WiFi Pod keeps disconnecting from Hub3

[DavidThatsMe]

Hello all

I'm sure I'm not the first with this issue, but I can't seem to find a way to move it forward.
Since my new install a couple of weeks ago I've had a WiFi Pod provided which didn't work. This was replaced with another which didn't work until an engineer corrected the registration in the Plume database. Even then I had to pinhole reset my hub to get it connected.

My Hub has factory settings except for personalised SSID & passwords (which are matching on 2.4G & 5G) - I've had conflicting info on using own SSID with pods, but have been assured that this should work (by VM staff who've had it working this way for a long time).

Since it started working it hasn't stayed connected for more than a few hours. To reconnect I have to reboot my Hub3.
It's even lost connection when the Pod is in the same room as the hub so I'm sure it's not Pod placement.

I've noticed that on at least two of the occasions it disconnected it was part way through updating lots of Apps on my Apple devices (coincidence, or period of higher throughput...?)

When it's been working it's been great - just not stable or reliable. 

I'd love for someone from Virgin to take ownership of this and get it sorted.

Hopefully....

[legacy1]

You should send the pods back and just get your own wifi router with 1Gb ports and hub in modem mode

[DavidThatsMe]

And so it repeats - about 24 hours after connecting, both Pods have dropped off. What’s worse is that they keep their WiFi clients connected, leaving them with no internet access!

As I expected, power cycling the pods has not  got them to reconnect, so the only option is a hub reboot, but I really don’t think it’s worth it. There is clearly a fundamental issue with the way my hub / internet is set up which is causing the pods to fail this way.

Who do I contact to progress this?

[Kath_P]

Hi DavidThatsMe, 

Thanks for coming back to us with an update. We're sorry to hear this is continuing to happen. 

Checking things here, I can see that you've spoken to the team and they have arranged a replacement hub for you. Please let us know how things go once this arrives. 

When it does, the pods will likely need to be re-provisioned in order to work with the hub. Pop an update here and we can get this done for you. 

Thanks, 

[DavidThatsMe]

Thanks @Kath_F
I'm glad that you can see that a replacement hub has been arranged. When I look in my account at 'Orders and appointments' there is no mention of it, nor have I had any messages from any shipping firms about it being on its way.
When I spoke to the team I asked about the Pods - they said that they would be already provisioned for the new hub - but I would be pretty surprised (but very pleased!) if they work straight away.

I'll keep this thread up to date with any progress.

[Matthew_ML]

Sometimes it can take a few hours to update.

Please do continue to keep us updated and once this new hub comes if you need any help with it do let us know. 

[DavidThatsMe]

A few hours? It's a few days (Wed 4th) since I called and I've still heard nothing more about the delivery of the replacement Hub. 

Can you check to confirm that this has really been actioned? With my experience so far I would not be surprised if nothing has been arranged.

[Steven_L]

Thanks for coming back to us DavidThatsMe, I can look further into this for you via private message, please look out for it and we can get started.

Kind Regards,

Steven_L