Re: Superhub is nowhere near as bad as people say!
 

I have the Superhub and i am connected to a Cisco 10000 without any issues in almost 3 months since my install.

If the was a major issue we would have to be made aware of it.

Re: Superhub is nowhere near as bad as people say!
 

So your not aware of the issue? I suggest you become aware of it... The guys in the community forum site that I have spoken to are saying cisco are currently investigating it..

Dont get me wrong I like the idea of the hub, but it is clearly not working for me and many others...

Re: Superhub is nowhere near as bad as people say!
 

I've had the super hub since November and not had a single issue with my connection or wifi in my house.

Re: Superhub is nowhere near as bad as people say!
 

Good for you stephen, i have no problem with download speed or wireless, its great..It's just the upload speed.

And again if people like Masque arent aware of the issue, does it mean there is no issue?

And with that point what hope do we have of resolving the issue with people on the phone wh arent aware and try to put it down to traffic management.

Re: Superhub is nowhere near as bad as people say!
 

We can only be aware if the company posts the issue on our intranet otherwise it is not an official issue.

Re: Superhub is nowhere near as bad as people say!
 

I had the superhub since Jan and all i had was constant up and down erratic upload speed and bad pings had it swapped about 4 times with nothing changing each time i finally have got a VMNG300 from the CEO office which i activated and have never had a problem since. If the superhub hadnt given me so many issues upload speed and extremely poor wireless(when compared with DIR-615) i wouldnt be too bothered. But when i was using the Hub it just caused me problem after problem each firmware update. Obviously i was reporting this to VM Support constantly and having tech's out almost every week with still no interest taken in fixing it.



So for all you people where it works perfectly fantastic your getting the service you pay for but there are so many people out there having issues with the device and not getting a level of service they pay for.

Re: Superhub is nowhere near as bad as people say!
 

And even when its posted like the troubles with the hub, some staff were still unaware.

And even some technical staff from broadband that i spoke to, i had to explain what firmware was....

And again just because you arent aware doesnt mean there isnt a problem hence the problems that were being posted about the hub before virgin media publically admitted to them.

poor communication....

Re: Superhub is nowhere near as bad as people say!
 

They do really need to train all the technical support staff on what Firmware is, it is a complete joke. Out of 7 calls to them only 1 has known what firmware was.

Re: Superhub is nowhere near as bad as people say!
 

One thing I noticed recently is that when I was using the superhub and had hardware offload enabled for TCP traffic on my NIC (intel gigabit CT) then page loading times were significantly slower and tcp ramp up was affected. I then by accident turned it back on, basically I moved the network card to another slot which caused windows to rehash the drivers on default settings so offload enabled again and the issue is gone with me now on the VMNG300. All these type of little niggling issues which affect performance and sometimes stability. They add up.

Re: Superhub is nowhere near as bad as people say!
 

to be honest we had our superhub installed mid feb wired connection was great from the get go allways full 50mg dl speeds wireless was poor downstairs only getting about 10 to 15 mg on 2 laptops but seeing as i dont use them i just turned the other cheek.
However for the last 2 to 3 weeks i was constantly rebooting the thing not only loosing wireless but wired aswell at one point i had to reboot 4 times in one day at which point
i rang virgin no stress at all they listened to what i'd done checked everything there end and told me they were sending an engineer on friday just gone.
as soon as he got to the house straight away he said it would be a power issue and it was he also told me that it is a common fault as the slightest power surge will trick the hub into thinking there is a problem,
so either it is a common fault or he was just fobbing me off to get home early.
either way since friday it hasnt put a foot wrong wireless signal still not as i as i would have thought but as long as it stays connected i coulndt care less

Re: Superhub is nowhere near as bad as people say!
 

Mine was perfect till this latest firmware update and now keeps disconnecting completely. There is always a critical log file and it can take between 5 - 10 minutes to reconnect and lock on. During this time the Connectivity Status says 'Denied'.
All signal levels are perfect so hoping the next firmware update corrects the mess this latest one has caused me.

Re: Superhub is nowhere near as bad as people say!
 

And as far as you are concerned do you feel that there is no issues with either some cisco/motorolo ubr's connecting with the Hub...

And if you dont feel there is no issue then what is the reasoing behind the problems experienced by myself when utilization, hardware/softare have been ruled out of the equation to cause upload speed to be halved.

Not to mention when I change the default mtu setting on the HUB to 950 my upload speed jumps from 1.6 to 2.3 up..But this would cause me issues doing this and the reconmmened vaule is 1500 and I have tested this..

Re: Superhub is nowhere near as bad as people say!
 

