Intelligent Wifi-Pod not working?

[murof]

The pod no longer seems to be working as it just seems to slowly pulse green (or white, I can't really tell the colour).

I have restarted the router and the pod and it stays the same.  I don't seem to see any reference to the pod in the router which is connected via an ethernet cable.

How can I tell if this is working?

[Ashleigh_C]

Hi there @murof

Thank you so much for your post and I am so sorry see this is happening with your WiFi Pod! 

Can I just ask if you have been able to access our WiFi pod help page at all here?

Thank you. 

[murof]

Hi Ash

Thanks for responding.  I have seen these pages, but there's nothing to tell me what is going on with mine and what I can do to restore the functionality it was providing.

[Ashleigh_C]

No problem @murof and thank you for confirming! 

I'd be more than happy to run some diagnostics from my side but from what I can see the Hub is currently reading as having some connection issues. Are you able to perform a factory reset for me? 

To do this push a pen etc into the 'reset' hole at the back of the Hub and hold it in for around 30 seconds. 

Thank you. 

[murof]

I'm not at home at the moment but can do it when I get there.

Just to confirm, you want me to reset my Hub and not the Pod?

[Tom_F]

Hi murof, yes please factory reset the hub. If the troubleshooting tips for the Pods haven't helped then possibly there's a wider issue with the connection.

Further to the advice above - it's my understanding the reset button needs to be held for 60 seconds to ensure it completely resets to default settings.

Once that's done and set back up - if you continue to experience issues please post your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how:

In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. If you have a hub 2 or 3 when the page loads don't log in but click ‘Check Router Status’. If you have a Hub 4 when the page loads log in and then click ‘Check Router Status’. Copy full sets of data onto here from the downstream, upstream, &  network logs pages and paste them here. Copy full sets of data onto here from the downstream, upstream, &  network logs pages and paste them here. Please don’t post screencaps - if you copy/paste the data the forum software should blank any sensitive details out for you. 

You can also set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections: https://www.thinkbroadband.com/broadband/monitoring/quality

Tom 

[murof]

Hi

So I have to reset my Hub to default settings because the pod is not working?  I have a lot of devices connected to it and people using is, and the hub itself is and the wifi from there is working fine.

Why do I have to do this and lose all my settings on my router?  Why can't I just reset the pod?  the pod is the only thing not working.

[Tom_F]

If you're confident the problem lies with the Pod then go ahead - however I assumed you'd have covered that when going through the troubleshooting tips referred to above.

Tom 

[murof]

Well, everything is working well, apart from the area covered by the Pod, and the fact that it has a constant pulsing light showing tells me something is wrong with it.  But there is no way of investigating this or even resetting the device that I can see.  I don't understand why VM are being so secretive with the settings/configuration of this device.

[Tom_F]

The troubleshooting guide explains that to reset them you just unplug them, if that hasn't helped then there could be a fault with the device - however as far as I'm aware we can't offer replacements from here you would need to speak with the faults teams on 150/ 0345 454 1111 for help with that.

Though I wouldn't rule out potential wider issues, as I've run further checks on your services and can see there are potential issues with the power-levels which is why I advised to try a reset/posting hub logs so we can double-check for any issues there as well. 

Tom