Forum Discussion

ethanbm's avatar
ethanbm
Joining in
2 years ago
Solved

Upgading Broadband Package

Hi there I was just wondering what is happening with my order as I requested for Gig1 Fibre broadband and placed the order on Tuesday 19th March as my contract is ending soon. I was told that my ins...
  • Beth_G's avatar
    Beth_G
    2 years ago

    Hi ethanbm

    As you already have two WiFi Pods with us, we'll assume that you had these prior to upgrading to the Gig1 plan. This will be why your third WiFi Pod will also be one of the white ones, as you won't be able to have a mix of the black and white ones. To clarify, only customers subscribed to the 600mbs plan or higher are eligable for the back Pods.

    If you would like to have the black WiFi Pods instead, you'd need to return all of the white WiFi Pods back to us and then place a new order for a black WiFi Pod once we have received your return.

    I hope this helps,

ethanbm's avatar
ethanbm
Joining in
2 years ago

Hi

Yes the problem has been sorted and the wifi is been installed. One problem that I am facing is that I require a black wifi pod as these white wifi pods aren't helping but according to the rep I spoke to only people on M500 plans can get it, which I don't understand as I should be elegible when I am on the Gig1 plan. They said there is not a way of me beinging able to get a black wifi pod but I don't think that is right. Please can someone clarify this for me.

Thanks

Beth_G's avatar
Beth_G
Icon for Forum Team rankForum Team
2 years ago

Hi ethanbm

As you already have two WiFi Pods with us, we'll assume that you had these prior to upgrading to the Gig1 plan. This will be why your third WiFi Pod will also be one of the white ones, as you won't be able to have a mix of the black and white ones. To clarify, only customers subscribed to the 600mbs plan or higher are eligable for the back Pods.

If you would like to have the black WiFi Pods instead, you'd need to return all of the white WiFi Pods back to us and then place a new order for a black WiFi Pod once we have received your return.

I hope this helps,

  • ethanbm's avatar
    ethanbm
    Joining in
    2 years ago

    Hi there

    I am happy to retrun all my white wifi pods for the black one as I only really need one and that one is in a room with no free sockets. I have read that the black pods don't need to be plugged directly into the port and that would be better for me. So please can I request to return all my white pods and get one black pod

    Thanks

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello ethanbm.

      Shall we get this arranged then. 

      It might take a while to get the black pod to you as returns process can take 10 days from you sending them. Plus the returns kit can take 5-10 days to be received.

      You can if you wish print your own label and use your own packaging. Just go here https://www.collectplus.yodel.co.uk/virgin The label will be sent to the email address you choose.

      I will still need to take some details from you.

      If you can check your logo at the  top right of your screen that would be great. 
      Regards     
      Gareth_L
       

       

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello ethanbm.

      Thanks for your Private message advising this has now been sorted.

      If you need anything else? You know where we are.

      Gareth_L