Order replacement WiFi Boosters

[SteveOM]

I have 2 WiFi boosters that seem to have failed

How do I order replacements, please? 

[Client62]

Crystal ball gazing ....

Has the VM Connect app has been used with a Hub 4 and now the VM Pods are offline ?

Disabling Smart Wi-Fi in the VM Hub menu can also cause the VM Pods to disconnect.

[Cardiffman282]

What do the boosters look like? Have you got the make/model? How did they fail? 

[Carley_S]

Hi @SteveOM 

Welcome back to the community forums 

Sorry to hear you're having issues with your WiFi pods at this time. Are you able to provide details as to what's happened and what is showing they've failed and we can support you further here if needed?

[SteveOM]

Shape is hexagon. White in colour.

model: SP02-VM

[SteveOM]

Sorry I’m not very good with tech. 👴
They both no longer show the light. App tells me I’m not home but I am. I use to be able to use my phone out in the back garden but since these WiFi boosters have ‘failed’ in my opinion, I can’t use my phone in the garden as I use to be able to.

my speed taken today is download 249 and upload 94. I’m guessing that’s good but I am paying for 1Gbps. Sorry but I do not know how to check the boosters further.

[Client62]

Not home can mean ...

1) Using an iPhone on Wi-Fi with Apple Relay ( a type of VPN ) enabled.
2) Or a mobile that is not connected by Wi-Fi and is using mobile data.

[Daniel_Et]

Hi @SteveOM, thank you for your response.

Do either of the two points stated by @Client62 apply to you?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[SteveOM]

No, Not really, although I thank them for their help. They are always appreciated. I have now forwarded a complaint. I am waiting for a response. It used to be easy to contact Virgin but now all things seem very difficult, at least for old people who find tech moves so fast nowadays it's hard to keep up. All I want is to replace wifi boosters. I don't want to know how to communicate with my Router. If you know what I mean. Anyway. Thanks to all.

[Molly_T]

Hi SteveOM 👋 Thanks for getting back to us. 

Sorry to hear about this! I do appreciate your concerns, tech changes can be overwhelming at the best of times! I'd really like to help get this sorted for you. 

I will send you a PM to confirm a few account details so I can offer support and help. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