Wrong Superhub adapter?
 

Got Superhub (and Tivo) installed about 4 months ago. Constant internet problems since, "cannot connect, not connected" messages every couple of days. have had countless calls and engineers. Always a Bear on here kindly gave me CEO e mail address. Got called by Neil at CEO office and he advised that it sounds like it was installed with the wrong adapter, 12v and 1.0 amp where it should be 12v and 1.5 amp. Guy was very helpfull and said he would get proper adapter and new Superhub sent out. He was pretty confident that this is the problem, does anyone have experience of this, is he correct???


Many thanks for any advice and to Alwaysabear for his help :)

Re: Wrong Superhub adapter??
 

Using the properly rated power supply is, of course, desirable, however I doubt it will solve your, presumedly, wireless connectivity issues.

You can try changing the wireless channel manually between 1 or 6 or 11.

Auto seems to set the channel to 1 and leaves it there. At least that seemed to happen with my superhub.

You can see who's using which channel in your locality by installing InSSider.

If you still have problems consider acquiring a proper router and switch the superhub to modem mode.

Re: Wrong Superhub adapter??
 

Depends. If you don't feed any electronic device enough current, a lot of random things can happen. If the problems are wireless, it's entirely possible the Superhub is not able to give enough current to the Wireless radios to operate properly.

Re: Wrong Superhub adapter??
 

It certainly fixes other issues

Re: Wrong Superhub adapter??
 

Thanks for the replies, hope it works, really had enough of this.:(

Re: Wrong Superhub adapter??
 

In my experience it makes no difference what psu you have. Mother than going modem mode I can't think of a way to make the hub work properly

Re: Wrong Superhub adapter??
 

Doesn't look good then :( CEO office admit that this hasn't been great and if not sorted by end of the month they will release me from my contract. Don't really want the hassle of getting another provider, just want it to work. Huge letdown!

Re: Wrong Superhub adapter??
 

Ask them to send you a dlink615, problem solved :)

Re: Wrong Superhub adapter??
 

http://community.virginmedia.com/t5/...ly/m-p/1347858

Re: Wrong Superhub adapter??
 

Ben's post looks a bit more positive:D CEO office will phone me on Monday to find out if this has worked. Thanks all for taking the time, really is appreciated.:)

Re: Wrong Superhub adapter??
 

Why are you posting a link to a stalling tactic?

Re: Wrong Superhub adapter??
 

It's not. Apart from the example I posted earlier there is this one from last year:
http://community.virginmedia.com/t5/...ng/td-p/353001

Re: Wrong Superhub adapter??
 

We will see on Monday....

Re: Wrong Superhub adapter?
 

is the router have 12v written on it? i had a super hub installed on sat and having all these problems they came early and was not in when it got fitted so i dunno what they did but im looking at the adaptor and it says 10v and it still tangled with my old cables don't look like they changed it from my modem?

Re: Wrong Superhub adapter?
 

I'm pretty sure it'll be in the engineer's handbook to install the right power supply when they fit it.

If they haven't they aren't doing their job right and there is no excuse for that.

Re: Wrong Superhub adapter?
 

i just found a pic of what the supply should look like and how on it so it is deffo the wrong one they installed so i put posted on the support forum explain it lets hope they send out the correct supply!!

How lazy are they not to change the plug over, it not like it take hours to install a router it was a simple swap job!

Re: Wrong Superhub adapter?
 

Installers and service have been told about having correct PSU fitted, so unless this hasn't been cascaded to all,(which wouldn't surprise me) they should be replacing them

Re: Wrong Superhub adapter?
 

There are two versions that fit the superhub, the newer curved one that makes a screeching noise and a smaller black square one they've stopped making. The correct thing to do is check the amp and voltage


Even if it wasn't cascaded its common sense that something 10v shouldn't been placed in something that uses 12v

Re: Wrong Superhub adapter?
 

;)

Re: Wrong Superhub adapter?
 

LOLOLOL

My point was it still reboots and causes havoc weather I put my noisy psu in or an old psu grrr

Re: Wrong Superhub adapter?
 

In my experience other than having the wrong type of PSU completely (i.e. wrong voltage) when I'd be surprised it works at all, the rating of the PSU makes very little to no difference.

Re: Wrong Superhub adapter?
 

virgin do not seam to be responding to my post on there forum so i have sent them an email, how long does it normally take to get a reply?

Re: Wrong Superhub adapter?
 

Usually a few days but it can be a week. Look ast some they've responded to and see how long they took. They do them in batches and the tech ids are red iirc - they look different anyhow so easy to spot.

Re: Wrong Superhub adapter?
 

Ben I've had 4 or 5 engineers out and not one has checked this. Given what CEO office have said my PSU is wrong :(

Re: Wrong Superhub adapter?
 

