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Intelligent WiFi Pods FAQs & Troubleshooting

 

Our Intelligent WiFi technology adapts and learns to help deliver WiFi, all around your home. Thanks to new technology in our Hubs and WiFi Pods, you can now create a smart WiFi network that’s always learning and improving.

 

FAQs

Intelligent WiFi Plus

This is our new service which includes all of the benefits of Intelligent WiFi, as well as up to three of our all-new Intelligent WiFi Pods that will improve your in-home WiFi coverage and help to eliminate blackspots.

Our Intelligent WiFi technology adapts and learns to help deliver WiFi, all around your home. Thanks to new technology in our Hubs and WiFi Pods, you can now create a mesh WiFi network that’s always improving.

 

 

The WiFi Pods are clever little devices that plug into any normal three-pin socket in your house. They’ll team up with your Virgin Media Hub to supercharge your WiFi coverage – eliminating blackspots and giving you WiFi, all around your home.

Intelligent WiFi Pod setup

How Intelligent WiFi Pods work

Intelligent WiFi Pods work together with our Virgin Media Hub 3 and 4 to create a mesh WiFi bubble that covers your entire home. Our clever technology learns how you use WiFi (where you use it, what devices you connect and the time you use them), and constantly updates itself to create the best conditions for the network your household needs every day. Simply plug in the WiFi Pods to link them to your Virgin Media Hub.

Our old WiFi Boosters can help you tackle WiFi blackspots. They use your home’s electrical wiring to boost the WiFi signal in the room where you’ve plugged it in.

Our new Intelligent WiFi Pods connect to the Virgin Media Hub wirelessly, via the WiFi connection. They offer faster and more reliable coverage. They use cloud technology to learn how you use WiFi (where you use it, what devices you connect and the time of day you use them), and constantly update themselves to create the best conditions for your household.

Unfortunately, as the mesh WiFi network will be using one network name (SSID) you’ll be unable to tell which access point your device is connected to.

Basic setup and configuration

It’s super easy. All you need to do is pop it into a socket, follow the get-started steps [OJ1] to check it’s connecting to your Virgin Media Hub, and you’re good to go.

Choose somewhere roughly halfway between where you’re experiencing poor WiFi signal and your Virgin Media Hub (no more than one floor or two rooms apart from each other). If you’re using our Virgin Media Hub 3, you can use the Virgin Media Connect app to check for any blackspots and find the best place for the WiFi Pod.

The WiFi Pod connects via WiFi to your Virgin Media Hub, so it’s really important your Virgin Media Hub and the WiFi Pod are out in the open (not tucked behind the TV or furniture) and the WiFi Pod is plugged into a socket with a good amount of open space around it.

If you have a second or third WiFi Pod, repeat the process and place them halfway between your Virgin Media Hub/existing WiFi Pod and the area of poor WiFi signal. They’ll all work together as a mesh WiFi network to improve your coverage.

For more info on this, check out our get-started guide here

Most people find that one WiFi Pod working with their Virgin Media Hub 3 or 4 gives great WiFi coverage throughout a typical three-bed home. If you still have blackspots, have a larger property or unusual building layout, you might find you need a second, or even third, WiFi Pod.

Yes, you can. When you first get the WiFi Pod, you might need to try it in a few places to see where’s best for it to give you WiFi coverage throughout your home. Once you’ve found it, we’d recommend you leave it where it is so it can keep giving you great WiFi.

Just keep in mind that the Pod needs up to 24 hours to get settled in to its new home, so try not to move it before then. It’ll learn how you use WiFi (when and where you use it and what devices you connect), and constantly update itself to give you the best WiFi experience possible for you and your household.

Yes. Before running any speed tests please bear in mind the WiFi Pod will need some time to adjust to its new environment. Whenever moving the WiFi Pod to a new position, please allow 24 hours for the WiFi Pod to fully acclimatise.

No, you still need your Virgin Media Hub. If you have a Virgin Media Hub 3 or Virgin Media Hub 4, they’ll work in harmony with your additional WiFi Pod, giving you WiFi coverage, around your home.

No. The WiFi Pods will only work with your Virgin Media Hub. Make sure this is your primary router by enabling Router Mode. See ‘“How to check your WiFi Settings’” at the end of the troubleshooting section for more info.

If you’ve got any other WiFi boosters, you’ll need to disconnect them before you use the new WiFi Pods. This’ll make sure your devices can find and connect to the WiFi Pods, as well as reduce the WiFi traffic in your home.

If you’ve got Virgin Media WiFi Boosters, please remember to return them when you get your new WiFi Pods. We’ll send you the returns pack with your new Pods so it won’t cost you a penny.

If you’ve got any other mesh WiFi system, you’ll need to disconnect it before you use the new WiFi Pods.

