Wi-Fi Pods and useless connect app unable to order

[nealc77]

Hi all, spent too much time on this already and hoping someone in the community or from Virgin can help. We switched to Virgin from Sky as part of getting new phones on an 02 contract and have to say am slightly regretting the decision due to the poor performance of the Virgin Hub and that it isn’t possible it would seem to order the pods via the connect app. Even more insane is the fact that due to the hubs poor range, against the Sky equivalent, it can’t even pick up a signal at the back of the house so I can’t even take a reading via the connect app to support getting the pods??? It just asks me to try again in ten minutes. I could try again in a hundred years… the engineer when installing it all checked the rooms and agreed it was poor but assured us after 10 days we could simply download the app and order them free of charge because of our contract. He lied, it’s not easy at all and I can’t see anyway of doing it via the app and can’t be bothered to phone up in a queue for an hour either. Any help would be much appreciated as at the moment wishing I stuck with Sky as at least one Hub connected the whole house.

[Client62]

"I could try again in a hundred years" … Splendid idea !

[nealc77]

Thanks for this, I’ve managed to get multiple rooms recorded with poor network performance but the app hasn’t presented an option for the pods. Will give VM a call tomorrow and hang on the line. Spoke to my neighbour earlier who’s with Virgin and they tried the pods but apparently they’re still struggling. Hopefully, we’ll have better luck or it’s back off to Sky as the range on their box was far greater. 

[Kath_F]

Hi nealc77, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue getting a WiFi pod to help with your poor connection. This is something we can certainly help you with but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,