same issue - two wifi deadspots found in the connect app which says pods could improve it but no link to order one just a more info about pods page. I'm on gigabit broadband so should be eligable...

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi radg100, 

      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 you've been having an issue trying to order a WiFi Pod. This is something we can certainly check for you but 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, 

      • rde123's avatar
        rde123
        Tuning in
        8 months ago

        I am also struggling to order via the app and don't have WiFi in two of my rooms despite having one pod already. 

        Can somebody please help me?

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Glad we have managed to get this ordered for you, anything you need going forward let us know. 

    • Pixiegir1's avatar
      Pixiegir1
      Joining in
      2 years ago

      Hi Forum Team Matthew

      Please see my message above. I have not yet been helped with this. If you read my message i have same issue as original poster. Can you please PM me to assist me ordering my 1st wifi pod, as connect app confirmed "poor" wifi & advised wifi pod...but did not give ability to order this

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

        Hi Pixiegir1,

        Thanks for your post and welcome back to the community.

        Sorry to hear you've been experiencing issues with getting a Pod ordered, so we can take a further look I've dropped you a PM.

        The message will appear within the envelope icon.

        Regards,

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Hey Chris,_jamo, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community,

    I am sorry the App wouldn't let you order a pod.

    Normally the best way to get a pod order is download the Virgin Connect app, from here do a scan.

    If the scan picks up that you need a pod it will allow you to order some.

    However they can be chargeable depending what package you on.

    They are free on Volt, 1GB or Oomph.

    I will send you a PM anyway to see if we can process it. 

    • Hoisin's avatar
      Hoisin
      Tuning in
      7 months ago

      Hello

      I am on volt, have one pod but need to order a second.  The issue is Connect will NOT work on my network.  Have resinstalled and restarted the app and the hub, but nothing.  I can't spend any longer holding on the phone or whatsapp.  Could you order me a second pod please?

      • Carley_S's avatar
        Carley_S
        Forum Team
        7 months ago

        Hi Hoisin 

        Welcome back to the community forums 

        Sorry to hear you've not been able to order a pod through the Connect App. 

        Checking the systems at our side we can see that you've already been in touch with the team who have advised further on this process for you. There cannot be more than one pod on order at a time and we'll need to wait for this to be delivered and has been connected/active for 5 days before we can start the tests again to see if you're eligible for another pod. 

        Please do try the Connect App again for these test at the end of the week, or alternatively, if the Connect App is not working for you, try running the speed tests using Sam Knows here. 

         

    • Meeca's avatar
      Meeca
      Joining in
      8 months ago

      Hi, please could I get some help with this too, I’m in the same situation 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        8 months ago

        Hi Meeca 👋 Thank you for your post and welcome to the Virgin Media Community 😀

        We're sorry to hear about the situation you find yourself in 😔

        In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

    • Pixiegir1's avatar
      Pixiegir1
      Joining in
      2 years ago

      Hi Forum Team 

      Can you please PM to help place order for our 1st wifi pod too. We're in exact same position as chris_jamo notes in original post above.

      We consistently have low to non-existent wifi speed in one room, which Connect App scans confirm "poor" & post scan info advises wifi pod would likely resolve ...but app doesn't then give any visible option to place an order for one. It noted can also call to order so we tried that but got nowhere there too. I checked forum & saw many customers having same difficulty being unable to order wifi pods, & that you can assist doing that via PM. That would be a great help & very much aporeciated, if you could you please PM & put order through for our 1st wifi pod. 

      Thanks in advance for your help 🙂

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    If the Connect App is not allowing you to order Pods, then just wait here a day or two for a VM Mod to pick this up and discuss with your directly.