WiFi Pods will not sync to new SuperHub5

[wrwhite]

Hi

I have been using WiFi Pods (hexagonal white version which plug directly into the mains) with a SuperHub3. I have recently been upgraded to a SuperHub5 and the pods will not sync with it. I had this exact same issue when I originally got the WiFi Pods and it turned out that they had not been provisioned (paired with the original SuperHub3 before dispatch to me). After remote intervention by a VM Technician this was resolved, however it took many phone call and ultimately a complaint .

I am currently going through the same process with the same pods with my new SuperHub5 (I can only assume that the provisioning process was not completed when the SuperHub5 was activated) and would really like to get this resolved without having to go through the complaint procedure again. I have now been waiting for 48 hours for a technician call back (I was told a maximum of 24 hours). Apparently the ticket number is 21978136. I called this morning to be told the ticket was still open. I really need the pods to work because I use two to extend the WiFi to my home office which is at the bottom of the garden via Ethernet backhall, which worked really well with my SuperHub3.

Can anyone for VM help me out please?

Thanks

Will

[Adduxi]

You would be best to "bite the bullet" and run proper external Cat 6 cables out to the Home Office.  It will give a better result than wifi. 

However, it is a nuisance that the Pods are sent out and not paired to your account. Try calling the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub/Pods serial number/MAC address from the barcode sticker, and your account number. 

[wrwhite]

Adduxi

Thanks.

Okay, I'll try this number. Maybe I will get through to someone who can help. I maybe wrongly thought, I would get transferred by customer support to the right person.

I also need WiFi, as well as Ethernet in the Home Office, since I have a number of Smart Home devices in there and a TV with no Ethernet. Don't really see why I should fork out for a separate WiFi POP when I'm already paying fro one from VM. 

[Beth_G · Accepted solution]

Hi wrwhite.

Thanks for your post. I'm sorry to hear about the trouble you've had trying to get this sorted.

All we need to do is repair your Pods with your new Hub. I'll be more than happy to sort this for you.

I've dropped you a private message so I can take the details from you.

Thanks,

[Swakes82]

Hi Beth, i have a similar problem with my new Hub 4 and not being able to connect a pre-existing Wifi Pod to boost signal. Are you able to help please? Can i link the pod to the new hub? Thanks

[Kain_W]

Sorry to hear that your Pod is no connecting Swakes82,

Welcome to the community.

Regarding the Pods can I ask what light is showing on them?

Let us know,

[OllieBarrett]

Hi 

I have a similar issue to the one described here. I have upgraded to a hub 5 but my existing WiFi pod (white) will not connect. It has a white light which is pulsing brightly then dimly. Is there a way to connect it to the new setup? I've tried hard wiring via an ethernet cable to the new hub. Thank you Ollie 

[Steven_L]

Hey OllieBarrett,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your WiFi pod and new hub,  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[OllieBarrett]

Thank you Steven. I've replied 👍