The New 5x Hub (different than the standard 5Hub)
Hi everyone, I hope this information can be helpful for others as it took me over a week and more than 20 calls to Virgin support to finally resolve the issue. After residing at my property for over 10 years, I was thrilled to learn that Virgin Internet was now available in my area. Without hesitation, I signed up for the 1Gig plan as soon as I saw the Virgin engineers working nearby. During the sign-up process, I informed the sales representative about my struggles with weak Wi-Fi signals in certain areas of my house. They assured me that with my chosen plan, I would be eligible for free Wi-Fi booster pods. After the broadband installation by the engineer, we tested the Wi-Fi signal and, as expected, it didn't reach the areas where I needed it the most. The engineer advised me to contact Virgin support, assuring me that they would send out the booster pods. Unfortunately, despite placing the order for the pods four times over a span of 2.5 weeks, every time I called, I was informed that there were no pod orders associated with my account. Feeling frustrated, I decided to conduct some further research and attempted to use my own Wi-Fi extenders. To my surprise, I discovered that the 5x hub does not have a router mode, which was an essential feature for my needs. I contacted Virgin support once again and explained the situation, mentioning that I have the 5x hub. It turns out that the technical teams have not received training on this particular hub yet and are unaware that the pods are not compatible. Each time I ordered the pods, they were automatically canceled by another department. Here are some key details to keep in mind: - The 5x hub is different from the 5 hub. - The 5x hub is connected via optical cable, not coaxial. - The new routers currently do not have a router mode (at the moment). - Not all support team members are aware of this information when providing assistance. - Wi-Fi extender pods are currently unavailable (at the moment), likely due to the router mode issue. - 5x Hub not compatible with the virgin connect App - This 5x hub is a trial hub and they are giving customer this without telling them. (Well never told me) For now, I have placed the router in the middle of one of my rooms to ensure a signal reaches my office. I remain hopeful that Virgin can address this situation, rectify the pod availability, and enable router mode functionality. Unfortunately, switching to the standard 5 hub is not feasible for me since the cables running to my house through BT ducts are optical-only. I find myself in a rather inconvenient situation, but I'm optimistic that Virgin will resolve these issues soon. If any Virgin Techs read this please give me a update or a time scale???Solved45KViews5likes67CommentsRequest to order additional pod
Hello, I have one pod. However, I am getting a poor signal elsewhere. (Download 13 Mbs, and upload 7 Mbs). I would like to order another pod. I understand this should be possible on the app, but it doesn't seem to work. Please can someone contact me on here and put the order through? Thank you.56Views0likes7CommentsWifi pod - customer support scam/lies
I recently signed on for a new contract, it included a hub upgrade from 3 - 5. I had an existing pod which is now not compatible, after a lot of back and forth, they agreed to send me a new compatible pod. I have spoken with upwards of 10 members of the "customer support" team for an hour or more each time, every single person has lied, fobbed me off or actively abused me on the phone. I'm pretty tech savvy and committed to sorting a problem, but I've never had such a horrendous experience as this. The loop is just constant, get through explain the same problem, they don't get it, pass me to someone else, who says they'll sort it, promises they'll call me back that it's being resolved, but nothing they can do on the phone, assurances...then nothing and it starts again. They apparently can't send any emails of evidence of what's been said or promised, they can't generate bills or contracts, they can't share what the status is of an issue and they don't have the contact details of any internal teams or staff....so essentially there is no customer service. Anyone manage to avoid the scam/doomloop and actually get something resolved?125Views0likes7CommentsWiFi Pod not reconnecting
My WiFi pod has stopped working and will not reconnect to my hub. White light continues to flash. Have removed and tried to reinstall on VM Connect. Have restarted Hub. Have left pod unplugged for few minutes and then restarted in the same room as Hub but still not reconnection. Is there anything else to try or do I need a replacement pod? [Mod - title edited for clarity]Solved71Views0likes2CommentsWiFi pod causes cracked socket
I’ve had a Wi-Fi pod upstairs for about a year and it has done a great job of boosting the signal around the house. However tonight I noticed quite a loud buzzing / fan noise from the pod. Worried about safety I turned it off and unplugged it from the wall, and noticed it has caused a massive crack across the socket, rendering it highly unsafe. I’ll have to call an electrician and get them to install a new socket. I’m not sure what to do about the pod. Obviously don’t want the same thing to happen again!51Views0likes3CommentsOvercharged
I upgraded my contract to 500 mpbs on 28th February only to find that the hub is only this powerful if you're standing within a metre! Agreed a cost of £68 but I'm being charged £72. I ordered a pod via chat on 3rd March after the upgrade caused this drop in wifi in the further parts of my house and it still hasn't arrived one month later! Any suggestions how I can get help, firstly for the fact I'm being overcharged but also why I don't have a pod on it's way to me when being a Volt customer I can supposedly get them without an interrogation. I don't have faith in chat as this is the source of both my issues. Thanks in Advance76Views0likes6CommentsPod is dead
Hi everyone My WiFi pod has suddenly ceased to function, I've gone through every diagnostic I can think of, I work in the IT industry so have a decent track record. It appears to be the power supply, but I could be wrong? Is there anything I can do to avoid talking to "Customer Service"? I am considering replacing the hub at the moment, modem mode. But the ones I like are quite expensive. Couldn't connect via Virgin Connect app, it just keeps crashing. I'm current on 1GB, any suggestions would be most appreciated. Jonathan21Views0likes1CommentPods Disconnected and Won’t Reconnect
I have 2x wifi pods that appeared to be working ok for a while but a few days ago showed as disconnected in the app. I tried rebooting them and my hub, but they would not reconnect. So I removed them in the app and tried to add them again - now they don’t appear to do anything. if you plug them in they light pluses slowly in white, then slightly quicker in green, then back to slow white, and they just go around in a loop. interestingly, when went back into the connect app after a half hour it said that the install had failed and to try again. The serial number of the pod it said to power up didnt match the serial number of either pod I have. Any ideas would be most welcome.318Views0likes8CommentsUnable to order WiFi pods
I feel like I am going around in circles to get Wi-Fi pods. The app won't give me the option to order one, despite the scans showing low speeds in multiple zones and totally unable to connect to wi-fi in some rooms. It's impossible to get through to anyone on the phone. I am desperately searching for someone for Virgin Media to assist me with this as I've only been a customer for a fortnight and everything seems such a struggle to complete. I've tried the Customer Service numbers from this forum but end up going around in loops.2.2KViews3likes18Comments