If we do not see any issues or the company does not inform of us about specific issues then we cannot turn around and say but this guy is having an issue on a forum as we have no idea who you are and nor can we call you so you need to report any issues either on the Community Forum or by calling in.

Re: Superhub is nowhere near as bad as people say!
 

roughly 2 weeks later still performing perfectly

http://speedtest.net/result/1279467916.png

Sending files over the network,from 1 mac to another at least, has no issues at all and transfer at around 23 MB/s

(copied a whole iTunes library from 1 computer to another)

Re: Superhub is nowhere near as bad as people say!
 

The issue has been reported numerous times both on the community fourms and on the phone. The problem with the people on the phone much like yourself is that you dont see any problem.

People look at screen status page of the ubr and if it says its fine then its not an issue with the ubr.

After that the checks on powerlevels and the router are done, basic speed tests which all reveal upload is limited.

So where does that leave us?

After tech calls to the house issue still remains, numerous router swaps, cables changes, the problem remains.

Futher calls lead to no where because the guy on the other end of the phone says there is no problem or says its the internet o its traffic management or just another excuse. there is no ownership. No real fault finding is done...

And im not the only person to experience this kind of customer service. Half trained advisors that dont understand how download and upload speed work. Dont understand that any issues on the ubr could effect my service being delievered to me. They dont understand what firmware is and the communication from the senior team to the fron line advisors is poor as demostrated by the announcement of the problems with the hub, prior to the announcement as far as the agents were concerned everything was fine dispite the numerous posts on forums like this about problems with the hub.

I'm sorry but any thing you have said again is just passing the buck. There is information to suggest there are compaitability issues with the hub and instead of hindering and saying my hub works great which is good for you, why not try something which some Virgin staff find hard to do and take some form of ownership and assist those that nee help.

Remeber as said before virgin pubically announced the issues with the hub, we all knew and experienced various issues. I have an issue which no doubt somebody somewhere within virgin media are very much aware of but are doing very little to alleviate the problem.

Re: Superhub is nowhere near as bad as people say!
 

darkm give up explaining.

The fact that (a) tech support dont understand things like firmware and technical explanations of problems (b) there is no specific procedure to report superhub problems on the phone (c) that tech support will blame local pc equipment or even utilisation before considering the superhub, are all irellevant according to masque and others when looking at fault data.

Re: Superhub is nowhere near as bad as people say!
 

1st line agents aren't in a position to take ownership of issue's like this and unless someone tells them about it, (which seems to have not been the case, they have no way to know)

The problem comes when they aren't trained well enough (as you say) to understand the issues, thus can not pass them onto someone who can resolve them.

Customer experience is something VM take very seriously and I know for a fact these forums are monitored for these kinds of issues.

I'm not going to apologise as I don't represent virgin media, but there are people in place to make the 1st line customer experience better and to help train 1st line when required.

Re: Superhub is nowhere near as bad as people say!
 

I deal with faults that are recognised as such by Virginmedia and it is not my job to collate any issues while on a call unless we have been specifically asked because we have targets to meet and the are people like Nopanic who have the job of checking for faults and patterns to identify issues with the products we offer.

We also call our 2nd line agents who will advise us to raise an issue up for investigation if required but do not expect us to investigate issues that is not in our remit.

Re: Superhub is nowhere near as bad as people say!
 

I think its important to understand that this isn't Masque fobbing off, or not caring. He is doing his job and he is very good at it.

We have hundreds of 1st line agents fielding thousands and thousands of calls a day and they are very good at what they do. Of course we will see issue they don't know how to handle and this is were 2nd line come into it.

If 1st line took ownership of issues, we would have a mass of the same faults, in 100 different formats, with no one taking calls ..

Call centres are a fast paced environment, the majority of calls are quick fixes, advice, support or stage. That's not to say everyone does everything right all the time.

Re: Superhub is nowhere near as bad as people say!
 

its the web design department you want to watch out for :D

Re: Superhub is nowhere near as bad as people say!
 

Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.

Re: Superhub is nowhere near as bad as people say!
 

Shut up you, I'm not a web designer you know ..

You're right.

Re: Superhub is nowhere near as bad as people say!
 

We do what we can to resolve the issue and if required it goes to 2nd line and we leave notes on the account, we do not investigate why an issue occurs because we are not paid to do so it is down to other departments otherwise my call with regards a single fault could last hours.

If you want more indepth analysis then you would have to pay a lot more for your broadband and you will find all other ISP's expect the same kind of support to be provided by their first line agents.

Once we have dealt with your issue we are required to take the next call within 90 seconds, our time costs money and our employer does not pay us to run indepth diagnosis as the employ people to do that on a lot more money than we get paid.

