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Missing Wi-Fi pods

Lkj76543
Joining in

Hi. I have rang CS multiple times to order Wi-Fi pods to cover black spots in the house only to be told my order has been placed and will be with me in a few days time. This has happened on three occasions over three months. When asked for confirmation email or text was advised I’ll receive it in 24hrs but still no sign. 

It seems impossible to order a Wi-Fi pod and CS provide dishonest information confirming the order with no evidence. Only reason converted to Volt was for Wi-Fi pods but looking at cancelling contract now.

has anyone got idea how to resolve this please? Thanks 

3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

Hi @Lkj76543 

Have you used the Connect app to order a wifi pod?

 VM will only send out one at a time, and there must be at least  7 days before ordering each one. It's up to three in total depending upon coverage.

They are free if you are on the Gig1 package, or Ultimate Oomph, or on a Volt bundle, however if you are on any other package then they are £8  a month.

You need to use the Connect app to perform the Home Scan in the area where the signal is low(est)

The info below is a copy paste of the steps provided by @John_GS  (Forum Team) in how to order them when using the Connect app.

  • Tap Start the scan 
  • Then Start the scan again 
  • While connect to WiFi, Tap I’m ready 
  • Wait 2 mintues for Scan 
  • Scan complete, Tap continue 
  • Tap Add a room, Tap the room you're in 
  • Start the Scan (do this in every room) 
  • Scan complete 
  • Tap Optimise WiFi now if an option 
  • If so, Tap Optimise 
  • Optimisation complete, Tap Rescan room,  Tap Start Scan 
  • Tap Order a WiFi Booster if an option

If that doesn't work you can call  0800 064 3850 to order the first one 

Following that if you need additional pods you can order them by logging into /my-virgin-media , as per the info below from https://www.virginmedia.com/wifi-max ?

How do I get a second or third WiFi Pod?
If you’re not getting download speeds of at least 20Mbps in every room with one WiFi Pod, you can request a second or third by signing in to My Virgin Media, clicking on Your Package and following the steps in the WiFi Max tab
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Thanks but have tried it all with no success as app disconnects in the black spots saying ‘error try again later’

have rang CS again today and was advised an order has been placed and I’ll receive confirmation email 15mins after the call and 3hrs later still no email so don’t hold much hope pod has been delivered. 

seems absolutely impossible to order a pod and unsure how to proceed further as moved to volt specifically for Wi-Fi pods 

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Hey, Lkj76543. 

 

Thank you for your post and welcome to the forums! 

 

Sorry to hear the trouble you've had here whilst trying to do this. I have been able to check things from our side and I can see you've been able to speak with the team and have this ordered. Please keep me posted on how it goes 🙂 

 

Cheers, 

Ryan.