Replacement of old SuperHub v1

[joecgera]

Hi. I've just re-negotiated my ageing parent's broadband contract for another 18 months, but have noticed that the WiFi is regularly dropping out for several minutes at a time, multiple times a day. It improves after a Hub power cycle but the intermittent fault will return after a few days.

I've also noticed that whenever I run a speed test (different days, different times of day, from different devices in different parts of the house etc.), it never gets more than ~50Mbps download and they're paying for the 150 service.

I inspected the Hub and it's a very old VMDG480 which I believe is a gen 1 Hub. Can this be replaced for free given it's age and faulty behaviour? I'm concerned that it's about to kick the bucket and also isn't able to give the performance that is being paid for.

I've just attempted to ring the tech support helpline but there was no option to speak to a human and it just ran some generic line tests without asking me what the problem was.

Thanks,

Joe

[legacy1]

The VMDG480 is only good for modem mode but I can see you would not need more then simple internet so VM should replace it you could maybe try unplugging the hub then try the helpline but don't turn the hub on which should give you the option for a new hub   

[jbrennand]

Its a doorstop at best.  VM will want this off their network asap - see what they say on here soon but at least you should get a Hub3/4

[Kath_P]

Hi joecgera, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your parents have been having an issue with their connection and still using an old VM hub. We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi joecgera, 

Thanks for coming back to me via private message to confirm your information. 🤩

I have booked you in for the next available appointment and sent you details of this via private message. Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the appointment goes. 😊

Take care.

[Cardiffman282]

There is also a £29 credit if there is a VM no show but sadly the template response hasn't found room for this https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...