Virgin Media STILL working on fix for SuperHub corrupt downloads glitch

I've had a similar poor experience. The wireless cuts out at least daily. Some days it requires rebooting several times.

Similar to Matt above

I've had very few problems with the worst coming from VM changing the whole interface and then today when it must have updated at night and completely reset to default losing my SSID, password, admin details and requiring me to set the whole thing up again.

Social Media

Are there any examples of twitter not leaving your company looking like a dick. Seems to be a waste of time for any business to be on twitter, it seems a general moaners "tool" all herding together..

No need to sear

When my SuperHub rebooted itself and once reset itself a week after being installed I calmly phoned Virgin, they sent an engineer round, he added an attenuator, and it hasn't misbehaved since. No need to resort to twitter.

Let down badly

"flaky wireless connection"

Understatement of the decade. Both my neighbours' BT Home Hubs come up with better signal strength and they are quite a distance away, the signals having to go through double skinned brick walls. My Superhub is inside and just 20m away and even then, my mobile phone resorts to 3G when it can't get a WiFi signal.

Whoever approved this bit of kit undermined the hundreds of millions Virgin have spent on their backbone network.

Does Richard Branson know and, more importantly, would he care? Perhaps we should bombard him with complaints via twitter as I think he is quite an enthusiastic user...

Works for me

Prior to R36 I had to reboot my Superhub once a week for all my 5 devices to work (some worked, some didn't when the problem occurred). Then R36 came along and it seems to have fixed all my issues.

silly hardware

yep,

this hub does have the worst reputation , and massive set of problems.

its amazing the company that makes the hardware and the firmware has not pulled out, they must be getting a terrible reputation.

personally, I had lots of hassle with it,

I ended up reseting it each night, and that seems to help,

fingers crossed,

but do I feel happy having to cross fingers to have a hub, NOPE.

yes, I'd be happier with a small , low power modem only, not this dammed great big power guzzler / heater.

and no, modem mode is no answer, the hardware is still there,,

"We were also told by the company's spokesman that it was a VM customer's "prerogative" to spend cash on a separate router as the problem, he insisted, was a firmware one and nothing to do with the SuperHub's hardware."

OK, the problem may not be hardware, it's software but surely it's VM's "perogative" to get the damn thing fixed whatever the cause as they supply it in the first place?

Pile of old ****

I've just filled in the VM survey. I can't fault their cable braodband until it hits the SuperCrap. My previous cable modem before this was rock solid. This is just toilet solids. The wifi is a joke so I've switched it off and put back my own wireless router. I couldn't even get WIFI in the hall outside the room the hub was in. I tried everything.

I can't believe they try to fob off knowing, technical customers like this. Shame really. I know I'm not the only one who has complained about this.

Still on the old cable modem

From a security point of view, is it really a good idea to have a combined wireless hub and cable modem? Doesn't that give VM carte blanche to wander round your home network?

Virgin should ditch the superhub. It is very damaging to their reputation. I'll be getting one forced on me soon but make no mistake - it will be in modem-only mode from the off.

SuperHub Install

Just over a month ago now I had a forced "upgrade" to a so called superhub, my old ambit had died, but ressurected itself during the call to cancellations.

Engineer came round on a saturday morning too :¬) swapped out the old ambit, replaced it with the superhub. First thing he did without being prompted was put it into modem mode and use my existing router. Now that says something !!

Connection has been rock solid ever since, both for my desktop (wired) and my various wireless devices. Except for last weekend, I came home from a great night out, only to see that my connection for both TV & Broadband went down literally minutes after i got in, about 02:30 saturday night / sunday morning. the 150 customer service script reading monkeys didnt even admit to an outage or other work in the area (service webpage access via cellphone did say some outage in swansea over 100miles away) Anyway all came right in the end as two hours later I woken up to the sound of the tv springing into life, and a quick showed the hub had re-acquired lock :¬)

Technology is great when it works, and a PITA when it doesnt. Those are the times when great customer service really would help, sadly Virgin and probably most other ISP's don't provide even a passable imitation of such service.

VM - experts at crippling kit

They have done the same to the TiVo. Probably because of copyright issues etc. And with the hubs, they are terrified that people will clone them and get free cable ....

