50M : Superhub is nowhere near as bad as people say!

[pip08456]

Originally Posted by Masque

Not had any complaints about upload and remember these are used from Brighton to Glasgow and many places inbetween.

http://www.cableforum.co.uk/board/12...oad-speed.html

to name but one.

[Peter_]

Originally Posted by pip08456

http://www.cableforum.co.uk/board/12...oad-speed.html

to name but one.

As that is a Cisco and not a BSR which jb66 is referring to and I myself am connected to a Cisco on the same regional headend as Wigan.

[darkm]

Originally Posted by Masque

Well seeming as they work on either Cisco uBR's or Motorola BSR's without any issues and they are the 2 manufacturer's that we use the is no issue, so a good bit of misinformation.

Well i still have an issue with my upload speed, sitting at half at what it should be on 30 meg. Had to even raise a complaint on the web as not enough people that I have spoken to over the phone have a clue as to what they are talking about. People even tried to close my complaint and justified it by sending me the Traffice management policy.

Thankfully someone over on the community forum website has raised this and is currently being investigated by Cisco..

There are plenty of posts about the superhub and restricted speeds both here and on the community forum website. perhaps you should take a look and not be so defensive over a product even by virgins own admission is defective and has required firmware updates to resolve mulitple problems which shouldn't have happen..

[Peter_]

Originally Posted by darkm

There are plenty of posts about the superhub and restricted speeds both here and on the community forum website. perhaps you should take a look and not be so defensive over a product even by virgins own admission is defective and has required firmware updates to resolve mulitple problems which shouldn't have happen..

Not being defensive as we have very few incoming calls over the hubs and if the was a major issue we would be made aware on our intranet as we have been over the firmware issue.


if the was a big an issue as the few posters on all the forums combined say the are then we would be inundated with calls, but considering the amount of hubs in circulation we get a relatively small amount of calls with regards to these devices.

In fact we get more calls where the are issues with existing standard modems which we either replace or send an engineer.

[darkm]

Originally Posted by Masque

Not being defensive as we have very few incoming calls over the hubs and if the was a major issue we would be made aware on our intranet as we have been over the firmware issue.


if the was a big an issue as the few posters on all the forums combined say the are then we would be inundated with calls, but considering the amount of hubs in circulation we get a relatively small amount of calls with regards to these devices.

In fact we get more calls where the are issues with existing standard modems which we either replace or send an engineer.

Well as we dont have the stats about the calls its doesnt matter. The fact remains it is a problem and also through the numerous amount of calls that I have made to vigin not one person knew and could even understand the issue or even attempt to resolve.

Hence the inadequate training and poor communication within virgn media as only a select few know the problems with the superhub and certain ubr, I believe some of the issue was with the cisco 10k kit. But not one person that i have spoken to on the phone knew of the issue but rather tried to blame it on utilization, traffic management or simply its the internet.

So tell me as a paying customer how am I suppose to have faith in this service if the people delivering fail to understand their own products and services.

Even before virgin publically admitted the issues with the superhub the staff on the phone thought the superhub was the best thing since slice bread.

We all know this isnt true, we all know there are problems with the hub... just fix the hub and whatever ubr's that need fix and stop hiding behind the excuse oh most peoples is working, its fine here and there because it isnt fine.

And Masque since so you know what the problem is with users speed being restricted can you please share the information here as to what the problem is, what virgin have done to resolve it, any existing fault references for this.

[Peter_]

Originally Posted by darkm

Hence the inadequate training and poor communication within virgn media as only a select few know the problems with the superhub and certain ubr, I believe some of the issue was with the cisco 10k kit. But not one person that i have spoken to on the phone knew of the issue but rather tried to blame it on utilization, traffic management or simply its the internet.
.

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.

[darkm]

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...

[Stephen]

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

[darkm]

Originally Posted by Stephen

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

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.

[Peter_]

Originally Posted by darkm

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...

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

[kalleh]

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.

[darkm]

Originally Posted by Masque

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

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....

[Helix]

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.

[Chrysalis]

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.

[jonop360]

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