---------- Post added at 19:51 ---------- Previous post was at 19:50 ----------

Which we do within the confines of our job but we just raise the issue up or leave notes on the account, remember first line agents do not raise IT issues because they do not have those permissions.

Re: Superhub is nowhere near as bad as people say!
 

There is also a key word your missing, and really it is a sad state of affairs that a vast amount of people that I have spoken to like yourself lack any initiative..

I would have also have thought it would be in your companies interest to make aware of any potential problems that you come across which in the long term could result in saving the company money, keeping customers with virgin Media.

You are also paid to resolve issues when you can, the old reboot the pc or check it in a few hours i'm afraid just doesnt cut it anymore in today's society where i'm sure a vast amount of your customers are more technically educated than those supporting virgin media services.

Ownership is key in any business, this prevents customers being passed from pillar to post. I would very much like to see the CRM cycle that Virgin Media practice as im sure from what your telling me it is very different to what the company think there employees are doing.

Virgin Media are not some mickey mouse company but the attitude of some of the staff stinks and no wonder it leads to repeated calls of the same issue.

I'm not asking anyone to stay on call for hours, especially when the simple tasks of checking everything is all done. I'm asking that the agents like yourself do their jobs right and use some common sense. I'm sure i'm not alone in thinking this.

And at the end of the day i'm sure like you and others would have more job satisfaction knowing that you took on board a customers fault, either resolved it, raised the issue and followed up with the customer to ensure they know what is going on and how the company intend on helping..

After all we are the customers and without us m8, your just a government technical drawer (dole)...

Does anyone think this is an unreasonable expectation, our is this not in a customers remit to expect a resolution...

Re: Superhub is nowhere near as bad as people say!
 

Not really we just are not allowed the time as we have targets to meet and if I took a couple of calls a day I would be out on my ear, we are first line agents who have to meet targets and not a personal technical assistance agent which is a service that Digital Home Support supply for a fee.

If the are issues beyond our remit we call 2nd line who may raise the issue for us if they decide the is one to raise, after that it is out of our hands.

Do you really want to pay hundreds of pounds a month for the company to pay for personal support agents, I know the answer to that and so do you, most people will go for the cheaper option.

Re: Superhub is nowhere near as bad as people say!
 

I'm on your side, agree with you 100%.

Rubbish, he is actually one of the more proactive 1st liners.

As he said, they post it to an internet site and send out briefs.

Rebooting the modem and the PC resolves 90% of calls actually. Most of the customers are not technically minded, we do have some very technical customers however and I would hope the agents tailor their responses to match the customer.

Not at all, 1st line are not able to take ownership, 2nd line are there for that very reason.

If you are unhappy with a member of staff make a complaint, coming on here and arguing does nothing as we don't know who you spoke to.

Most of our agents do their job right, that's why VM has such a high score with Ofcom.

Makes no difference what they want to do, they have rules and they have processes, as do everyone else. They need to give the best they can within their support scope and if they can not fix it, make sure it goes to the right people.

And without us you'd be talking to yourself in a room :)

You're mixing up what you want here ..

VM are required to give you a resolution, but 1st line are not always the ones able to do this. I don't think you're taking on board what is being said here. Agents like Masque don't fob off customers, but they can't be expected to know everything and fix everything, thats why we have other departments. If you have an issue (personally) then call up and make it known. VM want customer feedback.

Re: Superhub is nowhere near as bad as people say!
 

Not mixing up anything. I'm asking first line agents to do their jobs right and to know their products and services they support.

It is clear from agents I have spoken too and im sure others can verify that they havent a clue about the basics. How a pc works? How a modem works? what firmware is? How upload and download speed works? How a network works?

Simple things i'm sure you agree but if you cant understand the simple basics then how can you begin to troubleshoot any issue?

Rebooting a pc more often than not resolves a lot of issues but when agent quite clearly fill you with every lie under the sun and I have heard alot of rubbish then what recoures of action do us customers have?

The complaints department are almost as useless as they have no understanding of faults. They are there from a customer services aspect. Believe me I have raised a complaint and spoke to them and still you get no where. Even had a nice lady send me the traffic management policy by email as to why I wasnt getting my upload speed.

The only thing she didnt understand was how a modem configuration file worked and if it was true about me being traffic managed my upload speed wouldn't be 1.6 meg upload but 1 meg. Not to mention the fact of changing the MTU value.

Again it comes down to common sense something that some people are obviously lacking.

And for talk sake and take it at its face value as I have been told that there is nothing more that the faults department can do a refuse to take the call?
What sort of customer experience is that?

I'm not looking to argue with anyone but many people do agree and I have made my points to the complaints team about the lack of ownership, lack of training/knowledge to staff known.

