Hub 5 and WiFi pod not connecting

[CurtisMcM]

So I'm not the first and no doubt I'll not be the last to ask about this.

Recently got the v5 hub to replace my v3 and had 1 pod to remove a blackspot for WiFi in the house. This now no longer works and spends it's day blinking a white light.

Phoned virgin and was told that I'd be called back within 24 hrs but after reading here I'd be more shocked had they been in touch. I've hit the WPS button for 5 and 20 secs as per other advice and then turned on pod but nothing. I've connected it by ethernet which does work but only if it stays there - which it won't, being turned off puts it back to square 1.

Virgin connect app now shows hub 5 and pod but won't connect to either despite everything else operating on the WiFi.

Any help please before it gets volleyed out a window! Thanks

[carl_pearce]

What type of pod/extender is it?

[CurtisMcM]

The first hexagon one

[carl_pearce]

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@CurtisMcM wrote:

The first hexagon one

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They are usually linked to the HUB on your account, so if you have a new HUB and your account hasn't been updated by VM that would explain why the pod isn't working.

[CurtisMcM]

No worries, thank you. Hopefully it doesn't take much longer

[carl_pearce · Accepted solution]

I wouldn't hold up much hope it's actually going to happen!

You'll probably need to wait for a reply on here, which can take a day or two, or try contacting VM (Good luck!).

[Tom_W1]

Hi @CurtisMcM thanks for your post here although we're sorry to hear of the concerns you've raised here with your WiFi Pod not connecting to your new Hub.

We can see that that you were able to get this raised when you spoke to us recently, so hopefully the 2nd line team are able to provision the Pod to your new Hub ASAP.

If you haven't had any joy with the Pod working in a few days time then please don't hesitate to let us know and we can investigate this again for you.

Many thanks

[CurtisMcM]

Are there any developments with this as its now been a week since the new router was installed and surely a resolution must be close?

[jbrennand]

Try calling the Activation team yourself and see if that gets it done... as per.....

Call the equipment activation number on - 0800 953 9500 (follow options) – you will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

[John_GS]

Hi @CurtisMcM 

Thanks for coming back to the thread.

I can see you've called/chatted to the team since posting and we've booked a replacement Pod out for you.

Please let us know how you get on with the new Pod.

Best wishes.