Virgin Media Community

[Northcoterees]

I have WiFi max, with one pod. House very old made of stone with thick walls. The first pod helped to have WiFi on one side of the house, but need to order more for the other side. Used the connect app that shows poor signal. No option to order 2nd pod. Also been waiting for 5 hours on chat for response and can’t get through via telephone. 

[newapollo]

Hi @Northcoterees 

Have you tried by logging into /my-virgin-media , as per the info below from https://www.virginmedia.com/wifi-max ?

How do I get a second or third WiFi Pod?

If you’re not getting download speeds of at least 20Mbps in every room with one WiFi Pod, you can request a second or third by signing in to My Virgin Media, clicking on Your Package and following the steps in the WiFi Max tab.

[Northcoterees]

Thank you for the suggestion, I do appreciate it. I have tried those suggestions. On the Max tab it just say to speak to the team. And an option for chat online. 

[Jodi_S]

Hi Northcoterees,

A warm welcome and thanks for posting on our community forums. We can certainly help you order a 2nd pod if your experiencing issues ordering this through our Connect App.

Unfortunately, remotely checking your account from our end with the details you have provided form your community profile, our systems have detected a short term connectivity issue.

Due to this, we have to monitor this fault for 24 hours before it will allow us to order you any equipment. Once this issue has been resolved, we can then order you an additional pod.

Kind regards Jodi. 

[Northcoterees]

Thank you for the response, it’s an old house thats built with stone, which the walls are thick. We have never had WiFi in two of the rooms from the beginning 13 years ago. We used have amazon WiFi boosters through the house but when they were no longer compatible, I reached out to your selfs last year which then I changed my package to max. I have updated the tv in that room which requires WiFi that won’t work due to no WiFi that end of the house. Many thanks 

[Paulina_Z]

Hi @Northcoterees,

Thank you for coming back to us about your WiFi issues. Sorry to hear that this has been your experience so far and that WiFi Pods are needed due to how your house was built.

As our WiFi Pod process has now been amended, to order another WiFi Pod we would need you to contact our team directly on 0800 064 3850. Our team will be able to run through further checks for you and then assist with ordering a second WiFi Pod if needed.

Please let us know how you're getting on and if you need any further assistance.

Thank you.