The fact still remains and you are forgetting that there are issues with the superhub that no one can deny, stated by Virgin Media. Everyone has their own issues some resolved by firmware updates some not. But they are valid issues and need to be taken on board, raised and followed up by Virgin Media.

I have been told my issue is being investigated by Cisco currently? How true that is I dont know but we live in hope that somebody in Virgin are doing something about the hub as currently stands it is a bad as people say regardless if your hub is working fine.

Re: Superhub is nowhere near as bad as people say!
 

Has anyone given you a reference number?

Re: Superhub is nowhere near as bad as people say!
 

masque reply is interesting.

VM tech support is time constrained, this isnt unusual as most broadband companies operate like this now days. However VM are now supplying their own kit to customers. Companies like netgear, thompson, dlink, cisco etc as a result have to dedicate lots of time to support issues as the nature of hardware bugs is that it takes a little bit more than just to reboot the device. I have said a few times that VM are in over their head with the superhub and the replies concerning tech support somewhat prove that. I can understand the merit of dishing out a router/modem all in one device but they should have just signed a contract for a 3rd party device and sent that out instead of having one custom designed with crippled unique firmware. Because the tech support policy conflicts with what they providing.

Re: Superhub is nowhere near as bad as people say!
 

No reference number I made a post in the community forum site graham reponded and checked again all the basic's and then looked into a bit further and has said cisco are looking at this. I would assume there is some sort of internal reference at least but im unware of it.

Dont get me wrong up until my issue I have been happy with virgin, never had a reason to call, download speed has been bang on the money. Then upgrade from 20 meg to 30 meg and thought great, saving some money, I can get rid of a router and have one piece of kit but so far download speed is great but upload speed is halved.

It is just a s frustrating for me as im sure it is for some of your guys to have repeated calls and im sure when issues are raised by you's it gets more annoying when you see these calls come back.

However hopefully something can be done..

Re: Superhub is nowhere near as bad as people say!
 

There seems to be a bit of a need for expectations management.

The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc.

90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed.

Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats.

If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more.

That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.

Re: Superhub is nowhere near as bad as people say!
 

Not a big issue when could use your own router tho, now cannot its become a relevant issue. If VM are not willing/able to train staff and adjust process to allow longer calls to cater for bug reports they should at the very least add a online form of some sort for fault reporting that goes direct to a team dedicated to the superhub itself. I said this same thing weeks back and was told by someone (cant remember who) that its not needed because basic tech support can handle it, but now we have masque and nopanic saying tech support cannot handle it.

Also that 90% figure is it reliable?

example.

My ubr has a burst of high utilisation, I ring up to complain.

india tech support tell me to reboot everything. Whilst rebooting the utilisation goes down on the UBR, after reboot everything seems better, fault logged as pc fault.

Re: Superhub is nowhere near as bad as people say!
 

Im sure the guy's in the fault team should know the setting's in the hub and their correct settings. That is the product they are supporting. Im sure they have a script of things to check and each of the settings on the hub should be there. When everything is checked and fault still persists then i'm sure they seek some support with their second line team.

Re: Superhub is nowhere near as bad as people say!
 

We do not get the time to investigate issues and nor do we have the relevant tools to go much further, if we find an issue we call 2nd line and it is up to them what happens next as that is as far as we can take your issue.

Re: Superhub is nowhere near as bad as people say!
 

I know and I am not putting any blame on to you or your direct colleagues, you can only do what you have been trained to do and with the tools you have, my issue is with the management of VM who decide these policies.

Re: Superhub is nowhere near as bad as people say!
 

So why cant they hit full upload on Cisco UBRs? And why did a engineer and support acknowledge its a known issue?

Re: Superhub is nowhere near as bad as people say!
 

You have read that I am on 30Mb and connected to a Cisco 10000 and get my full upload as per below.

https://www.cableforum.co.uk/images/...011/05/146.png

Re: Superhub is nowhere near as bad as people say!
 

Sure I said that already :erm:

Re: Superhub is nowhere near as bad as people say!
 

Wouldnt it be nice to find out what the issue is?

https://www.cableforum.co.uk/images/...011/05/147.png

mtu change

https://www.cableforum.co.uk/images/...011/05/148.png

Re: Superhub is nowhere near as bad as people say!
 

Remember you're VM staff therefore your opinions are suspect at best and at worst fanboyism, always.

I'm former ntl staff and it was long enough ago that I'm fully rehabilitated ;)

Re: Superhub is nowhere near as bad as people say!
 

Not just issues with some Cisco kit but some Motorola as well. Could well be a UBR/BSR configuration problem but it does exist.

Re: Superhub is nowhere near as bad as people say!
 

Yeah and I was on 50Mbit confirmed by Engineer/Tech support to be on a Cisco UBR with the Superhub, all other factors fine - and unable to hit over 2.5Mbit/sec upload whether Speedtest or FTP.

