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
I have the same issue, just installed the Hub5 and the wifi pods does not work.
I have the same issue, just installed the Hub5 and the wifi pods does not work.
Jus rang VM and they said they needed to be activated to the new hub.
should get a message when this is done apparently
VM really need to tell you this when they send you a new router don’t they?
Hi there - I have the same issue with the new hub 5. How are they activated? Do I need to speak with VM?
I have the same problem too, been trying for 48 hours to get someone to help, but no luck so far. Be grateful if someone from Virgin could contact me as I’m constantly coming up against barriers that prevent me talking to anyone.
Many thanks for your reply. The pods have been switched off since yesterday evening and I have plugged them in next to the hub and switched them on. After a few minutes the pod with two Ethernet port starts flashing blue, the other pod with one Ethernet port continually flashes white, neither of the ports connect to the new hub 5.
I managed to get a live chat yesterday and the agent has said that he thinks I need a new hub. He has ordered one and says it will be with me in 3 to 4 days. I’m to try that and if it doesn’t work then I should get back in touch again. I am not convinced that it’s the hub and I asked if they could send two new pods at the same time. The agent said they could only order one thing at a time.
All I can do is try the new hub out when it arrives and hope for the best.
many thanks for the suggestion though, it’s much appreciated.
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.
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.
Forum TeamHi 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?
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.
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.
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.
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.
Forum TeamHi 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,
Hi, I am having the same issue with my wifi pod (white) not connecting to my new hub 5. I contacted customer services and they just sent a new pod but that isn’t connecting either. Could I have my 2 pods provisioned to my hub?
Forum TeamHi 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,
Hi,
I received my new Hub5 yesterday and have the same issues, 3 pods are now not working. Dual Ethernet port pod is flashing blue, other 2 flashing white.
Spoken with VM support and promised a call back which hasn’t happened.
any help gratefully received as my broadband upgrade has turned into a major downgrade!
Thanks
Hi . We’ve had a new Hub5 and currently have 3 wifi pods that previously connected to the Hub3. We cannot get them to connect to the new hub and just have constant flashing lights. Have turned everything off and on but still don’t work. This has been the case for 24 hours now. Any suggestions as to how to resolve? Thanks
Forum TeamHi Ridgerowans
Thank you for your post and welcome to our community.
I am sorry to hear about the issues you are having with the pods and the new hub.
I have taken a look at things from our side and can see you spoke with the team today.
Has this now resolved the issue?
Please pop back to us when you can.
Following this thread as I’m getting a hub 5 delivered on Tuesday. I won’t be holding my breath that the 3 Wi-Fi pods will work with it out the box!
Forum TeamHi padbed-hisqis-X,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We understand that you're unsure but it is a very simple fix from this end so if for any reason your pods aren't connecting after you've installed the hub, pop back to us here and we can then get some information from you and will be able to re-provision the pods to work with the new hub right away 🙂
Thanks,
Thanks Kath. I’m pleased to say the pods seemed to work with no configuring on my part, just a case of plugging the new hub in.
I guess it will sort itself out in a few days but my connect app doesn’t seem to be working properly since installing the hub 5. Any tips?
I thought that with the Hub 5 you needed new WiFi 6 pods to work with it as the old pods so not work with WiFi 6. I remember when the hub 5 was in testing anyone with pods needed to be supplied with new ones
I have exactly the same issue, Hub 5 installed yesterday and can't get the WiFi Pods to work since. I've tried all of the suggestions within this thread so far
Hi Jimmyk8458 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about the issue you're experiencing 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
I am also having the same issue with my hub5 and 2 existing pods not connecting. If someone form the VM team could private message to help out that would be great, thanks
Forum TeamHey Samgreg123,
Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your WiFi pods at the moment.
I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L
Forum TeamGlad to hear that your pod issues have been resolved, Samgreg123 👍
