Ordering Wifi Pods through whatssapp and chat not working

[GuitarJoe]

I phoned Virgin for a wifi pod and was sent one, no problem.

Since then I've ordered 2 more through whatsapp function and received neither. Am now trying again via the webchat function but that seems to be nothing more than an endless wait. 'Agent is typing'. 

Are Virgin aware that their Whatsapp system (and chat) is failing customers?

[Ashleigh_C · Accepted solution]

Hi there @GuitarJoe 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry to hear that you have struggled to order this Pod. Can I ask if you have tried to order one through to the Connect App following these steps:

·         Tap Start the scan
·         Then Start the scan again
·         While connect to WiFi, Tap I’m ready
·         Wait 2 mintues for Scan
·         Scan complete, Tap continue
·         Tap Add a room, Tap the room you're in
·         Start the Scan (do this in every room)
·         Scan complete
·         Tap Optimise WiFi now if an option
·         If so, Tap Optimise
·         Optimisation complete, Tap Rescan room, 
·         Tap Start Scan
·         Tap Order a WiFi Booster if an option

[GuitarJoe]

No I didn't try that method, couldn't see it advised anywhere either.

In the end I got through on the phone and an agent has ordered me two pods, which was very helpful. He sounded as surprised as me that the whatsapp agents hadn't followed through with the orders. Needs looking at because there'll be some disgruntled customers at this rate. 

[Paulina_Z]

Hi @GuitarJoe,

Thank you for coming back to us about this issue and for updating us. Glad to hear that you've been able to speak to our team and have the additional WiFi Pods sent out to you.

We do apologise about your experience on WhatsApp. If there's anything else we can do to help, please let us know. We're here if you need us. 🙂

Thank you.