Why is getting a WIFI Pod made so hard

[Dysan314]

Not really happy so far with Virgin Media. We went for the full speed fibre line and have experienced nothing but issues. 

Firstly, the WIFI off the Hub 5 is poor. It doesn't reach the whole of the house and it's not a big house. Yes previously, I used Orbi mesh with a BT hub but that was just to strengthen the signal. The Virgin hub literally drops off in half the house to the point it's unusable. 

When we connect the Orbi to the Virgin Media hub 5 it has a mental break down and stops working. It randomly drops off devices constantly and is not functioning very well at all. 

The Hub aside I have tried to get in contact with Virgin Media but you can't actually speak to anyone as I thought the WIFI POD may help. The technical line takes you around and around and around again in a circle so you can't get any issues sorted. It either takes you a self help video or they want to send an engineer. If you call they refer you to self help online. 

The only way I could get a hold of someone was to opt for a complaint on What's App and that was not a great experience in it self. 

In the complaint I requested a WIFI Pod to be sent to me as they are free with my package. This was a week ago (21st Nov 2023) and it's still not arrived. Now i'm back to square one as I can't call, message or anything to chase the WIFI Pod. 

I'm starting to ask myself why I ever left BT? At least if you had a problem you could talk to someone to get it fixed. Poor show Virgin I really want to leave after a month!

[carl_pearce]

Did you put the HUB in modem mode prior to connecting the Orbi?

If not you'd have two conflicting routers, which will be the reason for the 'mental break down'.

[Dysan314]

The Orbi always sits as slave but not sure if I need to do out with the virgins hub.

either way I shouldn’t have the issue if I’m on the top package that claims you can have the WiFi pods 

[legacy1]

Its a good thing VM charge a lot for 1Gb to get a free pod or else they not be making a profit.

Why not in the mean time reset your Orbi put hub in modem mode and use that for now.

[jpeg1]

You're far better off using your Orbi, VM only guarantee 30 Mbps with their Pods. Although it seems the new black Pods may do better than that. 

[Ashleigh_C]

Hi there @Dysan314 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced these issue with your service and thank you so much for your community for their help and advise here so far. I know you have mentioned that a Pod was ordered but has not yet arrived.

I'd like to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Ashleigh_C]

Thank you for chatting with me via the PM @Dysan314 and we have arranged the pod for you now.

I am so sorry again that this has taken time to arrange but please do let me know how things are looking once the Pod has arrived.