Menu
Reply
  • 5
  • 0
  • 0
michaeldixonuk
Tuning in
555 Views
Message 1 of 14
Flag for a moderator

Superhub 3 - Social Media Follow-up

Hi there,

I know there are a lot of Superhub 3 posts on here so I'm only expecting a Virgin Media team member to respond.

So I have been told to come to these forums to find out the next step in resolving the Superhub 3 latency issues. This has now been confirmed by both an Engineer and the social media team to be my problem.

To be upfront about this post, I am becoming ever-increasingly frustrated at the whole scenario and that may be evident with the post going forward. I understand you (the team member responding) aren't at fault but I would like a resolution that sees both parties happy (primarily myself, the customer).

To also give some background, I have been trying to get a resolution for over 4 months now, and it took 3 months just to get a complaint number (COM102086300) as my first 2 complaints were not raised as complaints even though I expressly said I wanted to raise a complaint. To also make obvious, the Superhub 3 was said to be an upgrade and yet we've had 3 Superhub 3s (one is unopened, not been told what to do with it) and none of these issues were on Superhub 2ac.

Anyway, the social media team have been the only part of Virgin Media that have actually been helpful in this process and went away and finally started progressing this along.

The resolution has been:

  • One month free bill to cover the cost of a new router
  • Raise a post on these forums

This is me raising a post on the forum.

But what concerns me is the first point. I would like feedback on a router that can resolve my problems.

Now a lot of posts on here say there is no router that would resolve this problem. Ok, fine. But lets try. What is a suitable router to try this out with that is comparative to the Superhub 3?

I was suggested a £35 router (within my one month bill budget) by the social media team to test if this resolves the problem. Straight away I know this is not comparative to the Superhub 3 and it has speeds over ethernet of 100mb (a bit of a waste of 200mb speed, right?). So I need an alternative and comparative router that doesn't make it look like I'm taking the mick with the cost and resolves some of my issue.

I found an excellent website that goes in to the details of each router, you can even see Superhub 3 on there!

https://wikidevi.com/wiki/Virgin_Media_Super_Hub_3

Now a comparative and the cheapest router I found was the below:

https://wikidevi.com/wiki/Linksys_EA9500_v2

Check out the flash and RAM on the right. The same? Great. Now this is out of the one month bill budget.

So what is the next step to resolving my issue?

  1. Get provided with the credit to cover the cost of the Linksys EA9500?
  2. Go back to Superhub 2ac?
  3. Go to a Superhub 4?
  4. Credit for each month this issue continues?
  5. Another option?

In all honesty, I really don't want to keep getting credit and I don't want to keep talking to you (I'm sure you're all lovely people), I'm just looking for a resolution where anything live on the internet is done correctly.

I understand that coming back from the Xmas period can cause a bigger influx of posts to respond to, but a response by 31st January 2018 would be greatly appreciated. Preferably with a resolution or a next step.

Thanks!

Michael

0 Kudos
Reply
  • 160
  • 1
  • 15
fizzyade
Dialled in
541 Views
Message 2 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

Save your money, a new router won’t help with your latency issues, the problem still exists in modem mode.

Superhub 2ac if you can get through to the right person on the phone, normal tech support won’t be able to do it and even if they say they have you’ll end up with a Superhub 3, you need to speak to the mythical broadband specialist to get any hope of receiving a used 2ac.
  • 10.36K
  • 755
  • 2.1K
Superuser
Superuser
537 Views
Message 3 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

someone from VM might reply in a week or so - what you will get from such a reply is not much - the hub3 latency problem is well documented but you will get little to no comment from VM

looking at you options

  1. Get provided with the credit to cover the cost of the Linksys EA9500? - not going to happen - add to that the latency problem is still there in modem mode
  2. Go back to Superhub 2ac? - if you have one provided on your account you can get it re activated as long as you are not on 300 - other than that no chance or very littte
  3. Go to a Superhub 4? - does not exist
  4. Credit for each month this issue continues? - its not sees as a fault so credit will not be applied or not normally
  5. Another option? - leave and got to BT or whoever

if you are out of contract option 5 is open to you - if not the problem is not seen as a fault so you would have early termination fees 

____________________

Tony
  • 5
  • 0
  • 0
michaeldixonuk
Tuning in
489 Views
Message 4 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

Hi both,

Thanks for the feedback.

