Pods not working

[Georgeluker]

After sky glass stopped working was told to factory hard reset hub 4.

now none of 3 pods will work.

have called lots of times and resolved nothing.I pay a lot for 1gb but can’t get any decent customer support.Tried everything recommended but nothing.

can anyone help.

one pod has green flashing light and two have white light.

Also connect app doesn’t work. Even after uninstalling and reinstall 6 times.

thankyou 

[Portery · Accepted solution]

There is a know issue with a small amount of hub 4’s after when you do a reset the pods don’t reconnect they are currently testing a fix my pods reconnected after 5 days.

[David_Bn]

Good Morning @Georgeluker, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the issues you've experienced with the Wi-Fi pods, can you please confirm if this error is still ongoing, or has since been resolved?

I see the original post has now been marked as "Solved".

Kindest regards,

David_Bn

[Georgeluker]

No not solved still not working. WS supposed to get hub 5 when upgraded to 1gb serviced but nothing . Still half a service. 

[Georgeluker]

Still not working and still can’t get any answer. Connect app says “our system showed you have no pods installed. 

[Adam1986uk]

I'm having same issue and when I phoned virgin up they sent a engineer on Saturday who replaced my hub 4 to a hub 5 but the WiFi pods still will not pair 

[Georgeluker]

Had 1gb was told would get hub 5 still waiting for that. 

[Molly_T]

Hi Georgeluker 👋

Sorry to hear about these issues with your Wi-Fi pods, and that you have not received a Hub 5 following upgrading to our Gig1 service. I will send you a PM to confirm a few account details so we can investigate further and offer support with this.

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. 🌞

[Molly_T]

Hi All! 👋 Just returning to keep the public side updated.

Thanks to Georgeluker for responding to my PM. 📨 They confirmed their issues have stabilised, with the connect app working, pods connected, and speeds at a useable level. They are monitoring things for now but will get back in touch if issues persist so we can continue to offer help if needed! 

Thank you for your patience whilst the issues were ongoing! Wishing you all the best. 🌞

[MarcosG260492]

I have a hub 4 and neither of my Wi-Fi pods will connect to the router since the reset. I am now unable to get Wi-Fi coverage in two separate rooms in my home. 

I have tried absolutely everything that CS have suggested. Resetting router, placing pods near router etc. Nothing works, CS don’t have any solutions.  Can someone please PM to resolve this, as it stands I am not happy at all