Forum Discussion

TheBoyConker's avatar
TheBoyConker
Tuning in
2 years ago

WiFi Pods not working since Hub upgrade

Hey folks, new here.

I have just upgraded to Hub 5 from Hub 3. Wifi is set up and working but the pods have failed to connect. I have tried all the usual stuff such as rebooting the hub, rebooting the pods, moving the pods closer to router etc.

I have two pods, both white, one is flashing white and one is flashing blue. I have left them for a couple of hours now and nothing has changed. 

Main issue that I have is that I need one of the pods for IP phone usage so this is causing a major issue. Can anyone help please. 

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

    For the Pods, try calling the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub/Pods serial number/MAC address from the barcode sticker, and your account number.

    • TheBoyConker's avatar
      TheBoyConker
      Tuning in
      2 years ago

      Thanks.

      Ive called technical support and they have been unable to help so far.

    • TheBoyConker's avatar
      TheBoyConker
      Tuning in
      2 years ago

      I tried calling the number above but it just gave me the main options, no activation team. 

  • TheBoyConker's avatar
    TheBoyConker
    Tuning in
    2 years ago

    Adding to the thread. I called support three times yesterday and was assured a call back from support on each occasion. I had to be proactive and buy a non-Virgin mesh extender from a local retailer at £43.00 which, after 2 minutes of configuraton, worked perfectly and gives a considerable boost to the home wifi signal and the IP phone connected instantly. This is a disappointing end to what should have been quite an exciting upgrade (I upgraded the TV package as well).

    • Megan_L's avatar
      Megan_L
      Forum Team
      2 years ago

      Hi TheBoyConker,

      Thanks for coming back to me, sorry to hear about this poorly handled situation with your WIFI Pods after you upgraded your Hub 😥 

      We are glad to hear you've found a work around, but if you still would like some help with your Pods please let us know. 

      Thanks,

      Megan_L

      • TheBoyConker's avatar
        TheBoyConker
        Tuning in
        2 years ago

        Hello Megan, thanks for the note.

        I am still waiting for the call back from support. I have two pods which are not working and would certainly benefit from replacements and I dont want to have to purchase more extenders. As part of my package I am entitled to three pods so please DM me and we can work out how to get replacements sent and set up properly. One of the support calls I made referred me to second line to try and get the ones I have to work - I didnt get a call from 2nd line support.

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

      If you were paying for the Pods, I hope you have returned them.  Glad to see you got sorted and your wifi is now in tip top shape !

  • achorley's avatar
    achorley
    Joining in
    2 years ago

    I have the exact same issue. Following a home move which included an upgrade to a hub5, I cannot get any of my 3 wifi pods to connect.

  • Frog1956's avatar
    Frog1956
    Joining in
    2 years ago

    Hi. I have just upgraded our Hub from 3 to 5 and the white WiFi pod has stopped working. After 2-days the light just keeps blinking plus the Connect APP cannot locate it.

    Any ideas on how to reset the WiFi Pod so it connects to the new Hub?

     

    • TheBoyConker's avatar
      TheBoyConker
      Tuning in
      2 years ago

      Hi Frog, I have a resolution. I made direct contact with support, via here as direct support via phone was, well, pretty poor to say the least despite calling many times and being on hold for what feels like a few hours and not receiving return calls as promised. 

      https://community.virginmedia.com/t5/user/viewprofilepage/user-id/325594

      This forum member engaged in direct messages and was very helpful by contrast. She took the serial numbers from the pods and reassigned them at the back end to the new router after which they started working straight away. Quite why 1st and 2nd line support via the phone were'nt able to help on what seems a simple sysadmin task I dont know but moaning aside, all is now working well.

    • Martin_N's avatar
      Martin_N
      Forum Team
      2 years ago

      Hi Frog1956,

      Thank you for your post and welcome to the community. 

      I'm very sorry for any issue you're having with your WiFi pod. 

      I am happy to take a look into this for you. 

      I will private message you now. 

      ^Martin

    • Beth_G's avatar
      Beth_G
      Forum Team
      2 years ago

      Hi Frog1956 

      Thanks for letting me know that your Pod is now functioning with your new Hub.

      If you need anything else, just give us a shout.

      Kind regards,

      • Deb77uk's avatar
        Deb77uk
        Tuning in
        2 years ago

        Hi, 

        Please could I have assistance? I’ve received a new hub today due to repeated faults and limited WiFi from the previous one.
        My two WiFi pods no longer connect to the new hub. I’ve reset the hub several times, switched the pods off and back on again, but nothing seems to work. Really hoping this is a quick fix as I work from home and currently have no internet from the office space! Please help.

        Thank you in advance, Deb.