WiFi pod won’t connect after new hub 5 installed

[Karen2410]

Hi I have recently installed my new hub 5 router and now my WiFi pod will not connect.  Everything else is fine the internet and everything that it’s connected to the WiFi not the pos will not connect, I have tried everything even removing it from the app so I could reinstall it as advised in the forums but nothing has worked it just says it cannot detect the pod even though I have attached it directly to my router with a cable.  Is there something I am missing because I am now at a loss. Thanks 

[Client62 · Accepted solution]

Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.  For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

[Karen2410]

Ok so tried calling but couldn’t get through to anyone to help not happy at all why is it so difficult to speak to someone 

[Joseph_B]

Hey @Karen2410,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, I can see you since spoke to our team, were they able to go about helping you further with this?

Joe

[Karen2410]

Hi Joseph no my pod is still not working.  They have says that they were raising a ticket with IT and that I should be hearing from them within 24 hours but I haven’t heard anything as yet 

[Beth_G]

Hi Karen2410

Sorry to hear that - an IT ticket shouldn't be necessary, we'll just need to repair the Pods with your new Hub as Client62 has correctly advised. 

I'll drop you a message so I can get that sorted for you. Should be something we can fix for you quite quickly 😊

Thanks

[Beth_G]

Hi @Karen2410 

Thanks for clearing security with me via private message.

I've now paired your Pods to your new Hub - please give everything a reboot and follow the connection process in the Connect App if necessary. Your new Pod should be working again 😊

Give us a shout if you need any further help.

[robsonnufc]

Could I get help with this also I have the same issue

[Beth_G]

Hi robsonnufc

Happy New Year! Thanks for your post.

I'll be happy to help. I've dropped you a PM so I can take your details and pair them for you.

[Beth_G]

Hi @robsonnufc 

Thanks for clearing security with me via private message.

I've now paired your WiFi Pod to your new Hub. It should start to connect straight away provided they're set up correctly your end.

Let me know if you have any further issues.

Thanks!