Pods and VM connect not working !!!

[Gerardlong1969]

Sorry, long story😒

Beginning of December wifi dropping out upstairs. Booster pods flashing, so tried looking at setting them up again though VMConnect app, hub not found. Rang customer support,  spent a couple of hours on the phone trying various reset hub etc.  told then to leave 48hrs. 

48hrs later no difference,  so another 2 hours on phone,  tried to sign into router page blank. They then sent an engineer who replaced the hub, and said leave it a week to settle. 

2 weeks later no difference wifi pods not working,  connect app not seeing the hub.still can't connect to the router. 

Rang again today , they are sending 2 new pods, and told me to reset my password,  and leave for 48hrs again. I assume now that it will not work and I'll have another painful 2 hr phone call. Please help anyone,  before I'm forced to cancel and go back to sky

Thanks 

[Adduxi]

Pods need to be registered to a Hub, and this sounds like no one has done this, despite your calls.  Try calling 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 this fails, just wait here a day or two for a VM Mod to pick this up and hopefully sort it all out.

[Gerardlong1969]

Update

Rang back today, but there is still no difference shocker😪, said he will raise a ticket, and now someone will ring me back in 3 to 4 working days 😕,  then gave me bonus freebie of a nuisance blocking phone calls, I don't even have a landline number anymore, but he wouldn't listen. I think I'm beyond frustration now, and me next call will be to cancel if next week is no better assuming tech support rings me back

[Steven_L]

Hey Gerardlong1969,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your pods not connecting to your hub, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[Steven_L]

Thanks for coming back to me Gerardlong1969 and I'm glad that your pods are now connecting to your hub. 

What happens, when you try to connect to the connect app with your hub, are you getting any error messages or is it just not seeing the hub?

When you're trying to login to router settings,  are you seeing any error messages? I'm sorry to ask this question but I need to, are you using the settings password rather than the WiFi password to login to your router?

Kind Regards,

Steven_L

[Gerardlong1969]

Hi Steven

I states hub not found

Yes I'm using the settings password,  and when I put it in the screen goes blank, and the bar goes to about 60% across, but not any further. I've tried it on both my android phone and my laptop,  both do the same.

[North5]

Do you have a VPN on the device you're using for Virgin Connect? If so snooze it.

I have a pod that doesn't connect and the response is to send another. No one seems to know how to reset a pod.

[Gerardlong1969]

Hi 👋 no I don't use a vpn

The pods are working now, since Stephen sorted it, but I can't use virgin media connect app, or sign into my router 

[Gerardlong1969]

Ok pods working thanks to Steven,  but can't access router,  and VM connect app, doesn't work, nobody has rung me back as told last Saturday,  looks like yet another call to Virgin 😪

[Carley_S]

Hi @Gerardlong1969 

Glad to hear that the pods are working now. 

 I can see that you still have a private message opened with my colleague Steven. If you have any further issues or concerns please do let them know and they'll be able to support further on your ticket raised for the connect app and work to fully resolve this for you.