As soon as I got a VMNG300, I got my max upload speeds.

But I guess theres no problem with the Superhub? :p

Re: Superhub is nowhere near as bad as people say!
 

Had mine 3 months without any issues and I am not the only one as the are hundreds of thousands out there with no issues.

Re: Superhub is nowhere near as bad as people say!
 

I think im on a cisco UBR because my area is ex-ntl

https://www.cableforum.co.uk/images/...011/05/144.png

Id say thats close on 5 mb/s

---------- Post added at 10:27 ---------- Previous post was at 10:26 ----------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 104 55616000 Kbits/sec 298750000 Hz 6.1 dBmV 33.8 dB Hybrid
Locked QAM256 105 55616000 Kbits/sec 306750000 Hz 6.1 dBmV 33.7 dB Hybrid
Locked QAM256 106 55616000 Kbits/sec 314750000 Hz 6.4 dBmV 33.7 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 3 20480 Kbits/sec 45800000 Hz 40.2 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Re: Superhub is nowhere near as bad as people say!
 

All regions use both Cisco and Motorola uBR's

Re: Superhub is nowhere near as bad as people say!
 

Like wise there are many people having issues with the hub, which Virgin know about.

So glad you have no issues but it doesnt really help the matter..

Re: Superhub is nowhere near as bad as people say!
 

The majority have no issues which what I keep telling you though.

Re: Superhub is nowhere near as bad as people say!
 

It doesnt matter if a majority or whatever the real figure maybe that have no issues. That is fine. The real heart of the matter is there are issues with the Hub.

Now you can say what you like but the company that you work for have even admitted to alot of the isssues customers are having.

So we keep telling you there are issues, they may not affect you but currently from your posts tend to ignore them.

And if a majority is working then you have more time to fault diagnose on the phones, you cant be overworked as the "majority works" the superhub is great.

Re: Superhub is nowhere near as bad as people say!
 

as i have said, none of the issues affect average joe who reads his emails twice a day, the problem comes when you are trying to advanced LAN side, or transferring a large amount of data

Re: Superhub is nowhere near as bad as people say!
 

it doesnt matter what the user is doing, I could be uploading photos to a vrigin server but would like that to go quicker..

Your missing the point a fault is a fault, end of...Average joe doesnt need 50meg broad band or even 100 meg..But they are supplied. Upload speed is part of the service, one of the reasons why I went to 30meg, better upload speed for gaming, streaming etc etc

And if you were paying for 100 meg bb, would you be happy to have 50 meg down and barley 5 meg up... i think not.

Re: Superhub is nowhere near as bad as people say!
 

Are you forgetting something such as the millions of other modems out there plus the numerous other issue we have to deal with.

If you want personal service then expect to pay for it as others in this thread have stated but most people vote with their wallet.

Re: Superhub is nowhere near as bad as people say!
 

This argument (discussion) does not appear to be going anywhere except round in circles:erm:

I agree with what you are saying though. Yes there are problems some with the hub. I have seen comments that you shouldnt use high channel numbers with wifi but mine is set to use channels 7 and 11 and I dont see a problem when wifi is being used in the house ( but its not heavily used). According to INSSIDER
all the lower channels are heavily used but no one else is used the high channel numbers:)

It can be very difficult to tie down a fault to a specific item of equipment especially when there are several interacting with each other.

The more information that VM can be provided with should result eventually in a solution, if it is there equipment causing the problem. If not then they may ned to provide more guidance to users.

Re: Superhub is nowhere near as bad as people say!
 

Dude if you have the same attitude with one fault what are you like with the rest?

I dont expect anything personal..Dont forget Virgin Media taylor everything for a personal customer experience, from the moment you ring on the phone it will tell you if there is a fault on your line, your bill and what your having for dinner.

Im starting to think that Virgin media have a very much different view on what should be a customer's experience with virgin media to the one you are delievering.

I think it's clear that you fail to understand the basic's of a customer's journey within virgin Media and the service delieverd to them.

Everything is tailoured to the indivual customer, which makes the whole experience personal to that customer.

Really go back to the training department and ask for some training.

I'm bored of this. :erm:

---------- Post added at 13:30 ---------- Previous post was at 13:26 ----------

healthy debate no more, for me I would just like to get to the bottom of an issue that is known to others as well.

And yes its all about the flow of information, Its fine saying the hub works, im glad it does, I like the thought of the hub but only if it works.

Re: Superhub is nowhere near as bad as people say!
 

how do you find out what you are on? :D like how you know that your on a cisco 1000

Re: Superhub is nowhere near as bad as people say!
 

