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Installed Superhub 5 and WiFi Pod and VM Connect App Not Working

re84uk
On our wavelength

Hi

I have installed a superhub 5 today due to upgrading to 1 gig, however my WiFi pod is not connecting and the VM Connect app is not recognising the new hub.  I have tried reinstalling the app etc however this doesn't work.

Thanks you in advance for your help.

9 REPLIES 9

Client62
Hero

It takes a few days to a week for the VM Connect app to start working with the a Hub.

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.

re84uk
On our wavelength

OK will give that a go, thanks.

re84uk
On our wavelength

Called VM, not too helpful, told us to restart router and they would call us back later and they never did.

re84uk
On our wavelength

Spoke to VM again today, their solution is to send out a new pod which should be arriving in a coulple of weeks, VM Connect app is still not working however.

SteNix2020
Up to speed

This is a known issue - We was told by a VM representative on here there looking at fixing the issue but no timescale at present. The Hub will work fine on its own but its just the Pod mesh system which probably won't work until the issue is rectified.

re84uk
On our wavelength

Seems to be the case, other Pod arrived today and it doesn't work either.  Any other ideas?

Hi @re84uk, thank you for your post. 

We're sorry to hear about the problem you're having and the poor experience you've had 😔

How have things been since you posted? Also, what coloured lights are you seeing on the WiFi Pods after plugging them in?

Step-by-step help on fixing any WiFi Pod issues can be found here

Please pop back to us at your earliest convenience.

Regards,
Daniel

re84uk
On our wavelength

Hi

Neither pod is working, just a slowly blinking white light.  The VM Connect app is also not working.

Hello re84uk.

Sorry to hear the pods are still not connected.

I'd like to take a look into this for you as there a few things we can check.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L