How do I update my Hub and Pod on virgin connect?

[mwaleed86]

How do I update my Hub and Pod on My VM?

I got a replacement for my hub, as the old one wasn’t working.

But I can’t access the hub or the wifi pod on the my vm connect app. Additionally the wifi pod isn’t picking up the new pod. How can I register them?

The problem is that the wifi pod also doesn’t have the wps button

[Matthew_ML]

Hey mwaleed86, thank you for reaching out and I am sorry to hear this.

This should update in a few hours have you fully installed your new hub?

Has this changed over yet?

With the pod please follow these steps;

Unplug any Ethernet cables attached to the router and wait at least 30 seconds, then plug them back in. Plug the router's power cable back into the outlet. Plug the modem back in and wait until the modem has finished powering on. Wait at least 2 minutes for your Pods' LEDs to stop blinking.

[mwaleed86]

Hi Matthew,

No it hasn’t still. Its been 24 hours . I get the followed message on the virgin media app ‘something went wrong on side’ please see screenshot attached.

 

[Molly_T]

Thanks for getting back to us mwaleed86!

We may need to re-pair the PODs with your Hub to ensure they are no longer linked with your former hub, and working correctly. 

I will send you a PM to confirm a few details so we can take a closer look! You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Molly_T]

Hi All 👋 Just returned to the public thread to keep things updated. 

Thanks to mwaleed86 for PMing with me 📩 - I'm glad to report it's all working again now! 
Hopefully there are no further issues. 🤞 Wishing you all the best. 🌞

[Rosebush18]

Molly, tell me why do you seem to be the only member of the forum team to often come back to the thread and report the outcome? Your colleagues (possibly less customer focused) simply don’t - odd that!

It does strike me that the entire point of a customer support forum is to share information - so often does a thread end with a generic ‘let’s take to to PM’, and then radio silence. Nobody knows what the outcome was, what the solution was, so other VM customers need to start the process anew.

Molly, you are a credit to VM’s (generally) sorry excuse for a customer service provision, which probably means you will be disciplined and/or sacked soon - you might want to get your CV up to date!

Best wishes.

[Akua_A]

Hi @Rosebush18 

Thank you for your feedback. We will take this onboard and pass your praises to Molly. We truly aim to provide the best service possible. Please do not hesitate to contact us if you need any further help and we will do our best to help from here

Thanks,