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
