New hub 5 WiFi pods

[Noggin1966]

Just installed new hub 5 router. All good, except my three WiFi pods are not connecting to the router. 
I get continuous flashing white lights.
Can anyone help?  
have obvs tried turning both router and pods on & off 

[dartguru]

I'm also having the same problem. The pod will not stop blinking when trying to get it to connect to my new hub5.   

One suggested solution is to use the Connect App to help. Love to, but that doesn't see the hub5 either (which is apparently a problem known back in March with "a small number of hub5's, that was urgently being looked into).

The hub5 is working, connects to my box and has numerous devices connected to it.

Really frustrating as the pod is needed to make the wifi viable.

[dartguru]

So, with an update.... Connect app now sees the router and the attached devices. 

im now trying to install the pod via the app, it seems to "see" it in that i can see the serial number of the pod, but the install is going round in circles (telling me to plug in the pod, then telling me to keep it plugged in, rinse and repeat)  and the light is continually blinking on the pod - for about two hours now.

[Ashleigh_C]

Hi there @dartguru 

Thank you so much for your post and welcome back to the forums, it's great to have you here.

I am so sorry to hear that you have faced this issue, I am glad to hear the connect app is now connected. 

Can I ask how things are looking since your last post? Have you been able to reconnect the pod at all? 

[dartguru]

Hi, and no.

The pod is currently plugged in, in the same room as the hub5.

The app shows the Hub and the pod, the pod has an exclamation mark against it. If I click on it, it says something went wrong, but DOES show the pod serial number.

If I then click "Install again" I get a message saying that it is installing and should take 2-4 minutes, but then eventually comes back and says it could not find the pod. I have tried moving it elsewhere but get the same result.

[Jodi_S]

Hi dartguru,

Thanks for posting on our community for forums. We're sorry to hear that you're having an issue with your pods connecting to your hub 5.

As you posted a short while ago, have you contacted our team to get this issue resolved since your post or do you still require assistance. 

Kind regards Jodi. 

[dartguru]

Hi

The hub now doesn't see the pod at all (I tried uninstall and reinstall and it disappeared completely). Would I be right in saying that contacting the team is via Whatsapp?  I've just found that after going round in circles on your website for a while.

[Alex_RM]

Hi dartguru,

Thanks for posting and sorry to hear you're having some connection issues with the pods. 

I've popped you over a private message to confirm a few details with you.

Alex_Rm

[lal77]

Hi

new hub 5 installed 2 weeks ago.  Internet connected ok.   Hub not recognised on connect app for first few days.   Hub recognised on connect app after first call to vm - maybe coincidence?  3 pods still not connecting.  Showing  on app with exclamation mark - cant connect to hub.  Promised a call back from vm technical experts within 24 hours - no call back received - pods still not connecting.  Called vm again after 3 days.  Promised another call back within 24 hours.  No call received.  Contacted vm via whats app and was told would receive a call back within 24  hours.  Have reset hub numerous times.  Pods  will still not connect.  Have tried removing pods from the  connect app with a view to reconnecting  pods - pods not now recognised and now not showing at all on the connect app.  App says call for help.  Which i have already done - twice.  Hub 5 supposed to be an upgrade.  So far this is certainly not the case.  I need the pods to use my ring doorbells  and camera.  

[Kath_P]

Hi lal77, 

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 your pods aren't connecting since you had a new hub. It sounds as though they haven't been provisioned with the new hub. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_P]

Hi lal77, 

Thanks for taking the time to update me within private message. 

We're happy to hear things are resolved for you now. If you have any further issues, pop back and let us know so we can help further. 

Many thanks,