Existing WiFi Pod not linked to replacement Hub 4

[lyzzys]

I have had to have my Hub 4 replaced, I have a WiFi pod which was linked to the old Hub 4 but it isn't connecting to the new replacement Hub 4, from reading other posts I believe all I need is someone to link my old pod to my replacement Hub 4. I've phoned customer services & the person I spoke to didn't seem to understand my issue & has booked an engineer visit for next week.

Is anyone able to help me get the pod linked to my new Hub 4 without the engineer visit next week? 

Thanks

[Molly_T]

Hi Iyzzys 👋 welcome to the community! Thank you for posting. 

Sorry to hear about the issues with your Wi-Fi POD linking with your new hub. We just need to get this re-provisioned for you internally by the Fault Management Service (FMS). You are completely correct, you shouldn't need a technicians appointment for this. 

I will send you a PM to confirm a few account details so we can get this cancelled for you and resolve the POD pairing remotely. You can find this in the top right corner of the page in your Inbox. 📩 We can return to this thread with another update when possible. 

As sadly the community forum is not an instant response service, in the scenario your appointment is upcoming immediately you can also cancel this with us by phone  You can call us on📞 0345 454 1111 or 150 from a VM landline. Or WhatsApp us on +447305 327 112. 

Thanks for your patience whilst we get this sorted. Wishing you all the best. 🌞
 

[-tony-]

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@Molly_T wrote:

Hi Iyzzys 👋 welcome to the community! Thank you for posting. 

Sorry to hear about the issues with your Wi-Fi POD linking with your new hub. We just need to get this re-provisioned for you internally by the Fault Management Service (FMS). You are completely correct, you shouldn't need a technicians appointment for this. 

we are constantly told that offshore who i have no doubt booked the tech are trained to the same high standard as all other agents so its hard to understand way a tech was booked  - well its not really but lets not get into that

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[Molly_T]

Hi All 👋 Just returning to this public thread to keep it updated. 

Huge thanks to Iyzzys for PMing with me 📨 and for their patience whilst we got this sorted. 

There was an ongoing issue with pairing the Hub 4 and the Wi-Fi Pod's which continued to cause issues getting this resolved. We are aware of this issue and are working to get this resolved ASAP internally, however this caused some delays to the usual estimated fix time of this issue. We raised a complaint so there was a record of this and we could support with the resolution. We later sent a replacement Hub 5 which the pod's were able to connect with, and resolved the Wi-Fi coverage issues. The fault and complaint have now been resolved, and everything is sorted. I appreciate this took longer than we would usually like due to the pod pairing issue, but I'm glad to see it resolved now. Thanks again to Iyzzys - please let us know if there is anything outstanding you need our help with!

Wishing you all the best. 🌞