App cannot scan so having challenging time getting Pod

[dwonk65]

New to virgin broadband, fibre 1 gig and sky Q and 2 Q min

Virgin App not able to scan WiFi strength so I used the chat system to get a Pod to boost a weak signal at back of house. It was an hour of waiting but eventually had a human chat who organised a Pod.  I have received no email and no Pod

Sky Q is losing network and Internet once a day!  reboot fixed issue

I scanned the rooms with speed test and Nperf 

[Client62]

Even if you could use VM Connect to scan it does not contain any method to request or order VM Pods.

Immediately available Retail Wi-Fi Repeaters begin at £20 & work with every ISP,
unlike the VM Pods will only be paired to your current VM Hub.

https://www.toolstation.com/tp-link-wi-fi-range-extender/p52846

[Gareth_L]

Hello dwonk65.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with your signal issues
I'd like to take a look into this for you and get a Pod ordered.
If you don't mind, I'll need to send you a private message to pass security. 
If you can check the logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[dwonk65]

I think you are supposed to use the app to prove you need the pod via testing. I was contacted by support to say Yodel will be contacting me with a tracking number for a pod, I have had no email about the pod from Virgin or Yodel. 

[Client62]

Very odd the Connect app lacks a method to request / order VM Pods.

In practice the suggestion to use the Connect app to perform various scans is more about delaying issuing VM Pods for a long as it humanly possible and making it such a painful time consuming process that you don't bother asking for a second and then a third VM Pod.

If it was other the process would be you ordered a service that included a VM Hub and 3 Pods here they are,
or the pods are say £125 for a set of 3 delivered, click on add to basket and make an online payment.

[jpeg1]

The original principle was that the Connect app would allow you to order the first pod after showing the area of poor coverage, to automate the process and remove the need for staff time. But that was removed, probably because too many pods were being ordered.  So now you either have to go through the phone-in process or wait for a helpful staff person here. 

[Gareth_L]

Good morning Barry.

Would it also be okay to take the other two answers please?

Can you confirm the contact email address that's registered on the account?
Can you confirm the last 4 digits of the bank account number registered on this account?

Gareth_L