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Our Router doesn’t deliver the Wi-Fi through the house

Joining in

We live in an old sandstone house. We have some thick internal walls. Some rooms don’t receive much if any Wi-Fi and we have issues streaming tv. 

we have used the connect app but anytime we try and get through to customer services they fob us off and saying it’s a local issue. We know this is wrong. We’ve checked. There’s no local issue. We just can’t get the Wi-Fi through the house. 

How do we get a booster pod sent out please? 


Accepted Solutions

No problem at all iainpol.

I'm still around if you need any more help.



See where this Helpful Answer was posted


Forum Team
Forum Team

Hello Iainpol,

Thanks for your first post and welcome to our community.

Also thanks for following the advice I gave on Twitter.

Lets get this Pod and connection issue looked into pronto.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo  top right of your screen that would be great. 


Forum Team
Forum Team

Hello Graham.

Thanks for those details.

I have just ordered the second pod for you.

This should be with you in the next 5 working days.

You will receive tracking details on the day with a 2 hour time slot.

Can you please let me know how things are after you have set this one up.

If you need another one then I can get 3rd sent out.


That is fantastic Gareth. 
Thank you for all of your help today. 
Very VERY much appreciated. 

No problem at all iainpol.

I'm still around if you need any more help.



Hi Gareth. 
I hope you’re well. When I spoke to you 2 weeks ago you promised us a booster pod in 5 working days. We also had an engineer out 2 days after speaking to you. He discovered that we had several dark spots with no coverage and said we would need 3 boosters in total. So he ordered a third one (ref 119932-24897)

we have not received or heard anything since. Can you find out what’s happening please? 

Thanks and best wishes


Forum Team (Retired)
Forum Team (Retired)

Hi iainpol, 

Thank you for getting back in touch with us here on the community. 

We are very sorry to hear you have not yet received the equipment. 

Can you please confirm how many Pod's you have received? Is it just the one from the technician that is currently due to arrive? 





With a heavily built property Powerline Extenders are worth considering if you find the VM Pods don't work well. 

Hi Natalie

Thanks for picking this up. We have not received the one the Gareth ordered or the one the engineer ordered 2 days later. 

It’s now over 2 weeks ago. 

Thanks for looking into this for us. 

Best wishes


Forum Team (Retired)
Forum Team (Retired)

Hey @iainpol,

Sorry that this has not been delivered for you, I would like to look into this for you, for me to do so I will need to confirm some information from you in a private message.

If you have not used this feature before you can access it via the envelope at the top of your screen.