Has anyone contacted VM about this in regards to getting a discount per month until it's fixed? Because quite frankly we can't use our connections for real time services properly until it's fixed, so we are not getting the service we are paying for and I'm surprised VM QC passed the Hub 3 considering the issue has been going on with these modems for quite some time.
Robbie, virgin have not yet acknowledged the problem in any way yet, so a fix is probably a long way off. I think it's disgusting service to their customers to just ignore the problem. So many people using hub3 are posting about bad gaming experience and poor latency and pings yet virgin are asking them to do pointless things to try and supposedly fix the issue which will of course not work so just wasting everyone's time. The problem was widely reported in the media and on here over a week ago but no response from VM. If anything virgin should be putting pressure on arris and intel to get a new firmware tested and released whilst updating customers as to progress.
Agreed! I got off the phone to tech support earlier this evening and the guy genuinely didn't have an idea as to what I was talking about when mentioning latency issues with the SH3. He said my area code was undergoing upgrade works (which I assume is to cure the over-utilisation during peak hours) and that this would solve my problem, to which I responded that this would not.
I requested to be dropped back onto the 200Mb service with SH2 and he said this was not something he can do. I asked about compensation for the time that the issue remains unresolved, to which he said he would send billing a note to apply a 50% discount to my monthly bill and agreed that this should be active until the issue is resolved.
I suppose having the service for half the price is a decent deal, but the latency spikes will remain of course, and that is annoying.
That unfortunately is a classic example of what customers usually face when they call into tech support. Tech support staff have absolutely no idea of what you're talking about. Hopefully they didn't blame your equipment or run you thru the normal routine of rebooting the modem, switching modes from router to modem mode, etc, etc, all of which have no effect on this. The forum members are usually way ahead of tech support or the forum staff on this one. And so, it becomes s a challenge to get thru to the engineering staff who can really understand what this is all about. If you look around other ISP forums you will see the same thing, over and over. So, if anyone has any contacts with the engineering staff, make use of them to the best of your abilities.