How to order a booster?
Hi, how do you order a WiFi booster? It says to do it by the connect app, but that just sends you round in circles.
Forum Discussion
Hi Pauline.
I tried calling but I get through to an automated system that tells me there is a problem in my area and doesn’t allow me to select an option to talk to someone. As such it’s very difficult to actually speak to someone in person and order a pod/extender.
I also downloaded the app but it won’t connect unless I’m at the house with the wifi (which is t working atm because if local technical issues which are separate to my request and issues)
Can someone contact me or simply send one out of they have my details?
best
jeff
Hi BigBean,
Thank you for coming back to us about your WiFi Pod query.
Sorry to hear that there's a local fault impacting your services! I've taken a look at our systems, and I can see that there is an SNR (Signal to Noise Ratio) Outage that's impacting your broadband and TV services. The fault number is F010351675 and the current estimated fix time is listed as 12/01/23 at 11am.
If there's a local outage impacting services, you'll be unable to order a WiFi Pod. Please wait until the outage is resolved and contact our dedicated team on 0800 064 3850 as previously advised. We're unable to process WiFi Pod orders through this platform. The only ways to place an order is through the Connect App or by calling in. The Connect App should be used at your property as it is connected to the Hub and will pick up on any connection issues and blackspots in the home.
Keep us updated on how you get on so we can help further.
Thank you.
Hi Paulina_Z
I received a message saying the area problem was resolved however it is not unfortunately. This is not the reason why i have been requesting a booster however as we need one because we have some building works being undertaken and I need service beyond the reach of the main router. I am unable to speak to anyone human at the call centre. It's an absurd system and causing much frustration. I am now being advised by the pre recorded system that the area service remains down and again not able to speak to anyone about sending me a booster so that when the system is up again and running we can operate at full speed. I am lost as to how to communicate with Virgin.
I simply need a booster sent out.
I then need updates on the system repair.
I will be requesting a refund on the time no service available.
If this poor service and non communication continues I will seek to cancel my contract on such grounds as this really is very poor that one is unable to speak to employees who know about matters and are able to provide the minimum service expected.
Best
Jeff
- Ashleigh_C
Forum Team
Hi there BigBean
I'm very sorry to hear that you have been facing these issues with ordering a Pod. Just to confirm have you been able to try following the steps to order the Pod:
· Tap Start the scan
· Then Start the scan again
· While connect to WiFi, Tap I’m ready
· Wait 2 mintues for Scan
· Scan complete, Tap continue
· Tap Add a room, Tap the room you're in
· Start the Scan (do this in every room)
· Scan complete
· Tap Optimise WiFi now if an option
· If so, Tap Optimise
· Optimisation complete, Tap Rescan room,
· Tap Start Scan
· Tap Order a WiFi Booster if an option
