superhub2 - did customer service rip me off?
 

So my superhub 1 internal battery is flat and no longer holds settings , a reboot sets everything back to default including SSID.

I phone them and explain the fault, said could they just send a new hub and I'll fit it myself. If its relevant I'm also off contract.

AFTER ringing faults they put me through to CS. CS gave me three options.

1 - Get a newer modem for a one off fee of £20.
2 - Agree to a new 12 month contract, get modem for 'free' and £4.82 off bill for 12 months.
3 - I reminded her the superhub 1 was faulty, she said all an engineer would do is replace like for like and I'd get a new superhub1.

1 went option 1.

Does any of this seem correct?

Re: superhub2 - did customer service rip me off?
 

Yeah just say you want it replaced as faulty, your more likely get a newer one!

Re: superhub2 - did customer service rip me off?
 

Do the engineers even carry the old hubs anymore? I thought the SH2 was now the default one.

Re: superhub2 - did customer service rip me off?
 

That's what I'd assumed but the CS lady insisted noooo repairs would only be like for like.

If I can prove she was BSing me just to extract more cash from me, I shall phone up and complain, I've been a customer over a decade and I'm off contract, you'd assume they'd want me happy :)

Re: superhub2 - did customer service rip me off?
 

It's a Netgear router - I'm sure it won't have a battery, settings will be stored in flash, which if faulty is faulty.

I would never pay for a replacement!

Re: superhub2 - did customer service rip me off?
 

As already mentioned they wouldn't pay for a replacement if it's faulty, but the replacement may not be the latest version of the SuperHub.

That is what they are paying for.

Re: superhub2 - did customer service rip me off?
 

What are the benefits of the SuperHub 2 over SuperHub1? :confused:

Re: superhub2 - did customer service rip me off?
 

The Superhub does not have any batteries.

Unless you desperately wanted a Superhub 2 it's their obligation to provide you with a working device to use the service, so the only option I'd have accepted is option 3.

---------- Post added at 11:27 ---------- Previous post was at 11:26 ----------

^^ Correct.

---------- Post added at 11:27 ---------- Previous post was at 11:27 ----------

Much faster wireless, better range, better reliability, less ugly.

Re: superhub2 - did customer service rip me off?
 

As others have said, I wouldn't pay for a faulty hub replacement, even to get a newer model. Either get retentions to send one out for free or just get a fault replacement. There's no guarantee you'll get a like-for-like replacement, nor is there a guarantee you'll get a newer model. It depends on what the fault tech has in his van that day, or what they have at the distribution centre when they post one out. However, you're not out of pocket due to it.

Instead of forking out £20 on another VM hub, I would suggest you spend a bit more and get yourself your own wireless router. It's much better in the end and means if your hub conks out, the replacement isn't going to wipe your network settings.

Re: superhub2 - did customer service rip me off?
 

shub2 works

Re: superhub2 - did customer service rip me off?
 

shub1 works for me, in modem mode!

But what quality firmware, look at this critical error in the log, from yesterday

Error by 1 in the month.

Re: superhub2 - did customer service rip me off?
 

Its just letting you know that its established the Time Of Day.

Re: superhub2 - did customer service rip me off?
 

Ill link you to my post from last year...

http://www.cableforum.co.uk/board/35726782-post1.html

Yes we still install SuperHub 1 routers for new customers, and virgin are starting to get rather strict with it... used to be able to ignore the warnings but not any more...

Re: superhub2 - did customer service rip me off?
 

I can't believe they are still making them and/or have such a vast back stock to get rid of after all these years

Re: superhub2 - did customer service rip me off?
 

We have to swap like for like and all Shub1s are refurbs.