Need to order another pod

[Neilk84]

I need to order a second black wifi pod, done all the usual procedure of speedtest through the connect app. Puts me through to a dead end web page, only to try get to speak to someone on webchat.. can never gdt through to anyone before closing time.... going round in circles. Can someone please help?

[Kath_P]

Hi Neilk84, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that with the pod, the connection still isn't as it should be. A second/third pod can only be ordered after diagnostics have been completed and we determine that a Pod is the correct fix for the connection issue. 

I've run most of the checks at this end but to complete them, I need you to complete some checks at your end now. 

To run these, you will need to log in to the Connect App. Once the App is open select the Broadband option from the bottom menu. This will display the My Devices page. Tap the WiFi symbol in the center of the screen to change to the My Network screen. This screen will show you how many devices are connected to the Hub/each Pod. Tap on a Pod for more information and then tap Connection from this list. 

If fair is showing, this indicates that the Pod may not be in the optimum place for performance. It is advised that you choose another location in the home, allow 2-3 minutes for the Pod to reconnect (wait for the light on the Pod to stop flashing) and then re-open the app and try again. 

The app can be refreshed from the My Network or My Devices page by dragging downwards from the center of the screen. Tap Let's improve it to progress to the Refresh WiFi screen. (Note: Refreshing the WiFi can take up to 15 minutes.) Placement Tips can be used to help you decide where to try placing the Pod within your home. 

Once all this has been done, you'll be able to run a scan and speed test in each room. If there is a black spot or you're getting a speed of less than 30mb via WiFi, it should advise whether a 2nd/3rd pod will help. If so, please screenshot this and post here and we'll be able to order the next pod for you. 

Many thanks, 

[Neilk84]

Hi

Thanks for the reply.

Ive follwed these steps. The app says the connection to the wifi pod is great. This is the reading im getting in my office. I have a ring security camera on the outside of the house near this location also, and this is suffering with very poor signal.

 

[Martin_N]

To confirm, do you have a WiFi pod in that room?

^Martin

[Neilk84]

No, but i have one on the same floor as this

[Ilyas_Y]

Thanks for the reply @Neilk84 👋🏼

I can order this for you.
I will send a private message for further support.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @Neilk84 Thanks for speaking with us today. 👋🏽

I'm glad I have been able to assist and get the 2nd WiFi pod ordered out!
As advised, let us know how it goes when it arrives.

Reach out to us for any other queries and we'll support where we can.

Kind regards,
Ilyas.