Wifi Pods Losing the will to live

[Billbod]

Hi new to the forum and hope somebody  can help.

Long story  cut short

Background

VM Volt 500

Superhub 3 in router mode all set as came except for a guest wifi  network

2 wifi pods working ok not great but getting a good enough signal to the office at the back of the house and into dining room the otherside of the house but not upstairs. I did a test on the connect app upstairs which was around 20mbps and was told I would recieve an additional and final pod.

Whilst this was going on my router started showing a continuous red light I phoned CS again and was told I needed a replacement router even though the wifi was still working ok. The replacement router was duly sent  . After doing a bit of research  I  read on these forums that if a replacement or even new router was sent then the wifi pods would not work. So I again phoned CS who told me yes they would work no prolems. I was very sceptical about setting up the new replacement hub 3 but recieved an email saying I needed to set the hub up as the old hub would go offline.

so with a heavy heart I set up the replacement hub

Guess What!

the 2 wifi pods I had and were working with the old router did not work and continually flash green, blue or white depending on their mood

I again phoned VM customer services  who asked me to pin reset the hub( even after I told them I had done this numerous times) . So I did as requested and still the pods wouldn't connect.

So again I phoned CS who asked  to do a pin reset again this did not work.

I then asked to be put through to retentions as I had had enough having spent hrs and days on the phone to CS who did not understand my problem or just fobbed me off with try again in 24 hours.

Once through to retentions and explaining everything I was duly promised a wifi expert from either Sheffield or Tyneside would phone me today at 4.30 pm

No phone call has been recieved. To say I am furious is an understatement

So now I have

2 wifi pods unable to connect to the superhub 3

1 new wifi pod that I am scared to death to try and connect because if any of them are wrong and I need a replacement then the CS system says I can't have replacements because I have already got 3 . I pointed this out on the last call to CS who then said no its OK I can order you 2 to replace the ones not working . After being put on hold the CS rep came back and told me he couldn't order any as I already have 3 surprise suprise

So please can Someone from the board have a look at this and get me back up and running by re assigning the 3 pods to work with the replacement hub.

By the way I have  been a customer of Virgin for 21 years  and I am dum struck regarding this problem. 

I said at the start long story short and this is the short version many many hrs of calls to CS who just read back what the computer is saying

Really annoyed with this whole process 

[Billbod]

I have again phoned the CS tech line and have been told someone will phone me back within 24 hrs.

The CS rep told me she has raised a fault  to the FMS team ( I have never heard of this team in all the calls I have previously made). I asked her if this problem had been raised to theFMS team previously , she advised me that it hadn't  but it was a frequent problem and easily solved. I am now waiting for said phonecall.

I think maybe the time has come to consider other companies to provide my internet

[Billbod]

I recieved a text message from virgin this morning to say that the wifi pod was ready to install. 

I have now set up the 3 pods  and all seem to be working.

Fingers 🤞 

[Adduxi · Accepted solution]

Yes, the Pods seems to cause real confusion.  As you know, they need to be registered to a particular Hub, so it "should" be easy enough. But recently the Forum has been awash with similar stories, so who knows what is going on.?

As for the promised callbacks, lets not go there.

[Billbod]

Thanks for that Adduxi

Can i ask should I now do a reboot of the hub

Or should I wait for the pods to settle down for a while. The wifi signal has been a little bit washy today but I hope that is just the pods bedding in?

Thanks again

[Matthew_ML]

Hey Billbod, thank you for reaching out and a warm welcome to the community I am sorry to see you are having some pod trouble.

I have taken a look at our side and I can see you've been in contact with us since this post, did the team manage to help at all?

[Billbod]

Hi Matt, thanks for getting in touch

I have managed to get the pods working now. They are not great to be honest seem to have less range than when paired to the old router with the red light issue.

I am going to try and reposition the router high up and see if it works better.

I'm  debating whether to get a new router ,  upgrade to 1gb hopefully with a hub5 , get a mesh system or use a powerline. 

 Any thoughts?

Thanks again

Bill

[Carley_S]

Sorry to hear that the pods are working well for you @Billbod 

I have checked the systems at our side and can see that one of your pods need repositioning as it's sat in a weak signal area.
I recommend looking at your in home set up and ensure that your pods are placed in a mains socket rather than an extension. The pod should not be blocked by metal, placed near mirrors or placed in the path of thick construction material that can attenuate the WiFi signal. 

You can use our connect app to manage your devices and WiFi performance if needed 

[Billbod]

Hi Carley

Thanks for the info.

Is it possible to tell which pod is in the bad area.

I only ask as I am having problems sometimes connecting to the app.

The wifi is working just not how it was before swapping to this replacement hub3.

I tried over the weekend to reposition the hub high up on a shelf , but the readings from the app and from speediest sites were pretty much the same as in its original,position.

I am getting around 160mbps in a room with the hub and a pod.

i would have hoped to get nearer to the 500 mbps

Thanks again for your continued help with this

[Billbod]

Hi Carley 

I have today upgraded to the 1 gig tariff. I am waiting for a call back to see if the set up fee(£35) can be waived.

Just a question will I have the same problem getting the wifi pods to pair with the new superhub 5 or will the pods be paired to the new modem already.

Thanks

Bill