Im getting no where with customer support! yesterday we sent a "signal" that was meant to fix it and today when i called cas it was still not fixed they changed my wireless channel!!! Is there anyone i can speak to that can do stuff off the script?

Re: Wrong Superhub adapter?
 

What have they said when you've told them you've got the wrong power supply?

Re: Wrong Superhub adapter?
 

They said they will send a new Superhub and PSU, said someone would text me yesterday or today to confirm but nothing as yet.

Note they told me I had the wrong PSU:)

Re: Wrong Superhub adapter?
 

am i getting though to the right people? what option did you pick when you called them?

Re: Wrong Superhub adapter?
 

I didn't m8, i filled in about my 4th complaint form on my virgin media and they called me.

Re: Wrong Superhub adapter?
 

Even though I had the correct PSU, I was getting a lot of internet disconnections with my superhub, even in modem mode. Since the PSU has always made a high pitched whine, I thought it could be faulty and replaced it with a regulated 12V one that I had. It's been solid ever since. So the PSU does make a difference.

Re: Wrong Superhub adapter?
 

Intresting, could the superhub issues be down to the crappy psus?

Re: Wrong Superhub adapter?
 

*cough*

:D

Re: Wrong Superhub adapter?
 

Connected the new Superhub and PSU last night. Normally connection is lost over night but not this morning :D So far so good. Thanks for all the advice on here and to Neil at CEO office and Andrew at IT support if they lurk on here.

Re: Wrong Superhub adapter?
 

Hmmm...If that was the case wouldn't modem mode be affected by crappy PSU's.

My superhub is using the correct PSU and was rebooting itself hourly when I used router mode. Since switching to modem mode it hasn't put a foot wrong for many months.

Re: Wrong Superhub adapter?
 

reading with interest will let you know how mine goes

Re: Wrong Superhub adapter?
 

Perhaps he means he sees the same problems with all the PSUs, hence not making a difference, they're all just as crap.

---------- Post added at 01:22 ---------- Previous post was at 01:22 ----------

Modem mode uses less power?

Re: Wrong Superhub adapter?
 

My experience of this problem, was that the router couldn't handle more than 2 devices while plugged in with a lower supply. So if a computer and the Xbox were on, a smartphone just trying to routinely update would knock the router out.

I have had absolutely no problems in the days since I dug the proper PSU out.

Re: Wrong Superhub adapter?
 

I got mine installed last Saturday and have been having some issues with wireless. After reading this I checked my adaptor.... and its the old 10v one from my old modem.. with the sticker on it I put on to identify it. Bloody lazy engineer.
So they are sending me a new shub and adaptor as they cant send an adaptor on its own.

:mad:

Re: Wrong Superhub adapter?
 

Really seems to have been the problem. Everything been fantastic since proper PSU and Superhub installed. Finally getting what I've been paying for for 4 months :D

Re: Wrong Superhub adapter?
 

Quite possibly.

I suppose the constant rebooting could even be caused by the PSU's primary going momentarily OC at some critical temperature before cooling slightly and resuming normal operation. With it being less stressed in modem mode this critical temp is never reached.

I remember the PSU's for the old Commodore64 were notorious for this fault.

All supposition of course and in my mind highly unlikely. With all the superhubs and PSU's out there a PSU problem would surely have come to light by now.

More significant, in my mind, is the fact that last summer, during the holiday period July and August, my superhub, in router mode, became more stable. IIRC I achieved a mighty 11 days uptime during this period.

I feel this may/must have been due to a decrease in local router wifi interference. Once the holiday period was over hourly rebooting resumed.

Re: Wrong Superhub adapter?
 

Im getting closer to have my new adapter, i called the installations department and they sent one out with no problem, instead of all the hassle tech support was giving me (evrerytime i called they took over my computer and changed the wireless channel) , so if anyone is after a new one, try them first if it wasn't installed long ago ;)

Re: Wrong Superhub adapter?
 

Glad it's sorted :)

Re: Wrong Superhub adapter?
 

Hey everyone :) I got my new super hub adapter today and well its great, the poor week signal is now really powerful i used to get 1 bar on this laptop in this room now there 4 :) and there is defiantly a noticeable speed increase and also on the back on the super hub there is a red sticker saying "Only Use New Power Supply" So if this comes on all super hub there no reason why the guys who installed it should of not used the new one in the first place :)

Re: Wrong Superhub adapter?
 

Not wishing to put a damper on things but thats how my superhub started off.

After only a few days though it lost all wifi connections because the signal had become so weak.

Changing channels and rebooting got it back but then the continual rebooting and general mis behaving started. :(

Hope it works out for you :) if not there is always modem mode to fall back to.

Re: Wrong Superhub adapter?
 

its a better start then last time, connected everything up then 2 hours later found it kept disconnecting the wireless every so often and wouldn't reconnect till a reboot :P lets keep me figures crossed

Re: Wrong Superhub adapter?
 

:tu: