on 14-09-2022 15:27
Well thank you VM for your email@em.virginmedia.com email with subject heading "Mike, you’re getting our superstrong WiFi guarantee – on us"
Followed by this promise
"Hello Mike,
Good news – we’re giving you our superstrong WiFi guarantee, at no extra cost. It’s our promise you’ll enjoy download speeds of at least 20Mbps in every room or get £100 bill credit."
So looks like I am owed £100 please.
Why?
Because I have a new Hub 5.0 router and I have yet still to receive the promised three free wifi extenders being recently upgraded to 1gb contract.
MORE IMPORTANTLY
Unless something has massively and technically changed never will as VM Support have confirmed the current WIFI extenders are still not COMPATIBLE with Hub 5s and unlikely to be so in the near future.
Oops
Looking forward to my £100 please credit on my next bill. How do I claim?
Thank you, Virgin Media team
14-09-2022 15:30 - edited 14-09-2022 15:35
There will be info on the page here to help you get the new Wifi Max pods. Not the same (firmware) as the older one that you believed they would send you
https://www.virginmedia.com/wifi-max
14-09-2022 15:32 - edited 14-09-2022 15:34
If you've on WiFi Max then the Hub 5 is compatible with the Pods.
You won't ever been send three Pods in one go though. You'll get one to start with and then you may be sent a second or third one if diagnostics or tests through the Connect app indicate you would benefit from them.
Finally the full process for the WiFi Max WiFi Gurantee are here - https://www.virginmedia.com/wifi-max
How do I claim my one-off £100 bill credit?
If you’ve checked your WiFi speed on the Virgin Media Connect app and still don’t get download speeds of at least 20Mbps in every room after installing a third mesh WiFi Pod, sign in to My Virgin Media, click on Your Package and follow the steps in the WiFi Max tab.
Sign in to My Virgin Media
Alternatively, if you need to get in touch using one of our accessible contact options, find out more below.
More on accessibility contact options
We’ll look into the problem for you, which might include remote line testing or sending out a technician, and they’ll add a one-off £100 credit on your next bill if they still can’t solve it.
on 15-09-2022 12:59
After several clicks you have to access a chat which initially is a chatbot then finally get to chat with human being.
Started chat at 12:12
By the way as part of the chatbox process when it asks you only get these following options - not one for Wifi / Max Wifi / Pods
"The HUB 5 is actually not compatible with our Wi-Fi intelligent pods as the HUB 5 itself comes with security has been improved with the new WPA3 standard. The Hub 5 also offers ridiculously fast Ethernet with a 2.5Gbps port, giving you the ability to fully utilize your fibre connection if you really need high speed and no latency on an Ethernet Enabled device. However, after we recently launched our Wi-Fi guarantee on Wi-Fi max, that is supported on the HUB 5 too."
Then when challenged"I will now pass you to one of my colleague in the customer care team who can help you with adding Wi-Fi max to the account and schedule delivery of the Wi-Fi super pod.
Apart from adding Wi-Fi max, would you be interested in upgrading the TV services by adding sky sports collection or Premier sports & box nation as the sports season is on and you or your friends and family member might enjoy it."
Then when passed on Customer Care Team got presented with
At 45 mins
I GIVE UP!!!
Will phone and raise speak to support when I have time to do so.
Thank you VM for another wasted 45 mins of my life
on 17-09-2022 13:40
Hi mikeh99,
Thank you for reaching out to us here on the Community.
I am sorry to hear of the issues you are experiencing when attempting to order the Pod pack, we will be happy to help.
Please check the purple envelope on the top right of this page for a private message from me and we can go from there.
Speak soon,
on 18-09-2022 20:47
Thank you Natalie_L - have just replied