Virgin Media Community

[Andyntl]

I was with NTL back in the day and the wifi reached every inch of my house. Over the last 20 years the speed has increased (in the room where the router is) but the signal strength in areas of the house where I need it has got worse and worse, despite upgrading to the latest, fastest packages. For context I get 300+mps download next to the router and 11 in my upstairs office. So after 9 phone calls I finally get a booster pod. I follow the simple set-up instructions and locate it in the same room as the router to give it the best chance of connecting. Nothing. After 5 calls I am told the pod is duff and they will send another. This arrives. Same problem as the first one. I call again and am told the first pod was not initialised at VM end, they say that both pods will now work in 24 hours. They don't. I call back and am told to restart the router, wait 30mins, plug in pods again. Nothing. Lights still flashing and can't see them on the VM connect app.

I've given up calling VM as the advice is inconsistent and they don't seem to have the right information about the account or equipment I have. I am told the pods are incompatible with my hub on one call, then am told to connect the pods by cable (they are wireless) – how do I resolve this?

[Adduxi · Accepted solution]

Make sure the Hub is set to factory settings as the Pods are designed to work this way.  Any deviation will cause problems.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

Also call the equipment activation number, about an hour after the reset, and they may be able to help. It's 0800 953 9500 and you will need the Hub serial number/MAC address from the barcode sticker, and your account number.

Some users have also reported using the WPS button has had success in pairing the Pods to work.

[Andyntl]

Thanks so much Adduxi that worked perfectly.

So it's taken weeks of bashing my head against the wall with Virgin to try and get this solved. To no avail. Yet someone who doesn't work for Virgin provided the support I needed within a couple of minutes.

Thank you community. People power beats corporates.

[Adduxi]

We do try our best 😊

[Zach_R]

Hi @Andyntl,

Thank you for your posts and welcome to our community forums. We're here to help.
 

I'm very sorry to hear that you had some complications with your Wi-Fi Pods, but I'm glad to see that @Adduxi was able to help you out. Please do let us know if there's anything more that we can assist you with.

Thanks,