To benefit from our WiFi service you’ll need either a Virgin Media Hub 3 or Virgin Media Hub 4. If you have a Super Hub, chat to us to swap your Super Hub for a Hub 3 or 4.

Generally, you could experience slightly faster speeds on your devices if you hardwire them to a WiFi Pod by Ethernet cable.

Connecting a device to a WiFi Pod by Ethernet will not negatively impact your WiFi performance.

You can also connect multiple WiFi Pods to each other via Ethernet, and the WiFi Pods will use this to talk to each other rather than WiFi.

You might need to turn the WiFi Pod that’s connected to your device on and off again for it to be recognised and added to your network.

Yes, you can plug the WiFi Pods into any powered plug socket. Just make sure they’re out in the open and not tucked behind anything.

No. Intelligent WiFi Pods and your Virgin Media Hub create their own WiFi bubble and won’t communicate with any third-party boosters or routers.

Other WiFi Pod FAQs

Some versions of our Intelligent WiFi Pods have two Ethernet ports, which means you can connect up to two devices.

You can take your kit with you to your new home. If you’re using our Virgin Media Hub 3, you’ll be able to use the Virgin Media Connect app to check for any blackspots – showing you where best to position the WiFi Pod in your new house.

Don’t worry. Sometimes the WiFi Pods can get a little warm, and the noise might be the sound of the in-built fan cooling them down.

This is perfectly normal. The WiFi Pods have an in-built fan to cool them down.

From Nest Cams to Amazon Echo, all WiFi- and Ethernet-capable devices should work fine with our WiFi Pods.

Our WiFi Pods are designed to help distribute the speed coming into your Hub, around your home. The speeds you’ll get from the WiFi Pods to your devices will vary. This will depend on a number of things such as:

- Your main broadband speed coming into the Hub

- Overall network traffic

- Type of network application

- The distance of your device from the WiFi Pod

- Signal strength (if anything blocking its path)

- The WiFi capabilities of the device (older devices don’t work as well as newer ones)

Yes, newer devices can handle faster speeds over WiFi than older ones. This means the older your device, the slower the speed you get. Very few devices can go over 500Mbps over WiFi. Background apps on your mobile and programmes on your computer can slow down the speed too. Here’s what to expect from the type of device you’re using:

 

Device type Age Maximum speed


  Computers

  Desktop and laptops

5+ years old 10 to 50 Mbps
3+ years old 50 to 150 Mbps
1+ years old 150 to 250 Mbps
New 250 to 700 Mbps

  Mobile devices

  Smartphones and tablets

5+ years old 10 to 25 Mbps
3+ years old 25 to 75 Mbps
1+ years old 75 to 200 Mbps
New 200 to 400 Mbps

  TV streaming devices

  Apple TV, Chromecast

3+ years old 25 to 75 Mbps
1+ years old 75 to 150 Mbps

  Gaming devices

  Xbox One, PlayStation

3+ years old 25 to 75 Mbps
1+ years old 75 to 150 Mbps

  Smart home devices

  Smart thermostats, video cameras

Most devices 5 to 50 Mbps

If you take the Intelligent WiFi Plus service, you’ll initially get one WiFi Pod. If you find that this doesn’t give you the amount of WiFi coverage you need to eliminate blackspots in your home, you may need an additional WiFi Pod. If you’ve got a WiFi Pod but still experience blackspots, please contact us, and we’ll sort it for you.

Ordering & Billing

If you’re interested in ordering WiFi Pods, all of the information you need can be found here.

Your bill will show ‘Intelligent WiFi Plus’ as a service, along with any charges you agreed to when you signed up.

If you’ve got a WiFi Pod but still experience blackspots, give us a call on 0345 454 1111 or 150 from a Virgin Media phone or mobile, and we’ll sort it for you.

No, WiFi Pods are owned by Virgin Media. If anything goes wrong, we’ll provide you with a replacement.

For customers on packages of M50 or above, the Intelligent WiFi Plus service will cost £5 a month, on top of your usual bill. If you’re an Ultimate Oomph or Gig1 customer, it’s included with your package

Troubleshooting

Common issues

WiFi Pod connection issues

o Check your Virgin Media Hub is on (the lights should help)

o Unplug it, plug it back in and follow the get-started steps

o   If it still doesn’t work, try our troubleshooting help section

The best way is to follow our simple guide to getting started – the WiFi Pod is designed to do most of the work automatically once it’s plugged in to a working plug socket.  

When you first plug a WiFi Pod into a socket, the light should turn solid for a moment. Then it’ll slowly pulse while it’s trying to connect to your Virgin Media Hub.

The slow pulsing should only last up to 10 minutes. Once connected, the light will turn off.

If the WiFi Pod’s light has quick, repeating double blinks, it’s in the process of improving your WiFi. This usually takes 2-3 minutes, depending on how many WiFi Pods are connected.

