Pod 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. Jonathan13Views0likes1CommentPods 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.274Views0likes8CommentsUnable 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.2.1KViews3likes18CommentsHow to get Hub5 and wifi pods
Hi, I just renewed contract with Gig 1 fiber , however i am facing issues with Wifi in parts of the house (1st floor and rear of the house). First I don't see a way to request a replacement of the Hub 4 for a Hub5 (never understood why i had a Hub4 in first place) and second the VM app is dumb and says i don't have a Hub or can't recognize it so no way to order pods. Calling the 0345 number just get me going circles until it disconnects. Anyone could help me?178Views0likes2CommentsThe 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???Solved42KViews5likes65CommentsNeed to order WiFi Pod but frustrated by Virgin Media's lack of Customer Service
I need to order a third WiFi Pod as I still have a WiFi blackspot in my home after installing a couple already, but I have been frustrated by Virgin Media's pathetic attempts at what they describe as customer support. The nonsense starts when the Virgin Media website informs me that they cannot check for any known issues in my area because "there is an issue at our end" with no further explanation. So I use the chat feature on the Virgin Media website and the Virtual Assistant bot finally tells me after a series of time-wasting questions that I will be contacted on WhatsApp. I wait but no message is received on WhatsApp, so that doesn't work and is a pointless waste of time. I have attempted half a dozen times over the course of a couple of days, the same result each time. The Virtual Assistant instructs me that to continue the conversation I should send a WhatsApp message to 07305 327 112, which I do but there is no reply. Again, this has been the case over the course of two (2) days. So I have wasted a lot of time and am still unable to speak to anybody at Virgin Media other than a clumsy interaction with a poorly implemented bot, and the experience has been beset by errors and functionality not working. I was instructed by the Virtual Assistant bot to sign into my Virgin Media online account and to go to My Package and follow the instructions under Wifi Max to order a WiFi Pod, so I tried this. When I log onto my Virgin Media account the first thing I notice is a message informing me, "We can't connect to the broadband kit in your home" with no further explanation. Ignoring that I go to My Package and then a WiFi Max heading is available indicating that I already have 2 pods. The only option to perform an action at this point is to click on the Learn More button and when I do this I am taken to a blank, empty page with a heading that reads "My Package", another dead end. Despite multiple attempts to resolve what should be a straightforward matter, I find myself stuck in an endless cycle of incompetence, broken systems and wasted time. The process has been nothing short of infuriating involving multiple exercises in futility, a digital charade. It is difficult to overstate how appallingly poor this customer support experience has been. Every touchpoint, from the website to the Virtual Assistant and WhatsApp service, has failed catastrophically. The absence of functionality, errors and circular redirections create the impression of a system designed to prevent, rather than facilitate, customer interaction. However, it is clear that Virgin Media would be unable to implement such a plan, as nothing seems to work properly and the software is not fit for purpose. In 2024, such failures in the age of advanced digital communication are unacceptable. The combination of broken processes and abysmal customer support has left me entirely disillusioned. It is shocking that a company of the size of Virgin Media has such glaring deficiencies in its ability to assist paying customers. I am at a total loss as to what to do next and loathe to waste any more time on this.Solved3.8KViews0likes5Comments1Gig Service Request Pod
Morning all, I'm currently on the 1gig service and would like to request a Pod for upstairs. I've tried using the VM Connect app on two devices and on both it simply states it cant find my hub. Its done this for the last few weeks. How do I request a Pod without being able to use the app? All help much appreciated351Views0likes4CommentsUnable to find option to order 2nd pod
I have Volt 250 with the Max guarantee. After a lot of effort I managed to order my first pod via the webchat due to my WiFi coverage being well below 30mbps in most rooms in my house. This has improved the coverage, but there are still rooms getting less than 20mbps. According to the FAQs I've read I need to find the WiFi Max tab on my account and follow the instructions there to order a 2nd pod. But I can't find that tab anywhere, can anybody help direct me, or else give me another way to order the 2nd pod.608Views0likes6Comments3 pod con
I re-signed with Virginmedia SPECIFICALLY and ONLY because a Volt deal offered THREE free pods which I KNOW I need for my deadspot ridden house. No mention was made at the time by the VM sales rep - even though I specifically said I need 3 pods - that they are issued one at a time, and only after torturous proof that my connection is very regularly slow (<30mbps) in many parts of the house. So now I find that yes, they do really insist on sending one pod at a time. Such terrible customer service. I've only been a customer for 20 years and still they had to lie