WiFi Pods not working since Hub upgrade

[TheBoyConker]

Hey folks, new here.

I have just upgraded to Hub 5 from Hub 3. Wifi is set up and working but the pods have failed to connect. I have tried all the usual stuff such as rebooting the hub, rebooting the pods, moving the pods closer to router etc.

I have two pods, both white, one is flashing white and one is flashing blue. I have left them for a couple of hours now and nothing has changed. 

Main issue that I have is that I need one of the pods for IP phone usage so this is causing a major issue. Can anyone help please. 

[TheBoyConker]

I have still not received the promised two calls for additional support.

[Kath_F]

Hi TheBoyConker, 

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're still having difficulty with getting the pods to work. We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks. 

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,

[achorley]

I have the exact same issue. Following a home move which included an upgrade to a hub5, I cannot get any of my 3 wifi pods to connect.

[TheBoyConker]

Thanks Kath. I have seen the message and responed.

[Frog1956]

Hi. I have just upgraded our Hub from 3 to 5 and the white WiFi pod has stopped working. After 2-days the light just keeps blinking plus the Connect APP cannot locate it.

Any ideas on how to reset the WiFi Pod so it connects to the new Hub?

[TheBoyConker]

Hi Frog, I have a resolution. I made direct contact with support, via here as direct support via phone was, well, pretty poor to say the least despite calling many times and being on hold for what feels like a few hours and not receiving return calls as promised. 

https://community.virginmedia.com/t5/user/viewprofilepage/user-id/325594

This forum member engaged in direct messages and was very helpful by contrast. She took the serial numbers from the pods and reassigned them at the back end to the new router after which they started working straight away. Quite why 1st and 2nd line support via the phone were'nt able to help on what seems a simple sysadmin task I dont know but moaning aside, all is now working well.

[Martin_N]

Hi Frog1956,

Thank you for your post and welcome to the community. 

I'm very sorry for any issue you're having with your WiFi pod. 

I am happy to take a look into this for you. 

I will private message you now. 

^Martin

[Beth_G]

Hi @Frog1956 

Thanks for letting me know that your Pod is now functioning with your new Hub.

If you need anything else, just give us a shout.

Kind regards,

[Deb77uk]

Hi, 

Please could I have assistance? I’ve received a new hub today due to repeated faults and limited WiFi from the previous one.
My two WiFi pods no longer connect to the new hub. I’ve reset the hub several times, switched the pods off and back on again, but nothing seems to work. Really hoping this is a quick fix as I work from home and currently have no internet from the office space! Please help.

Thank you in advance, Deb.

[Kath_F]

Hi Deb, 

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're having an issue with your pods connecting to the new hub. We will need to re-provision them for you 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,