Superhub superhub2 - did customer service rip me off?

Zanny · 21-05-2015, 09:27

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?

MagicUK · 21-05-2015, 09:34

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

Kabaal · 21-05-2015, 09:47

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

Zanny · 21-05-2015, 10:22

Quote:

Originally Posted by Kabaal

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

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

mmm · 21-05-2015, 11:31

Quote:

Originally Posted by Zanny

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

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!

BenMcr · 21-05-2015, 11:41

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.

gba93 · 21-05-2015, 11:49

Quote:

Originally Posted by BenMcr

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.

What are the benefits of the SuperHub 2 over SuperHub1?

qasdfdsaq · 21-05-2015, 12:27

Quote:

Originally Posted by Zanny

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

The Superhub does not have any batteries.

Quote:

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?

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 ----------

Quote:

Originally Posted by mmm

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!

^^ Correct.

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

Quote:

Originally Posted by gba93

What are the benefits of the SuperHub 2 over SuperHub1?

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

Kushan · 21-05-2015, 15:52

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.

General Maximus · 21-05-2015, 18:33

Quote:

Originally Posted by gba93

What are the benefits of the SuperHub 2 over SuperHub1?

shub2 works

mmm · 23-05-2015, 11:58

shub1 works for me, in modem mode!

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

Code:

22/04/2015 14:50:13 	 22/04/2015 14:50:13 	 Critical (3) 	 2436694078 	 TOD established

Error by 1 in the month.

Martin_D · 23-05-2015, 22:15

Quote:

Originally Posted by mmm

shub1 works for me, in modem mode!

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

Code:

22/04/2015 14:50:13 	 22/04/2015 14:50:13 	 Critical (3) 	 2436694078 	 TOD established

Error by 1 in the month.

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

DJSADERS · 26-05-2015, 20:35

Quote:

Originally Posted by Kabaal

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

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...

General Maximus · 26-05-2015, 21:15

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

Paddy63 · 26-05-2015, 23:34

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