I had previously requested a Superhub 2ac, and has been said all over the forums, I got a Superhub 3 delivered. I still have it, and I keep saying I have an unopened Superhub 3 but no one seems to want to reply with what I should do with it.

 

  1. Get provided with the credit to cover the cost of the Linksys EA9500? - not going to happen - add to that the latency problem is still there in modem mode
    I've read that before. "Modem mode will solve the problem"...but it doesn't. Social Media team said I should a router and if it doesn't work, raise it on the Forums as the Forum team will be able to help with the next step.
  2. Go back to Superhub 2ac? - if you have one provided on your account you can get it re activated as long as you are not on 300 - other than that no chance or very littte
    Funny enough, I have a Superhub 1 I didn't know we had. Maybe I should downgrade to 100mb and get that reinstated or perhaps get the external router as it has a gigabit ethernet.
  3. Go to a Superhub 4? - does not exist
    Yet. I hope yet. I'm sure everyone else does too.
  4. Credit for each month this issue continues? - its not sees as a fault so credit will not be applied or not normally
    I have credit at the moment, which is admitting it is an issue. If nothing can be resolved, they can't provide a good service.
  5. Another option? - leave and got to BT or whoever
    I'd *prefer* not to, but it is becoming more and more like the only option I will have available.

I'm sure we all just want to get over this hump and move on with our lives, but it just keeps going on and on.

 

0 Kudos
Reply
  • 21.28K
  • 596
  • 3.42K
Sephiroth
Alessandro Volta
482 Views
Message 5 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

What real life effect are you suffering because of the chip’s latency issue?

If you are expecting the VM bods on the forum to resolve the matter, they can’t. They can check your circuit, report on fault tracking and provide technical advice. They cannot divulge anything that is not already in the public domain unless specifically authorised.

The device you received to come to the forum was a hand-off; a palm-off. But it’s as well you did because it brings the issue into further light. VM are a disgraceful company in the sense of their fastidious silence over the Hub 3 issue. But their shamelessness is their speciality in matters of this sort.

If they do a Hub 3a or whatever, they’ll face legal action from tens of thousands of customers with a Hub 3 unless the class action which is crawling through the US courts praises adequate compensation out of Intel.

When VM finally move to DOCSIS 3.1, there will be a new modem. They’ve said as much and that it won’t have an Intel Puma chip (iirc).

So do tell us what your real life issue is and good luck. The VM bods will eventually reply.

Seph - ( DEFROCKED - My advice is at your risk)

  • 5
  • 0
  • 0
michaeldixonuk
Tuning in
477 Views
Message 6 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

Hi there,

I 100% agree it is probably a palm-off, but I'm happy enough to wait. There's now no need to do any circuit checking or fault tracking. I have confirmation of what the fault it. It is now up to the Forum team to handle the issue.

Be it a resolution by crediting each month until it is resolved or another, the burden (maybe slightly too strong of a word) is on them.

I'm sure the real life issue is the same as everyone elses. I'm not special in that regard. The core problem is the fact nothing can be done live without experiencing continuous issues, and that is down to the Intel Puma issue.

One scenario I have been toying with is moving over to business VM through a partner, but can't really find any that are good value/worth the time.

Thanks for the response though!

0 Kudos
Reply
  • 21.28K
  • 596
  • 3.42K
Sephiroth
Alessandro Volta
472 Views
Message 7 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

Business VM uses a modem with the same chip as the Hub 3. So don't bother.

You say your problem is the same as everybody else's. The only problem that matters is a deadly effect on gaming. Many people have no such effect. balanced by those that do.

So, out of interest, what is the real life issue that the Hub 3 is causing in your case?

Seph - ( DEFROCKED - My advice is at your risk)

0 Kudos
Reply
  • 751
  • 97
  • 327
Andruser
Rising star
459 Views
Message 8 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

"I'm sure the real life issue is the same as everyone elses. I'm not special in that regard. The core problem is the fact nothing can be done live without experiencing continuous issues, and that is down to the Intel Puma issue."

