Wifi Pod still not activated after 2 days

[CorradoMatt]

Evening,

I received a wifi pod 2 days ago to help with the wifi signal in my son's bedroom. We already have 1 pod which is working correctly on the other side of the house. Plugged the new one in but it just flashed away for several hours. Contacted technical support via chat who confirmed that the pod had not been confirmed as delivered and hence not activated. They said it would be done manually and it should connect within 2 hours. The following day it still hadn't connected so I contacted support again who said they would have it activated within 24 hours and they would personally check the following day that this had been done. Unsurprisingly it still hasn't been connected and the support person hasn't checked or contacted me. I can't bring myself to contact support via chat again so i have come here! Can anyone help?

Thanks, Matt

[jbrennand · Accepted solution]

Are you trying the equipment activation number on - 0800 953 9500 (follow options) and checked with them.

[CorradoMatt]

Hi John, thanks for giving me the above number. I've been on the phone with them for the past hour and it looks like there is a fault with the new pod. They are going to send me a new one. Hopefully that will sort it.

Cheers, Matt

[Vikki_M]

Hi Matt,

Thank you for your post and welcome to our community.

We are very sorry to hear about the issues you are having with the new pod.

I have taken a look at things from our side and this looks to now be resolved.

If for any reason it isn't, please pop back to us here and we can help further. 

[CorradoMatt]

Hi Vikki,

I haven't heard anything further from Virgin Media with regard to the replacement pod that was going to be sent. I was told that this would be organised as a priority and I would hear from technical support the following day. Can you confirm if the new pod has been dispatched yet?

Many thanks,

Matt

[CorradoMatt]

Well, it's been a week now and I still haven't heard anything further from Virgin with regard to a replacement pod. This is despite being promised by 2 telephone support staff that they would take personal ownership of the issue and would follow it up the next day and then contact me. I appreciated the message from Vikki (see above) offering further assistance but having asked for further help and then sending a PM, all i received was an automated message to say that i'm not allowed to PM staff!

Please can someone from Virgin help?

Thanks,

Matt

[Kath_P]

Hi Matt, 

Thanks for coming back to us in the Community. We're sorry to hear you've not received any updates. 

Taking a look at things this end, it looks as though our teams were able to fix things remotely and therefore no replacement pods were needed. I can see one of the pods is online with devices connected by the other is offline. Can you ensure this is plugged in half way between the hub and the problem area and turn the pod on. As it is synced with your hub, it should then connect within 10 minutes. If this doesn't happen, reboot the hub and see if this forces the connection. 

If this doesn't work, pop back to us here in the community so we can go through some further diagnostics and work from there. 

Many thanks,