3 downstream channels Cisco, 4 Motorola IIRC.

Re: Superhub is nowhere near as bad as people say!
 

ah, ill be on a cisco then if that's the case :)

Re: Superhub is nowhere near as bad as people say!
 

The only person with an attitude is yourself expecting any call centre agent to take ownership of a fault when it is not actually our job to do so as the are other departments whose job it is to do so.

You seem to forget or more likely ignore the fact that we have targets which include time taken on calls that we are expected to meet and because of the type of environment we work in we cannot sit on the phone with you for hours on end as we are not paid to do that.

If you want such a service then you will need to look elsewhere as none of the residential ISP's offer such a service because it takes up time and resources and costs a lot of money to implement hence the costs prevent anyone from taking up such a service.

Get real we deal with each and every fault as it comes in but we do not take a personal interest in your issue and once we sign off we forget about you and go home.

You do not know me or have any idea of the type of person I am as all you see is words and an avatar so because I will not roll over and agree with what you post on here you continue to ask the same question but in a different way as if the answer is magically going to change.

Also remember that anything I post on here is covered by the pretty red writing in my signature at the bottom of this post.

Re: Superhub is nowhere near as bad as people say!
 

difference between VM and proper hardware manufacturer?

VM - mine is ok and the majority are happy so no problem. Tech minded irrelevant, only serve mass market needs.
Intel - sata issue affecting estimated 4% of customers within 5 years recall entire product line millions of units costing hundreds of milions of dollars not on a current mainstream product.

To a hardware manufacturer a majority isnt enough, if they have something like 1 in 20 with issues then it gets known about and quality reputation is shattered, fault levels have to be very low sub 1%.

Re: Superhub is nowhere near as bad as people say!
 

Well one is a manufacturer and the other is not.:confused:

Re: Superhub is nowhere near as bad as people say!
 

VM does not make hardware.

Your statements are correct but irrelevent. Did Intel actually get back the majority of issued units?

However you get what you pay for. If you want better service then it will cost you an arm and a leg :D

Re: Superhub is nowhere near as bad as people say!
 

VM are a hardware supplier tho. Its relevant in that how hardware suppliers approach their customers in comparison to a broadband provider and what they can get away with.

Re: Superhub is nowhere near as bad as people say!
 

Don't forget the custom firmware made to VM's specs.

Re: Superhub is nowhere near as bad as people say!
 

Dude really get real yourself,

I just took a read over some of your posts in this thread, aqnd it all had a familiar pattern...

"my hub works"

Do you say that on the phone or is it on the script?

Fact, virgin admit there are issues with the hub, God only knows to what extent. With that little knowledge you cant simple excuse that and ignore it like you have done.

And im bored with your lame excuses, I dont want to sit on the phone on hours, I dont want you to take ownership, Idont want you do anything but do your job right which clearly your not given the number of issues etc posted on this forum and others about the hub. Reguardless if its a minority or majority it doesnt matter. Your paid to resolve issues, know your role and do it.

Re: Superhub is nowhere near as bad as people say!
 

Actually I not paid to resolve any such issues that you refer to as it is not my job to do that which is something you fail to realise, we work within the boundaries of our role.

During a shift we take every type of broadband fault call and we do not spend hours on them as most can be resolved, those that cannot be resolved go to the relevant department unless it is out of our support scope.

If you cannot accept that then it is not my problem.

Re: Superhub is nowhere near as bad as people say!
 

Please stop the arguing and personal attacks

---------- Post added at 19:24 ---------- Previous post was at 19:21 ----------

His job may be getting paid to resolve tech issues, but any help or advice given on here is of his own free will and nothing at all to do with Virgin Media. So please calm down.

Re: Superhub is nowhere near as bad as people say!
 

Im not talking about my problem in particular, im talking about problems in general with the hub, the reason why there is firmware updates being rushed out, the reason why there will be bridge mode support because of poor router functions on the hub...

You have to know everytime you say your hub is fine and dont accept there are issues with the hub and you should know more than most with current issues working on the helpdesk, then you will get your fair amount of critics.

Dont loose sight that virgn have admitted the problems so there is nothing to debate, the only thing up for debate is the resolution either through firmware updates, new hardware or repairs at the ubr level.

I know you have targets, calls to answer, not letting any drop calls, I accept things that you are saying but use common sense pls, there are users here and on the community forums who can verfiy the issues both my issue and the other issues..

Again, the only reasoning for posting is to encourage a healthy debate, flow of information, and to make the virgin service better. Isn't that what we are all after?

Re: Superhub is nowhere near as bad as people say!
 

There have not been any firmware updates 'rushed' out. The Superhub has been around since the end of last year and only had a couple of updates. I have plenty of other tech that has had more updates than that.

