WiFi Pods Disconnected Since Outage

[Neo187v6]

I am a 1Gig Customer with Hub4 and have 3 Pods that been pulsating the same white light since the Outage on Tuesday Morning. I have done everything I can possibly do to try to fix this on my end - pin resetting the Hub, Plugging one of the Pods next to the Hub and trying to fix this problem with the VM Connect App but nothing is working. I know i'm not the only one experiencing this issue since the Outage on Tuesday Morning so I want to know if VM will acknowledge this fault with a software update or patch??

I've been with VM since early 2017 but this recent development has me questioning whether I want to continue paying £159 for poor customer care & poor service. If this problem is not sorted out soon to my satisfaction then I will be forced to get in touch with OfCom and I will not be renewing my contract in July when it expires.

[Steven_L]

Hey Neo187v6,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your WiFi pods connecting to your network, has anything changed since you last posted?

Kind Regards,

Steven_L

[Neo187v6]

Hey Steven,

Nothing has changed since I last posted.
I spoke to 2 different agents - 1 in South Africa - 1 in India.
I am scheduled to have a technican visit my property today between now & 4pm but today is a Bank Holiday.
I will be surprised if they actually do turn up...
The 3 pods themselves have continued to pulsate the same white light continuously never connecting back to the hub at all since the supposed outage last tuesday morning.

[Neo187v6]

I am writing this just to update everyone who is going through the same issues.

Believe it or not the Technician did actually turn up even though it was a Bank Holiday.

After a long battle I was finally able to have my Hub 4 exchanged for the Hub 5.

2 of the 3 Pods were able to connect to the Hub 5 be it just for over 24 hours.

I received one of my replacement Pods via Yodel earlier but was unable to connect it to the Hub 5 even by plugging in the same room closer to the router.

My Link Status on All of my TiVo V6 Boxes have changed from 5GHz to 2.4GHz resulting in much slower download speed from 1300 Mbps to 216 Mbps.

As I am writing this update ALL of the Pods are pulsating the same White light continuously.

VirginMediaConnect App will not display my network.

Can this issue not be escalated up to a Manager or Senior Manager??

[Zach_R]

Hi @Neo187v6,

Thank you for expanding and providing an update on this. Have you also followed the troubleshooting outlined here?

Thanks,
 

[Neo187v6]

I wanted to update everyone once again.

THIS IS THE ONLY WAY YOUR POD ISSUE WILL BE SORTED OUT

You need to make a note of Both the MODEL NUMBER & SERIAL NUMBER of EACH POD & provide these to the Technician or VM so that they can be ACTIVATED individually.

ALL 3 of My Pods have been activated successfully as I gave all the information I mentioned above to the Technician who got in touch with the right people who actually knew what they were doing.

[Neo187v6]

THIS IS THE ONLY WAY YOUR POD ISSUE WILL BE SORTED OUT

You need to make a note of Both the MODEL NUMBER & SERIAL NUMBER of EACH POD & provide these to the Technician or VM so that they can be ACTIVATED individually.

ALL 3 of My Pods have been activated successfully as I gave all the information I mentioned above to the Technician who got in touch with the right people who actually knew what they were doing.

[Chris_W1]

Hi Neo187v6, thanks for the message and welcome back to the forums. 

I am happy to hear that you have had the issues with the pods resolved. 

Please let us know if anything changes or if you need any assistance. 

Kind regards, Chris. 

[Neo187v6]

Hey Chris,

Happy to report that the Pods have been behaving themselves since being properly Individually Activated.

At least now I am able to see my entire network - Hub5 & Pods on the VMConnect App anytime.

If anything changes I will keep you updated.

[Ashleigh_C]

Thank you so much for letting us know @Neo187v6 

Please do keep us updated and we will do all we can to assist.

Thank you