Brown box cover broken & wifi poor in room

[Kanavoro]

Hi, I've only just joined last month and hope you can please help with my issues:

I had the broadband installed last month as mentioned but, unfortunately, the cover of the brown box outside has already come off and the wires are sticking out. How can we fix this?

Also, the connection in my bedroom is kind of OK, but I often see my phone disconnect because it's not a good signal. Would I be eligible for one of those wifi booster things please? 

Thanks in advance for your help ☆

[jbrennand]

Post up a photo of the box so a VM person can see it and arrange a fix - they usually take a few days to get here.

Re the wifi pods... see this
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If it is a wifi only issue, then on a Hub3/4/5, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you.

You do have to call in to order the first one (cant do it online the website is borked) - or try the web-chat or Whatsapp functions (that has worked for some) - or just wait here for a VM person to respond in a day or two and they will sort the first one for you .

If not… you will be charged £5/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) Powerline adapters (+/- inbuilt Wifi,) (5) A combination of (2,3,4).

£40-100 should sort it for most customers with an average property and usage.

[Kath_F]

Hi Kanavoro, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that your brown box has fallen apart. We can certainly get an appointment booked in to get this resolved for you but we will need to confirm some information with you. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi Kanavoro, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

In terms of the WiFi pod, I have sent you another message regarding this. 

Take care.

[Paul_DN]

Hi Kanavoro,

Thank you for reaching back out to us, I can see it has been arranged for the brown box on the wall to be fixed/ replaced however no Pod has been ordered, due to the package you are on these are chargeable, you can order these yourself if needed, I advised  first trying our WIFI Hint Tips and general support, including our Connect app, this allows you to diagnose and fix most WIFI issues and can also locate black spots, if these are found the App will help you order our Intelligent WIFI Pods.

Regards

Paul.