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WiFi pods ordered but no information

Joining in

I’ve phoned up recently and ordered a new WiFi pod (black edition- to match hub 5) and still haven’t received any information . There is no QuickStart order on my virgin account or no email confirming the order. When I do phone they say it has been ordered on my account but still again no confirmation or tracking information . Please can someone help / advise me what is happening 


Forum Team
Forum Team

Hello mrcurrly.

Thank you for joining our community.

Sorry to hear the black POD order is not showing on you online account.

Can I just ask if you've spoken with our team again since your post?

If you do need us to look into this, please let me know and I can help.


Hi Gareth ,

yes I have , just really annoying as I need another (had two with sky wifi max using same technology ) for the full house coverage . Unfortunately had to send skys back and was unable to keep them . I did message online through WhatsApp and did get one delivered . Ideally I do need the extras to make sure I’m not getting 1mbps in the far part of the house . If possible could you tell me how to order through the connect app as I did try but just asked to pay for the WiFi add on but I already have it with Volts .    

Morning @mrcurrly 

Thanks for coming back to the thread. Pods are only sent if the app scans show they are needed.

Have you received the first one yet? If so, there are a few requirements for the Pods to work with our Hubs:

•    The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
•    Channel Optimisation must be left on.
•    The SSIDs must be the same and broadcast enabled.
•    The SSID must be password protected.
•    The Passphrases of the SSIDs must match.

As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home.

This link will help though if you do have any issues:

Forum Team

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