Super ' mega-blooper' Hub

[biggiev]

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Systematic wrote:

Well technically it isn't the problem.

The actual problem is the compatibility between the Superhub and the UBR equipment (Motorola). The Motorola cards need to be updated to a new standard in order for the SH's to function correctly.

Most of us with the SH can only blame it on the device as we do not know the hidden details behind the VM network backbone. As customers you are right to pin point and blame the cause of your problems down to the device but the problem is really made up of two-parts, the more important one being the network cards at the local exchange.

The only thing you can do as a customer is to replace your Superhub with a VMNG300 modem and enjoy exceedingly great speeds or pester the bone idle gits to update the UBR. I went for the former and couldn't be more happier.

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I dont have the option to just use a modem. As i have several items on the network. Is it possible to get the same results with a hald decent router linked to the modem? Many thanks.

[terric]

Exactly my experience so far... the problem is with the physical hub, the firmware or both... this is NOT a config issue, websites are NOT lying to us, VM's network is NOT working, VM's staff do NOT know how to fix this problem, VM's firmware authors do NOT know what they're doing and I'm NOT getting a reliable service.

Basically, if this isn't fixed soon I'm NOT continuing this contract.  What concerns me the most is that this thread was started in February... now 6 months later we're still in the same position!!!  Pathetic.

Hope I made my point well enough.

[kestrel2]

so much for always on? these hubs should be recalled and binned my one lasted 2 weeks b4  it was replaced and the new one is no better more like a glorified ornament cmon VM wake up and do us all a favour provide wat you promise that would be something

[Lilsdon]

Hi, I too have drop outs on the new super "Blooper drop out" hub, just started 4/5 days ago, it was performing well and now every 30 odd minutes it drops, i play online (Eve Online) and i cant do nothing on there as i fear the connection will drop.

To date i have been following the techies advice, here on the forums, i have un checked the ip flood and firewall etc, i thought it was my desktop pc which is wired directly to the hub, so i switched on my laptop and went wireless, this too drops, as does the other 2 wireless computers and 2 iPhones.

I called VM and they said they would send an engineer round to check, 2 days later he came, checked the hub and went to the exchange unit down the road, he said all done, as he drove off i re checked and you guessed it, the same.

I called VM again, i got through to a rather rude "customer service agent" i told her whats happened, she started saying its my drivers, i explained i just changed from windows XP to Windows 7 Ultimate and i did every windows download i can do and nothing more, she spoke over me as i was trying to say its just started 4/5 days ago, she was very rude and i felt like saying **bleep** off and listen to me you arrogant **bleep**, i left the convo and re-checked all my drivers, windows came up saying EVERYTHING IS UP TO DATE, today i went on eve online and got kicked off, so i rang again to india, the lady there said she will send an engineer round this Monday with a new Hub, I will let you all know if it works ( i doubt it as its the same one)

My question is, and im trying so hard to keep cool here and not let go,  as a consumer, can i go back to 10 meg that was reliable and get out of the 12 month contract as Virgin Media has not supplied as stated in there contract as a, {Cough}, reliable network lol.

A total joke and pathetic,lame excuses and im paying for this **bleep**!!  making Mr R B even richer, and yes i have been a NTL user since they came round and dug the **bleep** roads up...A very long time user.

So VM pull your fingers out, sort us all out and refund the monies we paid for this total lack of support and waste of time hub and CALL ME so i can get out of this poxy contract and go back to normality, i pay you lot a lot of money each month for the whole package, so lets hear your side, i cant wait to hear ther next excuse ROFL

Steve M - Essex-  A very unhappy user

[EDIT: removed inappropriate language]

[Lilsdon]

Update:- Had 2 engineers round since Friday, the 1st came played around, went to the cabinet across the road came back and siad all done, 1 hour later i had no net what so ever, called VM and they said i need a new Super Hub, Monday came (yesterday) engineer came twiddled my computer and hub, went to the cable box across road and said theres a fault in there, he did something (something to do with up stram?) and re set to a lower value, worked ok then an hour later i had no net, another hour passes and i call VM again, she said she will get him to come back as someone else has a Super hub thats not working, weired that these things just dont work anywhere? 7 hours later no net still engineer came back and said theres a fault in the cabinet, so i rang VM said i want out of contract and she said (surprisingly) NO, i said i have rights and VM isnt giving me a service im paying for, she said wait until the box is fixed.

Today net is down still, then on and then off, been off for around 2 hours and nowe on, great service...not, so i went on VM site checked the broadband and hey presto it said "Good Service" lol....

So i rang india, hate these outside call centres, he said the repair must have been done even though VM said 1st September, they can repair before, so lets see if it holds up...Still no one from VM called, i still dont want this unreliable contract so when your ready VM call so i can go back to my old 10 meg service that was at least reliable...i await you call

Steve M ( Essex )

[manncubdad]

Add me to the list.

My 20MB was fine, great speed and coverage all around the house.
Wish I'd seen the complaints on the forums before going for the upgrade.

My 20MB setup was the supplied cable modem and a 'N' wireless router that I bought from VM.

That router is now redundant.

PLEASE VM can you supply me with a 50MB modem to use with the router that I bought from you!?

If and when the problems with the Superhub get sorted I will happily go back to the Superhub.

[Mikewigan]

Well said!!!!!

[gruttyman]

Just adding my name to the thread as another disgusted, only 2 week, Virgin customer.

The SuperHub is a piece of junk, come on Virgin do the decent thing and issue a product recall, this thing is obviously not fit for purpose.

I work for a software company who can identify and fix most software problems inside of two days, on a much more complex platform than a simple wireless router. Admit that you just can't fix this because the hardware sucks and move on. Surely you must see the depth of feeling on these forums? Personal experience and word of mouth will ensure that this issue will cost you dearly in follow up business and probably lost existing customers!!

[treble]

add me to the list as well is a pile of junk 

[RobMorris]

feel free to add my name to the every growing list of people that are pee'd off with this "service".

Like a poster a few up from me i wish id done more research and found this page before upgrading.

We now have wires running all over the house as the wireless is so bad - the playstation is plugged in with ethernet cable as it is right next to the router, and it struggles to get to 10mb.

Desperately hope they sort these issues out with R30, or at least offer a seperate cable modem like they did for the 10mb service for those people that have a seperate N router.

Word of mouth is surely going to affect virgins rep - i've already told countless people i know to not even think about the 50mb service and just wait until bt infinity is installed as VM is turning out to be a pile of rubbish.