Poor Wi-Fi and no response from virgin

Question

In late December I joined virgin but due to my property being 3 storeys I have very poor reception on top floor. This has occurred with every previous provider and boasters have cured the problem. I have managed to carry out 1 test to which it came back 8m/s and since then it won’t even connect. I’ve also contacted customer service, cut a long story short they said customer team would contact me. That was in early January!

I currently work hybrid so have a lot of teams meetings at home but cannot operate my camera without the call dropping out

can anyone help? I only need one pod

Adduxi · Answer

The official route is to use the Connect app to scan your Property. Once done it should allow you to order one Pod. If this doesn’t work you will need to wait here a couple of days for a VM Mod to pick this up.
Pods are free for the top tiers but £8pm for others. It may be better to buy your own WiFi extender to keep, it saves you from renting.

Ayisha_B · Answer

Hi croftys76 👋
Welcome to our Community Forums and thanks for your post.&nbsp;
I am so sorry for the coverage issues you have been experiencing with WiFi .
Can you confirm if you have been able to run a scan via the Connect App? If a Pod is needed, you will be prompted to order one.
If you need further support with your order, then please respond to my 📩 &nbsp;PM so I &nbsp;can help further.&nbsp;
Thanks

croftys76 · Answer

Hi Ayisha&nbsp;I have carried out a test on the connect app ( see above) I was never prompted for a pod.I have also tried to carry more tests but each time the test won’t runs and shows the above message. Off the back of these tests I rang customer service team and they said someone would be in touch but I’ve not heard anything