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Need to Pair 3x Wifi pods with replacement router

itschrissi
Joining in

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?

 

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

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 ?

See where this Helpful Answer was posted

6 REPLIES 6

Client62
Legend

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
Joining in

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
Very Insightful Person
Very Insightful Person

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

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itschrissi
Joining in

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

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,
 


Zach - Forum Team
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Sephiroth
Alessandro Volta

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.

Seph - ( DEFROCKED - My advice is at your risk)