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WIFI Pod Fobbing Off

Martinkevill
Tuning in

I would like to ask why, when I have used the MediaConnect app several times and fed this back and when I have spoken to various teams on four separate occasions now with varying messages and results including promise of a number of a WIFI pod, I am now having to wait for an engineer to come round to confirm exactly what I have already confirmed on several occasions.

I have had technical monitoring done on Sunday and no issues were found. I have told a number of agents that I have almost no signal upstairs and issues with outages due to signal through the single router. I am confident a WIFI pod will solve this as mentioned on JUNE19th, when I received the following message:

“Thank you for the confirmation, Don't worry I have placed an order for the pod and it will be delivered in 72hours and you will also receive an email confirmation regarding the same. Please be rest assured.”

I requested again on JULY 15th Saturday and was lured into a technical inquest I didn’t need, with promise of further action:

“Alright, final monitoring will be at 13:27 tomorrow and you will receive a text message regarding the same and we will let you know what further action will be taken to fix any Wi-Fi connections issue in your home and if we need to escalate it further to the engineer's team we will let you know this as well.”

This was the wrong type of test and nothing to do with WIFI signal I had already self diagnosed.

I feel I have been passed around for a month now and misled and my experience has been extremely poor.

When I signed up to Volt I was told “you can’t order the WIFI pod today, but call in the week and you can get up to three free of charge” - I am trying to get a single pod and it has taken almost a month despite me making it very clear that my experience at home is poor and is affecting my safety and well-being with CCTV outages.

 

The VirginMediaConnect app is showing 3Mbps in several rooms but is classing that as “Great” even though my Nest cameras are regularly losing signal.

I understand you want to make as difficult as possible to request these so you minimise costs and abuse, but this has been nothing short of disgraceful, considering the bold promises made in your marketing.

9 REPLIES 9

Client62
Hero

1 Kudos for best rant of the day !

jbrennand
Very Insightful Person
Very Insightful Person

A VM person will respond and comment here, but it may take a day or two.

But this is one of the reasons I would never let any BB provider control my wifi.  20+ years ago I bought my own wireless equipment and router and never had a single issue.

When the Pod finally appears, if it doesnt solve the issue consider doing the same.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

This has been the worst service I have received from VM, who are tough at the best of times. They are unable to care about the amount of times I’ve contacted them and the length of discussions I’ve already had on this matter.

It’s always “use the app”, “run a test”, “click the link” when none of these things lead to a WiFi Pod. I’m appalled as it’s such a small, simple thing. Intentionally difficult which is infuriating.

Client62
Hero

What price do your put on your time ?

For £23 an AC750 dual band Wireless Repeater.

I know yeah - right at the start I should’ve trusted myself and disregarded any VM comms/support promises.

I will call them tomorrow and see if this time wasting and lack of support will allow me to leave my contract early.

Client62
Hero

Why waste more time on an outcome we all know will not happen !

kenrae
Joining in

Hi - I too need to add my "constructive comments".

Virgin Customer for 20+ years - considered a valued customer !!!! Broadband, TV & Phone (VM Sim too) and yet since my house router (now called a hub for marketing reasons) was upgraded from hub2 to hub5 , the rest of the house wifi is useless.

In the room with the Hub i get 600+ download and 35 ish upload all good. I go to other room upstairs and 18 ish download speed - dreadful. 

I use to have boosters previously with the old router and have had numerous conversations with VM offshore support who tell me "i have no choice but to use the VM connect appto be able to request a wifi POD".

I installed the connect App on my Android and surprise surprise - "hub not found" just like all other users. 

Yes i have cleared cache and data - reinstalled app and still nu hub found. 

Yes I am the same wifi network as the hub is providing.

As a "valued" customer I think the service I am receiving is very very poor .

All I am asking for is to test a POD and see if it resolves the strength of signal but not possible without App , which never connects to Hub and so the circle of frustration continues.

I continue to get grief from all family members within the house about poor wifi connectivity and they continue to have to use their data as they cannot connect and their data usage helps drive profits for VM who do not see to care about "valued customers" one bit.

I have told the support lines I am not happy but they continue to tell me , the only way to get a pod is to connect through the connect App, which never connects.

As you can tell , I am feeling very let down by a big international corporation who just down seem to care. 😞

Ken.

Managing Director and Snr Software Consultant.

Tom_W1
Forum Team
Forum Team

Hi @Martinkevill and @kenrae thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into this further for you and try to get a Pod ordered.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

Tom_W

Mervynhancock
Dialled in

EXACTLY the same as me ! Put on the new super duper Volt contract, promised Mesh pods, fobbed off and still waiting. Apparently it takes VM 30 days to think about things before taking any action. During that time they have had the cheek to send me THREE marketing emails boasting that you get Wifi in EVERY room or Mesh pods or £100 off the bill. I am in contact with Trading Standards and the Ombudsman.