Superhub Can Someone Explain WHY the SuperHub is so...bad? - Page 2

Stephen · 14-06-2011, 20:49

Quote:

Originally Posted by KenK

Yes, it would all be about money and marketing, not about customer service.

Other guesses: they couldn't agree a cheap-enough or short-enough new contract with the modem-only supplier; and they wanted a device they could call a hub, to compete with BT's advertising.... and still got people to pay for it ...

Total nonsense.

The superhub was brought out to make things simpler for customers to set up their broadband and create a network in the home, rather than farting around with a separate modem and router.

For the majority of customers it's done exactly that. BT homehubs aren't exactly perfect themselves. I mean they are now on the third model of it.

markie1966 · 14-06-2011, 21:02

Quote:

Originally Posted by Stephen

Total nonsense.

The superhub was brought out to make things simpler for customers to set up their broadband and create a network in the home, rather than farting around with a separate modem and router.

For the majority of customers it's done exactly that. BT homehubs aren't exactly perfect themselves. I mean they are now on the third model of it.

total nonsense??

hes right about the customer service...its degraded badly over the last year

as for making it simpler....try saying that to all the gamers that have posted venting their anger at the superhub dropping connections or lagging

and bt on their 3rd hub....fair enough if they are....but at least they are improving their hub everytime....how many versions of the superhub will there be before vm get it right???

Peter_ · 14-06-2011, 21:18

Quote:

Originally Posted by internetuser

Hmm, with your SuperHub, you get almost double the latency on the Manchester Server and almost 1/3 more on the Birmingham one than me

Were they better with the VMNG300???

I had an Ambit 256 before the Superhub and I get better speed and ping with the Superhub.

Stephen · 14-06-2011, 21:20

He wasn't saying customer service has gone down hill.

It's not about the gamers. It's about the majority of the vm customer base, who would find the superhub simpler to use. The gamers is why there is a modem only mode being introduced.

VM have got the superhub right in some respects and as I say it's been working perfectly fine for me in every way.

KenK · 14-06-2011, 21:33

Quote:

Originally Posted by Stephen

Total nonsense.

The superhub was brought out to make things simpler for customers to set up their broadband and create a network in the home, rather than farting around with a separate modem and router.

Really? I've got broadband and an adequate network in my home with separate devices - it isn't broken, so what made VM decide I want them to fix it for me?

Quote:

Originally Posted by Stephen

For the majority of customers it's done exactly that.

And for many posting on here, it hasn't. Are they all just wrong?

Why did VM pick such an apparently limited and unreliable device? (answer IMO: it was cheap.) Why did no-one in VM think that some high-spending customers might have also spent a lot of money on their home network, and only require VM to supply a modem? (answer IMO: they did, but modem resupply was too pricey.) Why did they rush it out before it was ready - fact: multiple firmware updates in 6 months = it was not ready - (answer IMO: faulty supply decisions mean it's all they have.)

Quote:

Originally Posted by Stephen

BT homehubs aren't exactly perfect themselves. I mean they are now on the third model of it.

I didn't say they were perfect, I just said VM wanted something to advertise against them.

---------- Post added at 22:33 ---------- Previous post was at 22:29 ----------

Quote:

Originally Posted by Stephen

The gamers is why there is a modem only mode being introduced.

It should have been there on day 1, not still waiting 6 months later.

Quote:

Originally Posted by Stephen

VM have got the superhub right in some respects and as I say it's been working perfectly fine for me in every way.

But only in some respects, and you can't just dismiss the complaints, or say it'll be ok eventually. To those having problems with it, the fact that it works perfectly for you is totally irrelevant - they want their's to work as well.

Stephen · 14-06-2011, 21:34

They didn't but for new customers it's easier. As I already said modem mode will be available for customers that want to use their own routers and currently there is a work around to use your own router.

It was only cheaper in the sense they aren't paying two suppliers, one for the modems and another for the routers.

It was not rushed out at all. I know for a fact it was tested for months before the launch. During that testing everything went perfectly. That's why it launched. Howev once it was with a wider audience there were a few bugs that were missed in testing. Not every eventuality can possibly be covered in testing.

Reason for the multiple updates was that once a bug got found VM attempted to resolve it ASAP rather than Waiting to fix a few at the same time.

