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KP9's avatar
KP9
Joining in
6 months ago

Wifi Pods not connecting to replacement hub 3

Due to a faulty ethernet port my Hub 3 was replaced / installed, like for like on 12 10.24. My previous hub worked fine with 2 pods and the VM connect app with just a faulty port.

Ever since my Hub 3 was replaced, the 2x WiFi Pods have failed to connect and the VM Connect App now displays an error message. I have rebooted the Hub, reset the Hub, unplugged the WiFi Pods, uninstalled app etc and nothing worked.

I have contacted Virgin Media customer services a dozen times over the last 2 to 3 weeks, had 2 engineers out, another replacement hub 3 and a new pod all to no avail.

Pairing has been requested numerous times, escalated (24 hour call back that never happens) and a engineer has requested IT look into the fault however this has been overruled and a further engineer requested.

I am not bothered about the VM app but I have barely any WiFi throughout my property now as I need those WiFi Pods to boost my signal

I would welcome any advice or suggestions as I just seem to be going In circles with the call centres who don't seem to have any solution.

4 Replies

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  • roy247's avatar
    roy247
    Hero
    6 months ago

    Don't know if this works but I have seen it posted by a member of the forum team, the connect app error might be unrelated my connect app broke 12 months ago and is being looked at. 🥱🥱🥱🥱💤💤💤💤💤💤💤💤

    Unplug any Ethernet cables attached to the router and wait at least 30 seconds, then plug them back in. Plug the router's power cable back into the outlet. Plug the modem back in and wait until the modem has finished powering on. Wait at least 2 minutes for your Pods' LEDs to stop blinking.

    It might need a call to Virgin.

     

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    It will need a call to VM to request the VM Pods are re-paired to the replacement VM Hub.

    VM are too bone idle to do this as a standard process.

  • KP9's avatar
    KP9
    Joining in
    6 months ago

    Thanks for the replies, a little update after 3 to 4 weeks of contact with virgin media, 3 engineer visits, 3 hub replacements and a new pod.

    So as stated by the 2nd engineer it was an IT problem. An undisclosed setting on the account/ hubs had been switched off so no matter how many times the pods were "paired" it would have made no difference.  Unsurprisingly once this setting switched on, all pods and VM app connected.

    Still no contact from the complaints department tho.......so don't waste your time 😉

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      5 months ago

      Hi there KP9 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your service and it took so long for this to be resolved! I am glad to hear however the team were finally able to fix this for you. I would be happy to take a look into your complaint with you as well via a private message. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.