The above process can start again if there’s a change in your environment, like lots of interference, but will also happen overnight and immediately after the initial setup.

When you first plug the WiFi Pod into a socket, the light should flash for up to 10 minutes before switching off – this means it is connected. If there are no lights at all when you first plug it into a socket, your WiFi Pod might be faulty. If this happens, contact us and we'll help sort it.

If the lights pulse (go on and off) for longer than 10 minutes, there may be a problem with the WiFi Pod setup. If this happens, head to our troubleshooting guide for more help.

Performance issues

· Check the WiFi Pod is somewhere roughly halfway between where you’re experiencing poor WiFi signal and your Virgin Media Hub (no more than one floor or two rooms apart from each other)

· If you have a Virgin Media Hub 3, load up our Virgin Media Connect app to scan for blackspots and find the best spot for your new WiFi Pod

· If you’re still experiencing poor WiFi or have blackspots (areas with no WiFi connection at all), head to our troubleshooting guide for more help

It’s really important that you have the correct WiFi settings enabled to allow the WiFi Pod and Virgin Media Hub to work together. This includes making sure you don’t have split network names (SSIDs) and have channel optimisation switched on. If you feel like the WiFi Pod isn’t working properly, please read the “How to check your WiFi settings” troubleshooting steps.

If you’re still having trouble with the WiFi Pods, your WiFi settings might not be set up correctly. For optimum performance for the WiFi Pods:

1. You shouldn’t have split network names (SSIDs)

2. You should have channel optimisation switched on

3. Your Virgin Media Hub shouldn’t be in modem mode

Here’s how to make them happen:

To fix split network names (SSIDs) and switch on channel optimisation

1) Launch your browser and type 192.168.0.1 in to your URL search bar

2) Enter your settings password (find this on the label on your Virgin Media Hub under ‘Settings password’)

3) Click on ‘Advanced settings’ over on the left and then select the ‘Wireless’ tab from the expanded menu

4) Select ‘Security’ tab

5) Check the numbers in WiFi network name (SSID) for both 2.4GHz and 5GHz – they should be the same with no hidden spaces or different numbers

Wireless frequency 2.4GHz

 

- Make sure there’s a green tick against ‘Enable 2.4GHz’

- Make sure there’s a green tick on ‘Auto’ for the channel option

Wireless frequency 5GHz

 

- Make sure there’s a green tick against ‘Enable 5GHz’

- Make sure there’s a green tick on ‘Auto’ for the channel option

Smart WiFi

 

- Make sure there’s a green tick against ‘Enable Channel Optimisation’

Your Virgin Media Hub shouldn’t be in modem mode

1) Launch your browser and type 192.168.0.1 in to your URL search bar

2) Enter your settings password (find this on the label on your Virgin Media Hub under ‘Settings password’)

3) Select the ‘Modem mode’ tab

4) Make sure there’s a tick next to ‘Enable Router Mode’

Device issues

Sky Q uses its own hidden WiFi network to link between the main Sky Q box and Sky Q mini boxes.

This means our Intelligent WiFi Pods can’t help extend the Sky Q network or provide connectivity between the Sky Q box and the Sky Q mini boxes.

If you only have one main Sky Q box:

You can connect your Sky Q box to your Virgin Media Hub or any of your WiFi Pods using an Ethernet cable (this is better) or WiFi, and set up your Sky Q box as the ‘master hub’ of your Sky network.

If you’re still having problems with your main Sky Q box, please:

• Press the ‘Home’ button on your Sky remote control

• Scroll down to ‘Settings’ – but don’t press the enter/select button just yet

• Enter the sequence 001, then press the enter/select button

• Select the ‘Network’ menu and you’ll see the options to separately turn 2.4GHz and 5GHz wireless on or off

• Turn off 2.4GHz

• Reconnect to WiFi network

If you have Sky Q mini box(es):

You can only connect your Sky Q mini boxes using WPS, according to the Sky setup instructions. We don’t recommend connecting Sky Q mini boxes to any Virgin Media kit as they’re not designed to connect to each other.

If your Sky Q mini boxes can’t connect to your main Sky Q box or other mini boxes, please reach out to Sky.

  • To avoid interference issues, try to keep your Sonos speakers 3ft away from the WiFi Pod or other devices
  • Make sure your Sonos speakers have the latest firmware installed (check for any recent updates)
  • We recommend that you only connect one Sonos device (Sonos speaker, Sonos Connect or Sonos Boost) using the Ethernet connected to one of the WiFi Pods. The rest should connect using WiFi to your home network. This will help them to form their own network and avoid any issues
  • Ring doorbells have a known issue that causes them to disconnect intermittently, and they’ll sometimes never connect back to the network until you reset them manually
  • If this issue persists, please contact Ring Support to make sure you’ve got the latest firmware

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