White pod not connecting to new hub 5

[LeeF1]

Have a new hub 5 but my white pod will not connect and continues to pulse white and not be found or installed on the connect app even when connected to the hub with an ethernet cable.

Any ideas? 

[nathan_zetec]

Same! Have been going round in circles for over 2 weeks with VM on the phone to get it sorted 😪 good luck!

[LeeF1]

Yes it's a nightmare. I have seen that it requires VM to add the Mac address of the pod to your account for the hub5 to accept it. But I would of expected it to already be attached to the account if its an existing piece of equipment. 

Best of luck to you getting it fixed as well! 

[Client62]

Contact the Activation Team number 0800 953 9500  & ask them to re-pair your VM Pods with the new Hub.

For the call have the details from the Hub's sticker and the all the VM Pods to hand.

[LeeF1]

Going to try that 1st thing tomorrow. Hopefully solves the problem.

[LeeF1]

VM engineer came out. Said just needed actvating onto account as has been said. 24hrs later back up and running.

However in between the time it took to sort I purchased a TP extender that did the job (50 quid ish) that I will keep as a back up and for travelling. 

[David_Bn]

Thanks for the update @LeeF1, and I'm pleased to hear that this matter has been resolved for you, with the engineer visit.

Do please feel free to come back to us if you experience any further issues with the services, and we'll be on hand to assist you where possible.

Thanks,

David_Bn