Poor connectivity and customer service not sending pods

[Angelic1_02]

Hi Everyone!

I feel like crying out of sheer exasperation! I had virgin media installed on 23rd Dec 23- first week no issues. Since the 2nd week the connectivity has been terrible. Constant dropping out, can’t watch Netflix, can’t use zoom for work, my kids can’t use their devices. 
I’ve called customer services numerous times since 5th Jan (within the cooling off period) and advised of the issues persist o would like to leave. I was told to call back in 7 days to allow the porting of my telephone number, at which point a pod will be ordered. Issues persisted and I called back within the same week and was told it was ordered and I would receive it within 3-5 working days. Called back after a week told it was ordered, wait to see it in my app the following day if not call back- didn’t appear called back and I was told I had to wait 14 days from the 5th Jan for order to be dispatched. Yesterday on an important call for work and 4 times had unstable internet connection appear. Called today to be told no pods have been ordered!

this is terrible, I wish I hadn’t switched. I want to leave virgin. How can I get this resolved please? 

[legacy1]

Sometimes it just works and goes well other times not so much...

Take control and get your own router with 1Gb ports and use hub in modem mode 

[jpeg1]

I'm afraid you have been caught by the "promise them anything to get rid of the call" trick.

Can you connect your Zoom device to the Hub by ethernet cable? That should help until the WiFi is sorted. 

[Angelic1_02]

Thank you there’s definitely an issue because every time I try to scan the rooms in the virgin connect app it says try again in 10 minutes 

[Alex_RM · Accepted solution]

Hi Angelic1_02,

Thanks for posting and welcome to our community 🙂

Sorry to see you've had some issue with connection and using the connect app. 

So we can help with this and look into the pod issue, I've popped you over a private message.

Alex_Rm