Wifi Pods not connecting to new hub 5

[George156]

I just upgraded from hub 3 to hub5.

My wifi pods I was using on the hub 3 are not connecting to hub 5 and I've tried everything. Please help

[Client62]

Call the activation number 0800 953 9500, request the VM Pods are paired to the replacement Hub.  For the call have to hand your VM a/c number, the full details from the Hub’s sticker and ALL the VM Pods.

[jbrennand]

Try rebooting the Hub to help drive the new file installation that "pairs" the Pods to your Hub.  It may happen overnight - if its not done by then, Call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

[George156]

Thank you both for your replies. I contacted VM on the number above. They rebooted my hub from their end which didn’t resolve the issue. 
They weren’t able to get my pods to work and they said they would look into it and be in touch within 24 hours

[George156]

After spending over 30 minutes on the phone explaining that my WiFi pods weren’t pairing with my new hub 5 I seem to have reached a dead end. 
Is there anyone on this forum from Virgin that understands the issue and can help?

It was clear the person I spoke to on the phone had zero understanding of the issue and was just reading off a script like a robot.

[George156]

I got a message this morning from VM saying the Wi-Fi pods are now paired and they instantly connect and work perfectly. 
No one I spoke to at VM customer support knew they needed to be paired or activated. 
I suggest some retraining for customer support to keep them in the loop. 

[Kath_P]

Hi George156, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you had some issues with your WiFi Pods following the installation of a new hub. The pods are configured to only work with your hub so when a new hub is installed, the Pods need to be re-configured. We can only apologise if the agent you spoke to was unaware of this. 

We're glad to hear things are sorted for you now though. If you have any further issues, pop back to us here and we'll be happy to support you. 

Thanks,