Its the nature of tech these days that patches and fixes/updates will become available over time.

The reason for bridge mode is that some customers have asked for it, not that there is anything wrong with the router functions on the Superhub. Some people have issues with their Superhubs, that does not been there is a general issue with the Superhub itself.

Re: Superhub is nowhere near as bad as people say!
 

Your right alot of tech these days requires updates of sorts.

The bridge mode was requested because it lacks the real functionality that people have with their own routers.

It really defeats the whole purpose of the hub having bridge mode.

I would rather have proper netgear firmware on it rather than a stripped firmware for virgin.

However as I say I like the idea of the hub, I know it works for some, it does have some issues, which have or in the process of being fixed. The issues are well known.

Anyhow we agree. :)

Re: Superhub is nowhere near as bad as people say!
 

R25 and R26 was rushed out. One had an issue with IP flood protection (which I pointed out to vm during the trial) and R26 has an issue where you turn the firewall off downloads become corrupt

Re: Superhub is nowhere near as bad as people say!
 

sorry need to correct this.

R25 was rushed out. It was beta tested for under a week. It was rushed so much that it was released quicker than VM were not able to read the bug reports for the testing which lead them to making statements saying they were unable to discover the bugs in time during beta testing. R26 also somewhat rushed although that is understandable considering the mess of R25.

On your last comment if its not a general issue with the superhub then what is it?

Because its either.

1 - end user error
2 - 3rd party equipment problem
3 - superhub problem.

You saying its not #3 so is it 1 or 2? The router working for basic internet usage does not pass it as a properly working router.

If the superhub was a commercial product on the shelves it would only sell as a budget model it is the worst router I have possibly ever used.

Whats also interesting is this superhub is supposedbly the end of problems for newbie non technical users and be heaven for tech support yet on every phone call to VM that I have discussed the superhub the staff I speak to say its been poor going for issues, lots of calls regarding problems and lots of replacements been sent out. People I speak to offline who are not particurly computer literate say comments such as "but my wireless just worked fine before" when I mention things like changing superhub settings to get it to work. In other words the superhub having to change settings to make it stable confuses them more than having to plug in an extra cable on the old modem+router setup. After all plugging in a cable is a tad easier than messing with software settings.

The superhub is bad enough in that I have held of reccomending people to upgrade to a docsis3 tier. When a working bridge mode comes if it comes then I may reccomend but not until then.

A word of note on the beta testing. When a new firmware is released, the experience so far is VM will mention the changelog (incomplete changelog), they will ask for specific testing on whats on the changelog and have yet to comment on issues reported that are not related to any of the changelogs. It is a very restricted testing and its evident that the customer beta test is not been taken too seriously by VM, yet I expect there is customers on that testing more knowledgable than staff who run staff beta testing and of course wont be biased as they not an employee.

Brudge mode is what we all waiting for, if it works properly then hopefully the fact that the superhub is a poor router will no longer matter.

Re: Superhub is nowhere near as bad as people say!
 

Virgin employees and their big bag of excuses and statements that their service is fine gotta love it.

Re: Superhub is nowhere near as bad as people say!
 

Unfortunately they are doing themselves no favours by continually spouting "well mine's alright and it's been on 6 or 8 weeks" etc.

IMHO they are losing the respect they've built up over the time they've been helping out here.

Only time will tell but as of midnight I'm no longer a VM customer I don't care about them!

Re: Superhub is nowhere near as bad as people say!
 

So the truth hurts, well that's not my problem if that is something you dispute if you do not want to read that then do not read any threads relating to Virginmedia as you are no longer a customer unless you have an agenda.

---------- Post added at 05:45 ---------- Previous post was at 05:43 ----------

If mine and other peoples equipment works why should we say otherwise or is that against the terms and conditions of this site, if I had issues I would be on the phone all the time but since install it has been rock solid as always.

Re: Superhub is nowhere near as bad as people say!
 

I'm glad you agree to the veracity of my post, as to an agenda, I have none.

Re: Superhub is nowhere near as bad as people say!
 

I also have no agenda, just because my Superhub works as it should and I post that it works normally does not mean that I am trying to protect the device because if it was not working I would be complaining louder than anyone on here.

Re: Superhub is nowhere near as bad as people say!
 

you dont have an xbox, you dont use port forwarding, and i guess you dont use wireless to tranfer a lot of data LAN side, so you cant say it works perfectly until you have tested it

Re: Superhub is nowhere near as bad as people say!
 

We all know the problems with the hub

http://www.ispreview.co.uk/story/201...b-routers.html

And as said not all customers are affected, which your not but many are. But try to be more constructive and helpful rather posting about your own hub...