I had the other new hub from VM end of last year, and sent it back after 10 minutes, when I discovered I couldn't set the IP address to be what *I* wanted. Had a right old ding-dong on the phone when customer services told me it was illegal to change an IP address. In the end they sent me the superhub so I could put it into modem-only mode, and carry on with my old router. The non-superhub didn't have a modem-only mode, just a DMZ mode, which wouldn't allow you to change the IP address.

That said, with my setup, I am blazing. Can download 1gb in 2 minutes.

No problem here lives up to its name for me

I have 9 devices connected via wifi as well as a couple via good old cables to my superhub and once it was setup correctly (as mentioned above turn wifi down one notch - sorry can't remember the setting its been 7+ months since I logged on to the superhub) I've never really had any issues. Wifi rock solid, downloads fine, VPN fine etc. etc.

I have to agree with a post above I think you are making a fuss over nothing and a picture of one twitter user complaining is hardly proof that it's a widespread issue, and forums only attract the frothingly irrational a bit like comment sections really ... oops

I jumped the Virgin broadband ship back in April when they updated their terms and services to increase my fee, allowing me to cancel my contract early.

They have THE worst technical support I've ever dealt with. They tried to persuade me to stay by lowering the fee for six months and just could not understand that my issue wasn't the cost, but that I continued to have connections issues and was fed up with their support.

A timely article if ever there was one. Today is our first day of being free of Virgin Media and their bargain bucket pound shop 'customer service' and 'technical support'.

The 'super' hub was a pain at first but it settled down. Then four weeks ago everything went haywire after the latest update. We suffered a 13 hour total loss of broadband, followed by weeks of wild variations in speed and losses of service. Then they had the cheek to say that we were "now on one of our upgraded speeds" What a bloody joke, we had better speed and a more reliable connection before the so called upgrade.

Well mine's actually been fine, until today. I got mine when the previous modem played up. It sits under the stairs on the ground floor and I can get decent wireless signal up in the loft, two floors up. The old router's up there in case I can't but it's rarely needed.

Today, things changed though. I've not been able to log onto it for a week or so so I rebooted it. And now it refuses to connect. I've tried all day. Called support and had the usual friendly Indian gentleman asking me how many flashing lights there were and what the power levels were. He explained to me that these were "technical things" and he would need to send an engineer out. I replied that I have an electrical engineering degree and am an actual engineer and understand perfectly well what these things mean (Don't have a problem with the technicians they send out by the way. Most of them are very pleasant and also very knowledgable. They don't know how to engineer things though).

Still, someone will come around (on Friday as it happens) and will probably reset whatever's failed in the box at the end of the street, like they did the last time. Maybe an attenuator's the answer. They've probably lost a few customers in my street through their shit service.

They offered me £7 compensation. That will really help me with my quest to do my job and earn my living. Glad I have 3G.

i still got the 50mb V2 modem (black one with blue lights) works fine on 100-110mb profile (seems to be 110mb as i get 11% when i download as they seem to add 10% on the profile to what ever broadband option your paying for as my 50mb was bit faster)

i agree with the issues with oversubscribed area as packet loss or as important ping Jitter, something that does not happen on ADSL or FTTC lines normally as every one gets an dedicated link via the phone cable to each house

where as cable its shared among loads of streets (most be 20 streets on mine or more) to make it simpler it slike 2 way Wifi (there is an upload and an downlink) more that use it the worst it gets but main issue is Upstream most cabs only have 4! where as downstream can go into the 100 range (max i seen is 101 on mine)

but i have been told that Virgin (no confirmation just Engineer that came out to fit Tivo box) they seem to be going to be doing basically what BT are doing but take it farer, they are going to drag Fibre cable to the Street cabs them serfs so issues should only be limited to street level not an whole Block, where as the moment it goes to an main Virgin (FTTC) cab point and then its copper from there on currently, so when to many users start torrent and not setting there upload to 11KB (default is Blast the upload 0=max) does not take many users to make packet loss or Very high ping (above 100+ then packetloss) and end result is you got an 100mb connection that cant load pages properly

been thinking of posting letters throw every ones door with an cable box on there house asking them to refine from using illegal torrents or at least set the upload limit to 11 (ask your kids) so not to affect every one els connection

VM due to switch to Cisco kit

ps, the engineer who came round said that Virgin were buying in Cisco kit to replace the SuperHib with.