Need wifi pods

[DazzyL]

My mother was the previous account holder at my address but she unfortunately passed away recently.  Under the old contract, we had 3 of the black wifi pods - but VM say, as I have a new contract,  I have to send them back and start the process all over again (which seems a bit silly to me, given that we'd already established they were necessary and are already on-site - you'd think they could just be provisioned to the new hub).

Anyway, I'd like to start that process again, if anybody can help?  I'll need 3 - but I understand VM has a policy of only issuing one at a time.  

[Beth_G]

Hi DazzyL

Thank you for your post. I'm very sorry to hear about the recent passing of your Mother, I know this must be a difficult time.

I'm surprised that you were asked to return the WiFi Pods to us if you were just taking over the account from her, as customers would just continue to use the equipment you already have at the property or if moving property.

Did you by any chance close the account and then re-join as a new customer at the same address? If so, this will be why we have asked for the equipment to be returned as a new account has been opened instead of a continuation of the one previously in your Mother's name. If this is the case, we're afraid that we wouldn't be able to transfer the WiFi Pods over to the new account, as they would need to be registered as returned under the previous account in your Mother's name.

However, if the account is a continuation where the name has been changed into yours, please let us know as we're sure we can find out why this was advised and arrange for the Pods to be re-provisioned to your new Hub (if you do still have them).

[DazzyL]

Hi Beth

Thank you for your reply

Basically, I was instructed to close the original account as I needed to make changes to the package. I now have a new account  The new hub and tv box have already been delivered and are in place, and I'm sending all the old equipment back today.

So I'm going to need 3 new wifi pods (as it's the same house, we've already been through the process of determining they're necessary.

Is that something you're able to arrange for me?

Many thanks

Darren

[Martin_N]

Thank you for that information DazzyL. We can certainly look into this and get the ball rolling. 

I will private message you now. 

^Martin