Re: Superhub is nowhere near as bad as people say!
 

My daughter has the Xbox and she has no issues playing online.

Re: Superhub is nowhere near as bad as people say!
 

okay then, does she play black ops?

Re: Superhub is nowhere near as bad as people say!
 

It does depend on what she's playing;)

My son-in-law has an xbox and plays football online with no problems but I presume thats one to one and not via a server. One granddaughter plays Club Penguin on a PC and doesnt complain. This is all on 10Mb and not on a superhub so will probably be shot down by the anti hub side as irrelevent :)

My camera has a fault in that when you set the focus zone from a choice of 6 areas on the screen after a while it goes back to choosing its own zone. Very annoying but it wont get fixed and it cost much more than a hub:erm:

Re: Superhub is nowhere near as bad as people say!
 

I have used the 20 Meg for years, and the best it reached 17 Meg. Mostly 15 Meg.
Since I got the super hub, it as been hovering 30 Meg .
It has dropped down twice in the last two weeks to 12 Meg.

Re: Superhub is nowhere near as bad as people say!
 

Re: Superhub is nowhere near as bad as people say!
 

i mean a lot, iv seen itunes libraries around 20gig but that's not even that big, as i said, it only affects more advanced user, in this case, those transferring a lot of data LAN side

Re: Superhub is nowhere near as bad as people say!
 

Man, I can't believe this thread is still running .....
It's 19 pages of "yes it is" verses "no it is not" ..... :confused:

No doubt the true story will be released by Wikileaks ....;)

Re: Superhub is nowhere near as bad as people say!
 

and cable forum will be crippled the DDOS attacks :rolleyes:

Re: Superhub is nowhere near as bad as people say!
 

LOL sorry about that, i just wanted to make a thread telling people its not as bad as you read on here, because i'm sure there are others like me who move to a cable area and then read up about the service they will be getting befor the install which in reality is not even half as bad as it seems when you read some threads on here :D

also just noticed, if you sort this forum by view count this is nearly one of the most viewed topics on the whole board LOL

---------- Post added at 22:02 ---------- Previous post was at 21:56 ----------

make that 20 pages...

Re: Superhub is nowhere near as bad as people say!
 

I have just switched my camera in the garden from a homeplug to Netgear wifi adapter. It connected upto the superhub easily however initially it was even worse than the homeplug. It needs a 1 mbit connection for each users and on the adapter it was stopping for upto 20 secs at a time. On the homeplug the longest outage I have seen is 8 secs.

However it is now working perfectly since dropping the shub to one channel instead of two. I am using channel 11 which some have reported problems with.

I will have to revise my opinion slightly :erm:

Re: Superhub is nowhere near as bad as people say!
 

Evidently VM aren't too keen on the Netgear Superhub given they are replacing the hardware with another manufacturer.

Re: Superhub is nowhere near as bad as people say!
 

They are?

Re: Superhub is nowhere near as bad as people say!
 

news to me

Re: Superhub is nowhere near as bad as people say!
 

A reference would be nice.

Re: Superhub is nowhere near as bad as people say!
 

https://www.cableforum.co.uk/images/...2012/09/18.gifhttps://www.cableforum.co.uk/images/...2012/12/20.gif


Now how many people thought the superhub would dumped, oddly enough my earlier posts have always said it was here to stay which strangely enough is happening.

Re: Superhub is nowhere near as bad as people say!
 

Ignitionnet, this thread, post 288.

---------- Post added at 11:52 ---------- Previous post was at 11:51 ----------

Well, a Superhub is staying, but this Superhub is getting replaced. The existing ones will, of course, remain and hopefully once the trained lower primates at Netgear have had a few more months to randomly bash their keyboards the high priority stability bugs will be gone.

Re: Superhub is nowhere near as bad as people say!
 

A circular reference:D

OK I believe you:erm:

Re: Superhub is nowhere near as bad as people say!
 

please, tell some more

i cant wait to laugh in Masques face :woot::woot::woot:

Re: Superhub is nowhere near as bad as people say!
 

Virgin media will replaced all customers superhub back to VMNG300 in due course!

Re: Superhub is nowhere near as bad as people say!
 

they wont, the VMNG300 only supports 4 downstream channels, and the 100mb service, in due course will use 8 bonded channels, which the modem wont work with

Re: Superhub is nowhere near as bad as people say!
 

that's rubbish as look at mine, can cope with 100 meg in my vmng300 - nothing wrong with it!

Re: Superhub is nowhere near as bad as people say!
 

yes but VM will be using 8 channels in the future and the modem cant handle 8

Re: Superhub is nowhere near as bad as people say!
 

Sorry, don't want to get people in trouble else my info dries up. Patience padawan.