The pods don't work (like they used to)

[BMac01]

Recently upgraded to VM 1gig service. Got a Hub 5 to replace Hub 3 and now having issues with White WiFi pods. They connect and it looks like we are getting really decent connection and speed but then it keeps losing Internet connection and or get intermittent speeds that drop below the min 30MB advertised. Previously had a wired connection to the pods and worked seamlessly for 18 month with Hub 3. Had a 2 hour plus call on Thursday and went round in circles, was told not to connect ethernet cable to pod. I know the pods previously worked and the new Hub 5 works really well. But getting this through to the VM team is impossible, it feels like the process their call and chat handlers operate in is designed to wind you up. Also tried over chat for many hours on multiple different chats. Made promises that haven't been delivered, really disappointing customer experience. Has anyone else come up with a solution other than leave VM or install my own mesh network? 

[Client62]

Have you spoken to the activation team to have the VM Pods re-paired to the replacement Hub 5 ?

As you have the Ethernet cables in place, I'd retire the VM Pods & replace with Wireless Access Points,
i.e. network devices that you own and can configure / control + work with any ISP.

[jpeg1]

... which is the correct answer! 

[BMac01]

Thanks for the suggestion. I really want VM to step up and sort. I know the pods have worked well in the past, I am experiencing good connection directly to Hub 5. They hub 5 and white pods just don't seem to work together. Does anyone have a similar set up with the black pods, what is the experience with them? Been promised a call back from a manager twice now to resolve this complaint. Feel like they either don't care about one persons really disappointing experience or they don't have enough staff to resolve technical issues. The fact I haven't required tech support through my previous 18 month and now I do should be a good indication that something isn't working.

[Adduxi]

One point, now that you have the Wifi 6 Hub 5, you should press VM for the "black" pods.  These are also Wifi 6 and IMHO should be the ones sent with the Hub 5?  In the meantime, just use the cable connections for the Pods.  

If you can't get a resolution with VM, then just get your own Wifi solution, as mentioned by @Client62  and @jpeg1   

[Client62]

VM Pods are locked to one VM Hub.

When the Hub 3 was replaced the VM Pods must be re-paired to the new Hub 5,
that seldom happens with out a call to the activation team ( not support ) by the customer.

Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.  For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

[BMac01]

Thanks Client62. I've tried that. Had a 2 hour plus call and tried multiple things multiple times with no improvement. Was told that I would get a call from a manager the following day, no call came. Followed this up yesterday, again told wait 24 hours for a call. Up till now no call. My frustration is that the person on the phone is following a process that relies on them getting tech support.  The person I spoke to on Thursday didn't understand the concept of a mesh network. So, as you can imagine my confidence in their technical ability is somewhat reduced.

[BMac01]

Thanks Adduxi. I was instructed not to use the ethernet cable linked to the pods by the call handler, who got this from the tech support. Just for clarity, I was using the ethernet cable to connect the pod direct to the router as this worked really well when I had the Hub 3. 

[Adduxi]

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@BMac01 wrote:

<snip>   Just for clarity, I was using the ethernet cable to connect the pod direct to the router as this worked really well when I had the Hub 3. 

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And should continue to work with the Hub 5.  However it could be as suggested by @Client62  that the Pods are not paired with the new Hub 5?  Personally, I'd dump the Pods and look at sorting your own Wifi solution.  I have 3 PoE AP's and have zero Wifi issues around the house.

[BMac01]

Yes Adduxi, I have worked with the VM team and paired them (multiple times). At first, for a few minutes they work really well, getting good download/upload speeds, then intermittent speeds and no Internet connection altogether some times. Feels like they can work (as they did with the Hub 3) but it feels like a problem between the Hub 5 and these white pods. That is my experience anyway. Thanks for trying to support me.