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Unable to order Wi-Fi Pods... like everyone else

Joining in

I have been trying to order a Wi-Fi pod since my kitchen is getting a download speed of 4-5 Mbps. The help section  said the VM connect app should let me order it once tests are completed, never an option. Got in touch with live chat last week and after providing a screenshot the agent said the pod has been ordered and was given a reference number, which was a pleasant surprise since they are usually not that efficient.

Surely enough, when no tracking was provided and the pod never shown up, I made contact today with live chat again and after waiting for 1.5 hours I got the reply "No order was ever made". After answering all the questions all over again, I was told by the agent that they cannot order the pods because I have the latest Hub 5x and they "aren't trained to look after those", and told me to call yet another number, which of course is just a hold music player, and i am not prepared to spend the rest of my day just to try to do the simple task for ordering a thing.

After reading the forum it seems that plenty of people are having the same problem and the only way to get this sorted is to make a post here and wish upon a star that a moderator would notice it and follow up, which is exactly what i'm doing now.


Very Insightful Person
Very Insightful Person

The Hub 5X has a separate team looking after this one.  It's not like the other Hubs and really is still in a bit of a test/trial period IMHO.  I'm not even sure if the Pods work with the 5X ?  They have still to roll out modem mode for this Hub as well.

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Joining in

Seem like the post has sank to the bottom without any mods seeing it, guess I am out of luck.

Hi lkh_1213,

Thanks for posting and welcome to our community 😊

As Adduxi has advised, due to you having a hub 5X it would be a specialist team that deals with this.

Please call us on 150/ 0345 454 1111 and you will be automatically routed to the team that can help you.