Need to Pair 3x Wifi pods with replacement router

[itschrissi]

I joined Virgin broadband on 16th May 2024. So far we have 4 Engineers, one new external cable (eventually) two new internal cables, two new routers and 3 wifi pods. The new router has arrived today and now none of the wifi pods are working. We have not had a reliable connection since joining and now the online chat person is saying i need to pay for three new pods as the ones I have cannot be repaired with a new router. I am seriously considering calling disconnections and getting it all taken away. Any suggestions on how to repair the pods with my new router please?

[Client62 · Accepted solution]

Time VM got their finger out of their derriere and sorted this for customers when replacement Hubs are issues !

Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.
For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

Re-pairing VM Pods to the new VM Hub is not chargeable, do we have a fraud attempt as well as bone idleness ?

[itschrissi]

Thanks, Just on the call with them now, they are still trying to tell me i need new pods and the ones i have had for a week cant be connected to the new router. I am so bored of being fobbed off and lied to by VM and I have only been a customer for 2 weeks! 

[Adduxi]

Pity you are outside the 14 day cooling off period. I guess you are in for the long haul of 18 months. 

[itschrissi]

just spent an hour on the call only for the 3rd person I was passed to to hang up on me! Surely the 14 day cooling off period only begins when the wifi actually works? As I am yet to get it up and running correctly I hope I should still be able to cancel. It is rubbish

[Zach_R]

Hi @itschrissi,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear you had some trouble with pairing your Wi-Fi Pods following a replacement router being provided. Are these issues ongoing today, or have they since been resolved?

Thanks,
 

[Sephiroth]

Never use those wretched WiFi pods.  See the pairing problem for details.  The equally wretched Connect app is further grief.  Inn a decent system, everything should be plugin and play.  You’ll get a much better service if you lay out a bit of dosh to buy a decent router with meshed APs, putting your hub into modem mode.   Mesh pairing is much simpler with a commercial router and, better still, no Connect app.