First wifi pod has not given my house full coverage (Gig1 package)
I have just moved into a new house which has struggled for connection throughout the house. We had a wifi pod delivered which has partially improved the issue but there are still areas of the house with little to no connection. I did the wifi speed tests on the Connect App but don't have the option to order additional pods. I read we need to have had the first pod for a certain amount of time for this option? Considering there are still areas of the house with zero connection I think this matter is fairly urgent but I can't seem to find any urgent remedies. I was told that this package (Gig1) means I am eligible for more pods so I don't know why their is no option to order them. Very disappointed with the VM experience so far, starting to wish I considered BT.Ordering WIFI Pods NIGHTMARE!
Why oh why is it so hard to do anything with Virgin Media?! Their processes are so I efficient and time consumming for customers and staff. We live in an old house. The walls are thick so the WiFi is not so great. We have always bought TP Link boosters to improve this, but they have a lifespan. We work from home and have 2 teenage children. The wifi takes a hammering, so we have 3 boosters. 1 has stopped working and the others aren't reliable. We've been with Virgin for years so thought we'd order their wifi boosters. 😲 OMG. I spent over an hour trying to login to our online account and install Virgin Connect. I spent nearly 2 hours trying to run the Home Scan necessary to prove we have black spots. I had to do this in the evening when everyone had finished working, so I could turn the boosters off. Despite the lack of activity, we had 3 blackspots. I spent nearly an hour trying to work out how to order the pods as Virgin Connect only 'advised'. I gave up trying to do it online as I kept being charged for a new package and could only order 1 (we need 3). I rang. When I eventually got through to a human, they tried to sell me upgrades and then charge me £8pcm per pod. I said 'No'. It's cheaper to buy new TP Link Boosters. After being put on hold numerous times, I was eventually offered a 'new package' (the same as our current one), but with free pods....on a new contract. They read the contract in verbatim. Let's be honest, no one listens. Then texted me a link to it. I was told they'd send me 3 pods and was put through to another department who'd 'post' them.... They insisted on trying to run a home scan. I said sorry, no can do. We're working and can't switch the boosters off. I explained I'd run the home test and would happily share the results. This went on for sometime before they agreed to make an exception, but they'd have to raise a complaint then close it. OK?? Finally, they confirmed that the pod (singular) would be with us in 2 days. They can only send one at a time. To order other's I have to go through all the above, all over again x 2 (leaving 7 days between each request)! That was another 1hr, for 1 pod and an additional £5pcm (not free as promised). So frustrating. It would have been quicker and easier to go to Asda and buy boosters, and that is saying something. They better bloody work! If anyone knows a quicker and less painful way, please let us all know!Networking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.WiFi pods not connecting to replacement router
Hello, I had my hub 4 replaced yesterday with a hub 5 due to issues with the Ethernet. Now my hub 5 is installed my 2 WiFi pods are not connecting despite the engineer telling me it will only take 15 mins. Customer services have said to move the pods closer to the router (no success). Turn the router and pods off and try with just one pod first (again no luck) please help 🙏🏻WiFi pod won’t connect to router
Hi, I recently moved home to an xgs pon area, which means I’ve had to change route from old hub 5 which had coax connection from the omni box outside to 5x router which takes the optical fibre connection from the omni box. i had a WiFi booster pod the black one with my previous router, I can’t seem to get it to connect to my new router it constantly flashes white as if it’s trying to connect but can’t. does anyone know if there’s a work around this or will the pod be assigned to my old router only? thanks :)
Pods not connecting to new hub
Hi, I was recently upgraded from a Hub 3 to a Hub 5. I have 2 Wifi Pods that will now not connect to the new hub. I have spoken to someone on the phone with virgin that was unable to solve the problem - they said they would arrange a call back but its been a while now and I've heard nothing. Does anyone know how to solve this issue? Thanks