limited wifi upstairs, move router?

[Simpleflaw]

Hi all,

Recently upgraded (and bought our first house). 

However, since the engineer visit to fit our new kit, we've had a host of problems.

We're meant to have the absolute max package (1gb, hub 5, full tv, wifi pods etc).

However, I was given no wifi pods and the signal upstairs is near non-existant. 

Additionally, when trying to use the app or website, I get told my account is closed, but when I speak to customer service, they say it's fine.

I'm getting really frustrated being unable to solve the issue myself (as I wasn't given the promised kit) and being unable to actually login to my account.

I'm getting the promised speed downstairs, but upstairs one room gets 200mb and the other can't even find the router.

From Googling, it seems the quickest resolution comes from forum staff booking engineer visits for £25. 

Any guidance on how to best escalate to them?

[newapollo]

Hi @Simpleflaw 

The wifi pods are free if you are on the Gig1 package, or Ultimate Oomph, or on a Volt bundle, however if you are on any other package then they £8  a month.

The mesh wifi  pods now come with a speed guarantee . See the following page for details, including  how to order online via My Virgin Media or through the Connect app

https://www.virginmedia.com/wifi-max 

You can also call the direct number 0800 064 3850 to order a pod (they will only send out one at a time, and there must be an interval of at least one week before a second order will be accepted)

Regarding, " when trying to use the app or website, I get told my account is closed, but when I speak to customer service, they say it's fine." 

You also say you've upgraded and just bought your first house.

Did you have a broadband account in a previous property with VM?  If so it sounds like you've possibly used the same email address which is causing prroblems.