Peter_ · 14-06-2011, 21:35

The vast majority of Superhub users have no issues and the are well over 300,000 in circulation and this is growing by the day.

KenK · 14-06-2011, 21:45

Quote:

Originally Posted by Masque

The vast majority of Superhub users have no issues and the are well over 300,000 in circulation and this is growing by the day.

Are all the people who say they are having problems just wrong? Should they all just go away? Are VM going to cancel their contract if VM cannot make VM's service and VM's equipment work adequately? And re-imburse what VM have already charged?

Peter_ · 14-06-2011, 21:48

Quote:

Originally Posted by KenK

Are all the people who say they are having problems just wrong? Should they all just go away? Are VM going to cancel their contract if VM cannot make VM's service and VM's equipment work adequately? And re-imburse what VM have already charged?

It is a small percentage of customers with issues and modem mode will help remedy that issue plus the is a second supplier coming online in a few months with another version of the Superhub which will look identical and perform in the same way as the existing model by which time modem mode will be on both devices.

The second Superhub is to ensure a constant supply of equipment as both companies will continue to supply the Superhub.

KenK · 14-06-2011, 21:57

Quote:

Originally Posted by Stephen

They didn't but for new customers it's easier. As I already said modem mode will be available for customers that want to use their own routers and currently there is a work around to use your own router.

No one defending 'super'hub seems to answer the question - why was modem mode not available on day 1?

Quote:

Originally Posted by Stephen

It was not rushed out at all. I know for a fact it was tested for months before the launch. During that testing everything went perfectly. That's why it launched. Howev once it was with a wider audience there were a few bugs that were missed in testing. Not every eventuality can possibly be covered in testing.

Then the testing should have been carried out with a wider audience. And the roll-out should have been stopped when the bugs were discovered.

---------- Post added at 22:57 ---------- Previous post was at 22:55 ----------

Quote:

Originally Posted by Masque

It is a small percentage of customers with issues

So what? I'll resort to repeating part of my own post: Are all the people who say they are having problems just wrong? Should they all just go away? These are customers having problems now. Are VM just ignoring them?

markie1966 · 14-06-2011, 22:22

it was tested for months??

not try gaming for a few minutes when on a break from looking at websites?? just on the off chance that some people on vm actually use it for gaming??

i mean all the adverts in mags and papers telling the gaming community that theres "fewer lags so ur gaming experience is better on vm"....didnt they even TRY gaming as a test??

ffs stop defending a product that DOESNT provide the end user what vm claim it provides

im not talking about the speeds here...for me they are fantastic

but try gaming using a pc, xbox, ps3 and see how many disconnects you get...or how badly u lag....which RUINS gameplay

just fix the damn thing so it does what vm claim it does

btw are u really saying that this new modem mode will eliminate lag for gamers?? can i have that in writing????

jonop360 · 14-06-2011, 22:39

had a new swuperhub put in on sat morning because the old on rebooted everyday then died for around 16 hours,
the difference is like night and day
were i was getting 2.000 banwidth
on blackops before im now getting full 10.000
were able to run 2 xboxes at the same time now with no lag at all
this new one so far is fantastic perhaps like me you just got a dodgy one try getting it swapped

Stephen · 14-06-2011, 22:40

I game wirelessly on the superhub with my PS3 and 360 and have a great connection. Lag is fine and so are the speeds. It's never dropped out on me while gaming either.

So for me it's perfect, no issues at all.

markie1966 · 14-06-2011, 22:47

Quote:

Originally Posted by Stephen

I game wirelessly on the superhub with my PS3 and 360 and have a great connection. Lag is fine and so are the speeds. It's never dropped out on me while gaming either.

So for me it's perfect, no issues at all.

swap yours for mine then??

Fspiders · 14-06-2011, 22:57

Never mind gaming!

In wireless mode my hub drops several times an hour even with no computers connected wired or wireless. So it's nothing to do with my set up or my wireless devices or my network.
Just the plain simple fact of enabling wireless causes my hub to stop working correctly within an hour.

As it's my second hub I doubt changing it will help. All was fine until they upgraded to the r26.

Not everyone is using wireless so that will drop the amount of complaints and even I've not bothered complaining any more. Just waiting for the modem update part now.