Whilst everybody with a Hub 3 has the Puma 6 issue, it is worth noting that it does appear to affect some more than others, and that probably the majority of customers don't notice any problem.  VM have I think just under 6m UK customers, assuming a third of those have a Hub 3, that's say 1.8m Hub 3s issued, yet the mongo Hub 3 thread has only had a total of about 33k views.  Admittedly not that many people participate in the VM forums, but there's still the appearance that the Hub 3 flaws are a problem for a noisy minority (ourselves included).

Even when the Hub 4 comes along, that will be a DOCSIS 3.1 device, and will therefore be flogged with faster than 350 Mbps packages at premium costs (and on a phased UK rollout as the network is slowly upgraded to 3.1).  Since the chips for DOCSIS 3.1 are notably pricier than 3.0, anybody who thinks they'll be able to get a Hub 4 when launched just by asking is whistling in the wind.  IMHO VM won't be dishing out the next hub very readily until perhaps 2021.  

All of which mean that our hopes are as follows:

1) Waiting for the fabled firmware fix (that can't fix all of the faults),

2) Waiting circa eighteen months and paying for the premium packages that can only be delivered by DOCSIS 3.1 (£80 a month?),

3) Waiting for three years until they start handing out the Hub 4 on request/at low cost.

4) Taking our business to a different ISP.

  • 5
  • 0
  • 0
michaeldixonuk
Tuning in
457 Views
Message 9 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up

Sephiroth:

I'm hoping partners could potentially have a better router supplied, so hoping it wouldn't be the same as the Hitron router VM Business currently has available.

It's partly gaming, but there's problems with live streaming/TV/films, video chat and even issues with VPN. Basically, it affects a lot of what happens in this household.

Andruser:

I agree, some friends and family don't see much of an issue, mainly as they're not doing anything live. However, a regular gamer says they don't notice any on there's. I'm sure I've read somewhere it could also be due to the bandwidth in the area, so if there are more people in the area it doesn't help.

If only 33% of customers have Superhub 3 and each day more Superhub 3s go out, why can't those Superhub 2ac coming back go out to those that are complaining?

I never thought of that about Superhub 4. Business/those willing to pay the cost will get it first, perhaps the release of Superhub 3ac or 3.5-like router being released.

Sounds like the solutions lead to leaving VM, but I will wait for the Forum team solutions.

Thanks for your help.

0 Kudos
Reply
  • 21.28K
  • 596
  • 3.42K
Sephiroth
Alessandro Volta
449 Views
Message 10 of 14
Flag for a moderator

Re: Superhub 3 - Social Media Follow-up


michaeldixonuk wrote:

Sephiroth:

I'm hoping partners could potentially have a better router supplied, so hoping it wouldn't be the same as the Hitron router VM Business currently has available. [SEPH]: I don't understand what you've said here.  Partners? 

It's partly gaming, but there's problems with live streaming/TV/films, video chat and even issues with VPN. Basically, it affects a lot of what happens in this household.  [SEPH]: Streaming shouldn't be affected by the Puma chip issue.  Certainly isn't with my Hub 3; nor with VPN.  You say "problems" but is there more detail?  Would it be worth seeing if there might be a line impairment?

Andruser:

I agree, some friends and family don't see much of an issue, mainly as they're not doing anything live. However, a regular gamer says they don't notice any on there's. I'm sure I've read somewhere it could also be due to the bandwidth in the area, so if there are more people in the area it doesn't help.

If only 33% of customers have Superhub 3 and each day more Superhub 3s go out, why can't those Superhub 2ac coming back go out to those that are complaining?

I never thought of that about Superhub 4. Business/those willing to pay the cost will get it first, perhaps the release of Superhub 3ac or 3.5-like router being released.

Sounds like the solutions lead to leaving VM, but I will wait for the Forum team solutions.

Thanks for your help.


 

Seph - ( DEFROCKED - My advice is at your risk)

0 Kudos
Reply