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How to get Wi-Fi Pods reset?

Up to speed


I just upgraded Hub to V5 and thought I would give the Wi-Fi Pods another try .. as I had read that they perform much better compared to the V4 which never was reliable for me...

I plugged in one of the Pods and used the Connect utility but this doesn't see the pods. I guess that the pods need resetting as they previously were configured for the V4.

So I rang VM support and asked about getting 3 pods restarted... Well I got to the first one YAAJ1350**** and doesn't appear on VM's support system 😞 So I rang off...

Any idea HOW I can get the pods reset? Is there a simple process? Ringing 150 doesn't seem to be the answer 😞 Or do I need 3 NEW pods and can send the olds one back... ?!




Hi, I have the same issue. New Hub 5 installed which is working great but can get the wifi pods to work. 


Exact same issue here. I can’t get my wifi pods to work with my new hub 5. 


Hi lukehiggins10


Sorry to hear of the Pod issues since getting the new Hub, thanks for raising this via the forums and welcome to the community.


Sometimes when a hub is updated, the pods which are assigned to the hub itself aren't updated to be assigned to the new device. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.



Same for me after upgrading to a hub 5.

if a Virgin helper can send me a link to help please 

Hey Chinfella and welcome to the community. 

I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,


On our wavelength

Hi - exactly same for me - new Hub5 and new (black) wifi pod just pulsing white and not showing in the app. Please can you PM me to resolve. Thanks!

On our wavelength

Thanks to Steven_L for sorting this out for me - seems the pod needs to be associated to the router on your account, so mine must have either not been set, or set to my old Hub 3. If you get the same issue just PM the team and they will sort it.

Hi Steven,

We got a new internet box installed today as we were having issues with our last one. But our booster is still connecting under the old WiFi name instead of the new WiFi name. Hoping you will be able to help. 



Hi @Phil173 πŸ‘‹.

Thanks for reaching out to us, apologies for the delay in responding and the issues with your Wi-Fi pods. We can certainly reset them for you, we would need to bring you in for a private message to get some account details from you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon. 



Joining in

Same issue here - hub 5 replaced due to being borked by software update but neither pod is shown as connected via the app. Would appreciate any support. Thanks