Virgin chat operator promised Wifi Pod - still not arrived

[Bezzaman]

I have a VM Volt M250 with Wifi guarantee account and I am entitled to 3 wifi pods if necessary.

I have one pod already but still require a second as I only have a 18mbps connection in one room. This is measured using the VM app on my phone.

The app will not alow you to order a second pod.

i contacted VM using the online chat (please check transcript) having measured the speed using the app as advised by VM and was told I would be sent a second pod in the following 5 days.

Nothing has arrived and no communication received, this was several weeks ago.

Please advise me as to when I can expect the second wifi pod

[andy_m]

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@Bezzaman wrote:

I have a VM Volt M250 with Wifi guarantee account and I am entitled to 3 wifi pods if necessary.

I have one pod already but still require a second as I only have a 18mbps connection in one room. This is measured using the VM app on my phone.

The app will not alow you to order a second pod.

i contacted VM using the online chat (please check transcript) having measured the speed using the app as advised by VM and was told I would be sent a second pod in the following 5 days.

Nothing has arrived and no communication received, this was several weeks ago.

Please advise me as to when I can expect the second wifi pod

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If it helps - I know you said several weeks - but I ordered one at the weekend and was told it might be between 72 hours and 14 days! However, when I looked on the "orders and appointments" section on the My Virgin Media app earlier I saw that I have an equipment order scheduled for delivery at the weekend, so it might be worth checking there.

[Arissa_H]

Hi Bozzaman 👋🏼.

Thank you for posting and welcoming you back onto our community forum 😊.

Since Tuesday was you able to order another Pod? 

Let us know how you are getting on.  

[Bezzaman]

Bozzaman?

Aside from the poor grammar and incorrect name spelling how is this reply helpful in anyway.

Surely you should know how I am getting on as you are sorting the issue out for me.

[Bezzaman]

Thanks Andy, it turns out that despite assurances from the webchat operator that I would receive a second pod, they hadn't bothered placing an order for one after the chat.

[Ilyas_Y]

Hey @Bezzaman 👋🏼 Thanks for the reply.

I've had a look on my end and we can see the 2nd pod has arrived and has been installed.
May I ask how the use of the 2nd pod has been, has it improved connection around the house?

Let us know.

Kind regards,
Ilyas.