Virgin to give new Superhub out. - Page 22

qasdfdsaq · 06-01-2011, 23:04

Well all new 50mb customers are supposed to get the Superhub for free so if he doesn't he kinda has a case...

Stephen · 06-01-2011, 23:13

Quote:

Originally Posted by qasdfdsaq

Well all new 50mb customers are supposed to get the Superhub for free so if he doesn't he kinda has a case...

I wouldn't say he does as he refused it at install.

qasdfdsaq · 06-01-2011, 23:42

That's why I said kinda.

Masque, are you absolutely sure the VM Superhub remain supported and will be replaced by VM in the case of a fault for the duration of the contract subscription?

The website explicitly states the VM Hub (non-super) only comes with a 2-year warranty (dependant on the user remaining a VM customer) and while it doesn't specifically say anything different about the Superhub I can't see being any longer.

BenMcr · 07-01-2011, 00:09

I'll get that checked tomorrow. I'm guessing that only applies to any extra kit like the USB adapters and the wording should reflect that

qasdfdsaq · 07-01-2011, 00:41

Yeah, that's what I'd have expected, but the wording says otherwise:

"The Virgin Media Hub has been designed for use with Virgin Media's Broadband service and includes a 2-year service warranty (for wireless router, wireless USB adapter and wireless laptop card) but this is dependent on you remaining a Virgin Media Broadband customer and using the Broadband and wireless equipment that we provide to you and recommend you use during that 2-year period."

It's a little ambiguous ("wireless router") but either way it'd be good to know for sure. Thanks in advance for checking.

Peter_ · 07-01-2011, 05:18

Quote:

Originally Posted by qasdfdsaq

That's why I said kinda.

Masque, are you absolutely sure the VM Superhub remain supported and will be replaced by VM in the case of a fault for the duration of the contract subscription?

The website explicitly states the VM Hub (non-super) only comes with a 2-year warranty (dependant on the user remaining a VM customer) and while it doesn't specifically say anything different about the Superhub I can't see being any longer.

As both hubs are modems they will be supported for the term of your contract as they at all times remain the property of Virginmedia.

As Ben says the 2 year period will be for the USB adaptor.

jb66 · 07-01-2011, 06:44

That's a joke, the installer risked getting in trouble to give you a regular modem then you call up to get the superhub he wanted to give you in the first place. Then they then give you money for the inconvenience you caused yourself by not accepting the hub!

I have 5 vmg300s left in my van incase I meet someone who insists on using their own router, but after reading this it seems it's not worth the hassle as they might call up to get a hub.

Peter_ · 07-01-2011, 06:49

Quote:

Originally Posted by jb66

That's a joke, the installer risked getting in trouble to give you a regular modem then you call up to get the superhub he wanted to give you in the first place. Then they then give you money for the inconvenience you caused yourself by not accepting the hub!

I have 5 vmg300s left in my van incase I meet someone who insists on using their own router, but after reading this it seems it's not worth the hassle as they might call up to get a hub.

They should accept whatever equipment is given.

jb66 · 07-01-2011, 06:59

Virgin should have released firmware to disable the router

whizzard · 07-01-2011, 07:53

Quote:

Originally Posted by jb66

Virgin should have released firmware to disable the router

All in good time. Obviously at launch they were looking at the general userbase overall. Apparently the next firmware update is coming imminently - what is included in that we shall have to wait and see.

Ignitionnet · 07-01-2011, 10:27

Quote:

Originally Posted by Skie

So it turns out that my tomato toting WRT54g can't handle above 26Meg on the lan, looks like I need a new router anyway. Called Virgin up to ask if I could be sent the hub (rather than fork out more for a new one) and they were only too happy to send it for free and even knocked the installation charge off the bill for the inconvenience. Result I think, though would have been happier if my current router had worked, not sure I'll like being back on a bare-bones router.

Hilarious

qasdfdsaq · 07-01-2011, 12:05

Quote:

Originally Posted by Masque

As both hubs are modems they will be supported for the term of your contract as they at all times remain the property of Virginmedia.

As Ben says the 2 year period will be for the USB adaptor.

I see. Looks like the website small print is wrong again then.

Skie · 07-01-2011, 12:46

Quote:

Originally Posted by jb66

That's a joke, the installer risked getting in trouble to give you a regular modem then you call up to get the superhub he wanted to give you in the first place. Then they then give you money for the inconvenience you caused yourself by not accepting the hub!

I have 5 vmg300s left in my van incase I meet someone who insists on using their own router, but after reading this it seems it's not worth the hassle as they might call up to get a hub.

If he had stuck around to do a speedtest I'd have known there was an issue with the existing router, nixed it and happily accepted the hub. He didnt, so what do you want me to do?

I did explain that he was doing the right thing so hope he dosent get into any bother, but how that is translated by CS is anyone's guess.

Quote:

Originally Posted by Masque

They should accept whatever equipment is given.

To be fair they should be giving out equipment that is suited to the job. The super hub is touted as being ideal for multi-user households, so what do they expect to be finding when installing them, one pc directly connected? Of course there are going to be existing routers, the option to run in bridge mode should have been there out of the box.

jb66 · 07-01-2011, 13:01

I agree before they abolished standalone modems, bridge mode should have been enabled first. You could buy a better router to run your custom firmware but now that you've decided to get a hub it's obviously not that important afterall.

Peter_ · 07-01-2011, 14:48

Quote:

Originally Posted by Skie

To be fair they should be giving out equipment that is suited to the job. The super hub is touted as being ideal for multi-user households, so what do they expect to be finding when installing them, one pc directly connected? Of course there are going to be existing routers, the option to run in bridge mode should have been there out of the box.

You get the equipment that the engineer issues you with as what he provides is more than capable of running at the speed you have been installed with if you fail to accept that then call Customer Relations and ask them to disconnect and then you can say goodbye.