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Can’t order Pods on Connect app

handelaar101
Joining in

We recently had our Hub 5 installed by Virgin. Our house has a lot of thick internal walls which means the signal doesn’t reach far at all - barely outside the room, let alone beyond that where we have a home office. 2 Engineers have suggested Virgin Media Pods to extend the signal and were told to do room scans using the Virgin Media Connect app which would allow us to order them. 

We have several black spots in the house, but the only problem with trying to order them or show Virgin that you have black spots is that you have to be connected to the Wi-Fi whilst scanning the signal from the rooms. If you can not connect to the Wi-Fi in those rooms, you can’t show black spots. I have several rooms getting speeds under 30mb speed despite a gigabit connection to the house.

I can’t order Pods via the app and the engineers are telling me they can not process this. We called Virgin to order one and the person on the phone said they had placed the order, but after chasing it a few days later - the order was never placed.

What should I do to get the Pods ordered? I’m going to need at least 3 of them as we had previously with BT, but even getting the first one wasn’t this complicated…

7 REPLIES 7

John_GS
Forum Team
Forum Team

Hi @handelaar101 

Thanks for posting and welcome to the community.

Sorry to hear of any WiFi issues.

I'll send you a PM now to assist further.

John_GS
Forum Team


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TheKhan
Tuning in

Empathise with you. Really frustrating. Did you get this sorted? I have spent multiple hours trying to get a pod. 

I didn't get a PM to assist though. Just a public forum bot-splain. 

I've had someone reach out via private message for details but nothing since. Hoping by end of the week one is at least ordered. 

They make it so hard to get what you're supposedly entitled to!

BillBudd
Superfast

It has always seemed odd to me, that in oder to order the pods you have to scan using the app in the affected location.  But if the wifi signal is so poor in a location that the app can't connect, how do you perform a scan?

I do not work for VM. Services: 2 x HD TV (+ Sky Sports, TNT sport), x2 Tivo boxes (WiFi) Hub5 1gb, Talk Weekend Phone on IP.

My point exactly! Surely somebody at Virgin Media in some tech team or app building team somewhere has to have noticed this!

They want the app to highlight blackspots but you can't connect to the app or WiFi in those blackspots!

handelaar101
Joining in

I've received my first pod now through the reply from Virgin Media and messages in Inbox. Also fixed another issue I had as well.

The signal is stronger to a couple of the areas in my house but still getting a blackspot in 2 of bedrooms so will need another pod or two. 

Hopefully easier to order than the first one!

Hi @handelaar101 

If you'd like to respond to the PM I've sent, we can assist with this and the other issue raised 🙂

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill