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WI-FI Pods won’t connect

MarcosG260492
Dialled in

on ‎05-04-2023 21:36

Hub 4 -  2 x Wi-Fi pods. The pods will not connect to the router. Customer services no help at all. Can someone please help 

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3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

on ‎05-04-2023 23:19

Hi @MarcosG260492 

Have you changed anything on your hub?

The pods only work under certain conditions.

Keep your Hub in Router Mode - Do not put the Hub into Modem Mode, as this disables the Wi-Fi and your Pods are connecting to your Hub via Wi-Fi. Likewise, if you use a third-party router it will not work because the Pods are designed to specifically connect directly with VM's Hubs only.

Do not split the SSID – If the SSID is split then the hub treats the two bands as two different standalone networks (the same as picking up your neighbours Wi-Fi when you search for a network). The Smart Wi-Fi cannot move a device between different networks.

Do not disable either bands – If both bands (2.4GHz and 5Ghz) are not switched on then the software cannot move the device for optimisation, which essentially disables the Smart Wi-Fi.

You should also ensure that Chanel Optimisation is enabled in your hub settings.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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lotharmat
Community elder
In response to newapollo

on ‎06-04-2023 07:06

So basically - the hub has to be in factory settings.

I guess that saves on troubleshooting...

"Have you tried a factory reset?"

"Yes"

"Is it still not working?"

"No"

"It must be broken"



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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MarcosG260492
Dialled in
In response to lotharmat

on ‎06-04-2023 08:15

I haven’t changed anything on my hub. I have resetted the router to factory settings. It’s seem to be an issue with VM connect app. Where it picks up the Wi-Fi pods but won’t connect them. I have even tried placing them right by the router and also wired them to the router via Ethernet to see if that helped. Can I have an engineer to come and assess please or is there an issue with the app?

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