Super ' mega-blooper' Hub [ Edited ]

[haroldallen]

Readers,

Thought is was worth posting a message that outlines the comments of the majority re the new 'Super Hub'

Life Before VM 'Super hub'

1) most of you upgraded from a seperate modem with seperate wifi router and/or lower bandwith connection

2) none of you had problems with your previous service before upgrading to the 50 meg service with the 'super hub'

3) none of you had any poor bandwith, poor ping values or very high packet losses pre the upgrade

4) most of you had  20 meg services before that were stable and running at nearly 20meg consistently

5) none of had issues with connections dropping for no reasons at all

6) none of you had any hardware changes bar the new 'super hub' with the upgrade

Life Since the VM 'Super Hub'

1) you now have the combined 'super hub'

2) you are all experiencing problems with your new service as of the day of the upgrade

3) you are all experiencing poor and substantially lower than pre-upgrade bandwidths, poor ping values, very high packet losses etc since upgrading

4) you are not able to match the 20meg downloads you had before

5) you are now experiencing frequent connection losses

6) you have not changed any hardware. The ONLY change has been the 'super hub'

VM responses so far

1) It's your equipment's fault

2) your anti virus is causing the problem

3) you shouldn't use 3rd party websites to test connections as since upgrading to the 50 meg service they are now lying to you

4) their (VM's) network is absolutely fine and are not showing any faults ( Pete_R from VM is frequently telling people this is his responses to posts)

5) you need to have a technician sent to your house to check your connection and they cannot find any problems with 'their' kit

6) you are getting very poor support from VM in this matter

7) the hub is so fast that your equipment can't deal with the info

What we, the paying customer's, know

1) the only new kit is the 'super hub'

2) if you untick IP FLood Detection things 'magically' change

3) we are not getting what we are paying for

Conclusion

1) the problem is with the hub. Not the network and not our equipment (Pete R from VM tells all of us regularly the network is fine with no faults)

2) VM has no idea what the problem is

SUPPORT REQUIRED

If you agree with the above can you pse add your support by posting a support note.

It is worthing asking all to respond etc as the more people respond the bigger the list gets and we can get a true reflection of how big the problem is.

EDIT: Edited to conform to the T&Cs

[xXJordanBXx44]

Exactly right the "Hubs" are the main problem Ive worked out a way to get the separarte equipment Rose_R told me I could ring VM to ask them to send me a separate modem and router by post. Poeple on here are right by saying they do not sell them by hand but they can order then through postal but YOU CANNOT get personal by hand when a tech comes up.

This is not a lie I got the info from Rose_R so try this..

[xXJordanBXx44]

We shouldn`t have to untick any settings in the "Hubs" menus only change Wireless settings and stuff but why they make it that way on default.. THATS IS ONE BIT I DO NOT GET THE PLOT ON..

[stjon]

Harold - your summary looks spot on. Perfectly good service, then we are asked if want to 'upgrade' at little or no extra cost. Hard to refuse, especially when a shiny new 'Super'hub comes for free! Then nothing but hassle, loads of calls to India, and NO resolution!! My wife understands even less than me about PC's ("What's a ping??") so heaven knows how your average customer goes on with all the instructions given by 'Customer Services'. She has to wait until I am home from work before phoning for assistance.

Wish we'd never bothered...

[brdevine]

I don't think I've ever had to deal with such a **bleep** piece of equipment.  Aside from the fact that the modem configuration pages get slower and slower to load over time, I have now just lost my wireless connection. I get about 5 ft from the router and my iphone picks it up but when I try to connect, it just says that I'm unable to join the network.

Basically, we are being provided with substandard equipment that I feel is being falsely advertised on the VM website.

[GoNz0]

i was really annoyed with some **bleep** in a call center thousands of miles away had the balls to tell me nothings wrong and proceeds to give me a number for some **bleep**py scam line ran by VM who will charge you to fix a problem that does not exist on my hardware.

then i come on here in the hope of talking to someone with a clue who takes 3 days per reply AFTER telling me nothing wrong when it is the new hub causing packet loss even after removing the firewall features.

[sorted]

can I ask if you are seeing these issues on wireless only ? As when I hardwire an ethernet cable between my PC and new superblub, I am getting 52mb no issue, on wireless its shocking speeds ping, latency and jitter.

[fatedsnowfox]

Just adding my voice to this.  I've not had a smooth upgrade from 20-30MB, even the installing engineer said that the superhub was misbehaving, but VM had blacklisted my old DOCSIS3 modem when the superhub was installed.

Tech support staff here are very quite all of a sudden about the installing engineer's instructions to ask for a new DOCSIS3 modem.

I /am/ going to make a nuisance of myself until I get the service stability I had before all this started.

[brynhyfryd]

What worries me most is the fact that VM are ignoring the issues with the superhub and continue to roll them out to the general public.

Most only realise about the superhubs faluts after they have had it installed. Why dont VM just use the 50mb modems. They are more than capable.

[sorted]

email xxxxx.xxxx virginmedia.co.uk (the Virgin media CEO), and cc xxxxxxxxxx

Had enough myself, and looking forward to seeing this message being deleted !

EDIT: Personal Information Removed - Please Review the Community Guidelines. Divuldging e-mail information as well as mentioning 3rd party sites that can be used for petitioning is not allowed.