Ordering WiFi Pods

[TIM_T]

I have recently upgraded my broadband package to Volt with a 500mb connection and as the Wi-Fi is very weak in some areas of the house I carried out a scan using the VM Connect app. This confirmed thatI only have speeds of 11mb and 22mb in a couple of the rooms and no signal at all in the study but it never gave me the option to order the Wi-Fi pods.

Any idea how I can prompt it to do this?

Thanks 

[newapollo · Accepted solution]

Hi TIM_T 

You need to perform a Home Scan using the Connect app in the area where the signal is low(est) or as near to there as possible.  The home scan feature will guide you from room to room to carry out WiFi speed tests. If it finds a potential signal-less spot, it’ll test your broadband speed to the WiFi Hub to make sure there isn’t a problem with your network.

If everything’s okay with the Hub, the app will take you through to order a WiFi Pod to help boost your WiFi connection.

How to perform the scan and order the wifi pods when using the Connect app.

• Tap Start the scan and then  
• While connected to WiFi, Tap "I’m ready " and then wait a couple of minutes for the scan  to complete, and then tap Continue 
• Tap Add a room, and at on the room you're in, then Start the Scan (do this in every room) 
• When the scan is complete tap Optimise WiFi now if the options shows as that will try and improve the connection in the current room 
• When it shows Optimisation complete, tap Rescan room,  tap Start Scan  and then you can click on Order a WiFi Booster if it shows as an option

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

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. 

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 30Mbps 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

[TIM_T]

Thanks for your help. unfortunately the Connect App does not give me the option to Optimise the Wi-Fi and /or order a pod, it just keeps saying do you want to do another scan. I am currently in a very long queue on the phone to try and order one that way.

[John_GS]

Hi @TIM_T 

Thanks for posting and welcome back to the community.

I'll send you a PM now to assist further.

[Guinevere]

I’m going round in circles trying to get a pod … done the connect app test and told me took me to website to order but that directs me back to the app. Tried on chat but didn’t get further than a bot. Is there any other way to get the first one sent out?

[Ashleigh_C]

Hi there @Guinevere 

Thank you so much for your post and welcome back to the community forums, it's great to have you here.

I am so sorry that you have faced this issue ordering out a Pod, I'd be happy to take a closer look via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[JustJason]

Hi 

Could i also get a PM as I'm having the same problem.

Thanks 

JJ

[Ayisha_B]

Hi @jj 👋
Welcome to our Community Forums and thanks for your post.

I am sorry to hear you're also experiencing some issues with the Connect App and requesting a Pod.

I will be more than happy to take a closer look into things so will pop you a PM 📩  now and we can take it from there.

Speak soon! 😊