Wi-fi pods pairing with replacement router

[RepairsKeeps]

It's not the first time it's been asked, and it won't be the last.

Engineer came out yesterday to investigate router issues & ended up replacing our Hub 3. Following this, our two wi-fi pods no longer work. Searched the forum and found several useful posts from people in similar circumstances to mine: replacement router, pods no longer work, contact centre has no idea how to resolve the issue.

Phoned activations line yesterday, following previous forum advice, and asked for pods to be paired to new router. Told that should happen automatically within minutes. Eventually a 'work item' was logged and I was promised a call from IT within a day which didn't materialise.

Please can a Virgin Media moderator get in touch? Seems you're the only staff who know how to resolve this issue.

[Client62]

My advice as not changed on this topic.

[RepairsKeeps]

I found your previous advice v clear and followed it to the letter... sadly, the person who answered my call was mystified that why the pods weren't working and were unable to find any guidance to help them pair them to the new router despite me referring to the previous forum posts, hence the 'work item' was logged and the callback promised. 

Wish Virgin supported its staff better to understand how to resolve this (evidently longstanding) knowledge gap

[Client62]

This is not a job for the Support Team, you do have to speak to the Activation Team.

[Sephiroth]

That’s exactly why you should never acquire VM branded accessories.  They tie them to your account with the results you see - and the wretched CONNECT app that manages the devices makes matters worse.