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Wifi pods not delivered

Tweeder786
Joining in

Signed up to a new contract aslong as the wifi was a little faster, price wasn’t much higher and wifi pods were included which all was agreed in the chat with advisor. Now I have received a SIM card and stream box but no wifi pods. Cancelling if this can’t be resolved as they take 30 years to respond. 

2 REPLIES 2

newapollo
Very Insightful Person
Very Insightful Person

Hi @Tweeder786 

The pods are free on the  Volt bundles, however you don't receive them automatically, they need to be ordered after running wifi tests which show your speed is less  than 30Mbps.

You need to perform a Home Scan using the Connect app in the area where the signal is low(est) or as near to there as possible.  The home scan feature will guide you from room to room to carry out WiFi speed tests. If it finds a potential signal-less spot, it’ll test your broadband speed to the WiFi Hub to make sure there isn’t a problem with your network.

If everything’s okay with the Hub, the app will take you through to order a WiFi Pod to help boost your WiFi connection.

How to perform the scan and order the wifi pods when using the Connect app.

  • Tap Start the scan and then  
  • While connected to WiFi, Tap "I’m ready " and then wait a couple of minutes for the scan  to complete, and then tap Continue 
  • Tap Add a room, and at on the room you're in, then Start the Scan (do this in every room) 
  • When the scan is complete tap Optimise WiFi now if the options shows as that will try and improve the connection in the current room 
  • When it shows Optimisation complete, tap Rescan room,  tap Start Scan  and then you can click on Order a WiFi Booster if it shows as an option

If that doesn't work you can call  0800 064 3850 to order the first one

VM will only send out one at a time, and there must be at least  7 days before ordering each one. It's up to three in total depending upon coverage. 

Following that if you need additional pods you can order them by logging into /my-virgin-media, as per the info below from https://www.virginmedia.com/wifi-max ?

How do I get a second or third WiFi Pod?
If you’re not getting download speeds of at least 30Mbps in every room with one WiFi Pod, you can request a second or third by signing in to My Virgin Media, clicking on Your Package and following the steps in the WiFi Max tab
Dave
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Kath_F
Forum Team
Forum Team

Hi Tweeder786, 

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 that you've not had your WiFi Pods. Whilst your package may include the pods, we would only send them if they are needed. 

If your WiFi speed is under 20mb and other diagnostics haven't helped, we can send 1 pod to help improve things. 

Taking a look at things this end, I can see you've spoken to the team and they have ordered the pod for you and you should get this in a few days. You can get help on setting up your Pod here

If you have any further issues, pop back and let us know so we can help. 

Thanks, 

Kath_F
Forum Team

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