Just got off the phone with a wonderful tech support lady who kindly hung up the phone instead of transferring me to the customer retention team...
I really cannot believe how Virgin are getting away with selling people hardware that they know does not function as intended - where is the firmware fix for the Superhub 3? I am experiencing huge jitter values (around 150ms) constantly, and online gaming is impossible (a tad ironic that I opted for the 'gamer' focussed package). It has been acknowledged by everyone that the problem exists - I see there is a class action lawsuit underway in the US - so why hasn't there been a fix yet? In theory, it was in October 2016 that 'beta firmware' was released that resolves the issue - where is this firmware?? Clearly it does not need to pass any quality assurance tests because the Superhub 3 fiasco tells us clearly that such administrative quality assurance procedures simply do not exist at Virgin.
Virgin will very soon lose another customer if this is not solved - I can only begin to imagine how many have already gone elsewhere - what good is 300mbts download when latency is so terrible? From my point of view (law student) anybody with a contract with Virgin is well within their rights to terminate that contract - simply, Virgin is not living up to their side of the bargain, and what's more they know all about it yet continue to take people's money!
https://www.thinkbroadband.com/broadband/monitoring/quality/share/650bbfe0a6dccc60391a76b5b2747a540a33ce6a-26-09-2017
If there is no fix for this issue by the time my next bill comes I shall simply not pay it and will go elsewhere - and a letter before action will follow that to reclaim some of the money I have already wasted on this junk. It's really too bad that the class action system isn't in place in the UK like it is in the US.