Wi-Fi Pods (White) not connecting to Hub 3

[TobyF]

We’ve recently received a new Hub 3 but it won’t connect with our Wi-Fi Pods (White).

I’ve tried everything mentioned on relevant discussion threads here including calling Virgin Media tech support (the automated system runs a WiFi test but does not provide any solutions for the Pods), placing the Pods next to the router, pressing the WPS button, and several resets including pinhole resets.

Without working Pods, I’m therefore receiving very weak signal in most rooms of our (small) house just for basic uses. 

[Client62]

Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.

For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

[TobyF]

Thanks! VM have confirmed they are paired, however they are still not connecting. I’ve tried the WPS button and several resets. 

[Client62]

Confirmed they are paired to the new Hub or the old Hub ?

[Paul_DN]

Hi TobyF,

Thank you for reaching back out, have you tried plugging the pods into sockets in the same room as the Router, lease until lights go out then relocate?

Regards

Paul.

[TobyF]

Thanks everyone! I’ve tried all these suggestions (called VM several times to confirm they are paired to the hub - they are, plugged the pods into sockets in the same room as the Hub, pressed the WPS button, and tried several Hub resets). Alas, still no success. 

I called VM again and they said a technical team would call me within 5 working days to resolve. They haven’t.

As ever with VM, a wholly frustrating process. 

I would strongly like replacement Pods to correct this issue. 

I look forward to VM proactively contacting me to address this longstanding complaint. 

[Client62]

What you are seeing suggests the VM Pods are still paired to the old Hub

Did you call the Activation Team about this ?   ( i.e. not Customer Support )

[Martin_N]

Thank you for that update TobyF. We are sorry for any frustration when speaking with the team.

We are happy to take a look into this. We will private message you now to confirm your details. 

^Martin