The customer service is beyond poor they just dont care aslong as they get you in a contract.

[Stewart4393]

I have tried for the last 4 to 5 weeks to get my 3 virgin pods as a volt member.  The virgin staff are poor they just hard to understand over the phone and by text they end the conversation. You can only order one pod at a time and a modem after so that's takes 4 weeks .Why this is how they do it I don't know so part of my house does not have service. They have cancelled one delivery as you can't have two coming at once.  I did not I ordered the 2nd after my first delivered and no one told me they cancelled setting me back a week as it takes 5 days  I phoned up 4 days ago for my 3rd pod  it was not orders setting me back again a week again on top of the last one  as it does not come on weekends . I have not been able to join the app on my phone or tablet for 5 months so been told I need a new modem but can't ordered till all 3 pods arrive . What sort of stupidity is this I am entitled  to 3 pods just send them all  at once and a modem they drag it out. I can't wait for thier competitors to bring out thier 900 speed and above and I will be leaving I had trouble with my contract at the beginning that was handled poorly virgin just want your money  and don't give a dam about the customer. 

[Akua_A]

Hi @Stewart4393,

Welcome to community forums and thank you for your first post. 

Sorry to hear you are having issues when trying to order WiFi pods. For clarification, as part of WiFi Max although you are entitled to up to 3 pods, we can do not send them at the same time. We send you a Pod at a time, testing your service each time, to make sure you’re getting 30Mbps in every room. We apologise if there has been any delay in your order request. We can however see the final has been placed for you already. Do you need any further help with this?

Thanks,

[Stewart4393]

Hi Mark my 3rd one came today so I phoned up as my 3rd one did not connect. The lady on the phone said leave it in the room with the modem for 24 hours the other 2 times i did not have too and it worked  both time I was given different  information. I not been able to connect to the app in 6 month I was told by virgin staff after 3 weeks order a new modem . The lady had me do a dance  with my phone and Internet and fobbed  me off with that virgin will look in to it and you can  ring up in 3 days time it was a fob off. I can't connect  to the app and no modem is coming it's take about 6 weeks and still not solved the problem. I pay for 500 speed not 30 and expect that as I pay for it  any of your bog standard  Internet companies can offer 30 speed that's cheaper sky have a better customer  service but low speeds .Virgin are the worst for customers  service  and I not seen anything  to prove me wrong. Why send one at a time send 3 in one go and a modem and you save time instead of my house getting no Internet. It's hard to understand  the customer service team as non have British accents too .

[Stewart4393]

Akua sorry for getting your name wrong I read mark as helpful answer. I just want a new modem I had trouble with when virgin phoned offered  a  new contract  and price in my 14 days I wanted to go back and they could not as codes had gone so offered a better deal for me I have a tv and phone I never used as its cheaper than being sent back  I went through  5 customer  service  team at the time and 2 mangers  it was so bad I hoping when my contract  runs out all the new Internet  cable are down and other companies  offer the fast speed and I am gone .Sky sent out a team member  and in one day gave me to boosters when I was with them it took 3 days and one phone call hate to work out how many to virgin I made .

[John_GS]

We wouldn't send a new Router. This is only done via an engineer visit and that's only booked in should the diagnostics show one is needed.

What issues are you having please with the router? 

Has the Pod not helped with the broadband?

There are a few requirements for the Pods to work with our Hubs:

•    The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
•    Channel Optimisation must be left on.
•    The SSIDs must be the same and broadcast enabled.
•    The SSID must be password protected.
•    The Passphrases of the SSIDs must match.

As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home.

Keep us posted.

[Stewart4393]

Hi I had a engineer  come out today they were really friendly and helpful  got everything  up and running  but after they left the problem  happened  again. I got a good signal especially  with the pods but I could only connect with the app.  I was able too for  10mins then it could not find the hub again they gave me a new hub 4 replacing my old one so I still have the same problem.  Your hub 4 are rubbish  I need a new hub 5 as I had 2 hub 4 now and from the community  I can see since January  there have been issues  with the app. Virgin hide behind we can't help and use the wait a few days excuse  I got a complaint  going against  the customer  service lady the other day who was not good or polite . If you speak to staff they say sign in to the app I not been able too for 6 months on many devices . You have to send a pod out at a time even though volt packages say you entitled to 3  and engineers need to come out. I spoke to the engineer  before he said give it a few days and ring you lot up and ask for a 5 and they will come out again and give me one  .That will be fun with how poor customer  service  is at virgin I will end up speaking to someone without a British accent and end up being told to wait 3 more days then ring up again . I can see me getting in contact with the ombudsman as this cant keep happe ing . 

[Stewart4393]

 i been on the 192 and sorted that bit your app is poor and so are your hub 4 is it anthing to do with hub 5 and that 6 is due or here my phones hooked up to the Internet  and cant find it hows that work.

[Kath_F]

Hi Stewart4393, 

Thanks for coming back to us in the Community. All hubs, if needing to be replaced are done on a like for like basis, so any replacement you need would be a new hub 4. Once a new hub has been installed, it can take quite a few days for it to go through the system and update and during that time, the app will have an issue with finding the hub. 

As it stands, the hub is showing online and all 3 of the pods are connected to the hub, with devices being connected to them. All are operating at a good signal strength so there is nothing to suggest there are issues in the home. Can you tell us a little more about how the broadband has been operating since the new hub was installed?

Thanks, 

[Stewart4393]

Hi my Internet is better but does freeze still every now and then but  the pods do help . We always got great Internet  in the living room with the hub and we the first house next to the outside virgn box thing it just freezes every now and then and struggles to connect  to my sky tv and two tablets  but everything else is ok .The app messages me to tell me the pods are not connected  I went to the 192.0. and was able to see them connected the hub .It would be easier  if the app worked as I got threw out of the 192 site alot or it was to slow to load for some reason thankyou 

[Hoisin]

Having the exact same experience - arm twisted to get a volt package, virgin connect app won’t find hub, a nightmare requesting one pod at a time (one and counting), hub 4 rubbish - I can’t log into it, virgin refusing to replace with a hub 5 without charging.  It’s all been a hair pulling nightmare