New hub 5 no longer connects to white pods

[MrStrong]

Hello

at the beginning of Jan I was upgraded from a hub 3 to a hub 5 and the engineer ordered another WiFi pod for me on top of my existing one. 

on the 6th Jan the connect app shows the two pods connected. Since then, the connect app says it can’t find them and both have a slow flashing white light.

I've phoned support but instead of talking to someone i was sent a link to my phone which reset my hub (constantly). It tells me some settings have changed but I’ve not altered anything since it was installed.  Rebooted / reset hub multiple times and switched the pods on/off as well but they remain invisible to the hub and the connect app.

Pretty frustrating as I intended the 2nd pod to be wired to my laptop as I work from home and secondly, I pay for the pods. 

Any VM team able to help me with this? Or open to suggestions from the community. 
thank you.

[Adduxi]

Sounds like the Pods need to be paired with the new Hub.  This is all supposed to be done by VM when they dispatch new equipment.  However, call the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub/Pods serial number/MAC address from the barcode sticker, and your account number.

If you are paying rental for the Pods, you may be better to buy your own Wifi solution to keep.

Failing this a VM Mod should pick this up in a couple of days and discuss directly with you.

[Client62]

After a lull, Hub 5 Router mode issues are regularly being posted.
Did the most recent software update regress the situation ?

[Reece_MH]

Hi MrStrong 👋

Thanks for posting, and welcome back to the Forums.

I'm sorry to hear the Pods you have aren't working with your Hub replacement. As mentioned by Adduxi, this usually indicates that they have been unpaired, and require re-pairing. i've had a look on our side, and can see you've spoken with the team, who have now resolved things.

Please do let us know if you have any further issues, and we'll do our best to help.

Cheers,

[MrStrong]

Hello. Yes, had a lengthy call with the support team last night. No resolution but was told I’ll get a call back today.  At 8am I had a text saying the pods had been paired to my hub and….

happy days.  All connected. 🙂

[Ashleigh_C]

Thank you @MrStrong we are so sorry there was a wait to have this resolved but we are glad things are now all connected. 

Please do reach out to us in the future should you ever need any help and we will always do what we can to advise. 

Have a lovely weekend!