Superhub : can we really write it off?

[carmad]

I voted for the superhub
I have been using it for almost 12 months and it has never caused me any problems at all even using it in wireless mode.
I get excellent coverage all the time.

[djfunkdup]

Yip superhub here as well...though tbh i don't use wireless anyway.everything is hardwired here..

but had no problems with the SH or my connection or anything else for that matter..

yea a lot of the moaners in here prob do have something to moan about,but they need to remember that only a small % of people are having issues..most people get on fine with their connection and equipment..

just because a few of you are having issues ,that does not mean that THE WHOLE FOOKING NETWORK IS ABOUT TO CRASH AND BURN AND FALL TO IT'S KNEES !! geez people chill and i am sure you will get any problems you have resolved

[Chrysalis]

nopanic the problem is I think the call centres arent a credible source of info.

to me the most credible source is the VM forums. What is there is for the public to see so there is no debate what info is been held back etc. and we can judge for ourselves if people posting faults there are actually superhub problems or something else.

Now the issue with masque is he is making his company look bad, I have never heard VM say officially the problems reported are irrelevant, thats just what masque has been saying.

[Peter_]

Originally Posted by Chrysalis

Now the issue with masque is he is making his company look bad, I have never heard VM say officially the problems reported are irrelevant, thats just what masque has been saying.

This is coming from someone who should not have 2 modems on their account but went crying to the CEO's office and someone without a backbone allowed it to happen.


I tell it as it is not as you want to hear it and if you do not want read it put me on ignore.

Exactly how am I making a company look bad if I am telling the truth, do please read my signature below as well.

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[Sephiroth]

Masque

In the context of this thread, you AVOID making the company look bad by AVOIDING all comment on the lamentable firmware history and currently acknowledged firmware problems causing SHs to reset to default. I've challenged you on this many times in both places and you still avoid acknowledging the facts - which are also truth.

I wouldn't be surprised if you do the same again in response.

[General Maximus]

can we stop beating Masque up. He has no need to defend VM or spin facts in their favour; the poor dude is losing his job in a few weeks. If he wants to avoid arguing about stuff which we keep going on and on about then that is up to him.

We all know the shub is poop so what difference does it makes whether he admits it or not?

[Sephiroth]

He dishes it out. He gets it back. Seems fair to me.

[Nopanic]

Originally Posted by Chrysalis

nopanic the problem is I think the call centres arent a credible source of info.

to me the most credible source is the VM forums. What is there is for the public to see so there is no debate what info is been held back etc. and we can judge for ourselves if people posting faults there are actually superhub problems or something else.

Now the issue with masque is he is making his company look bad, I have never heard VM say officially the problems reported are irrelevant, thats just what masque has been saying.

What makes you think they aren't a credible source ?

I know there are agents without a clue (sadly) but if anything replacement modems and techs being sent for no good reason would surely make the faults looks worse, rather than better.

No matter the result of the call, the agent has to log that a call has taken place, if their calls do not match their logs, then they are questioned.

Forums offer a more direct view into faults and believe me the forum manager (Mark) isn't one for sitting on the side lines. He goes after resolution and official replies and makes sure your opinions are heard within the ranks.

The problem with forums, is 10 people can make an issue look massive and when you come down to the numbers, the amount of faults doesn't make the SH look like a failure, (the figures I see anyway).

VM addressed the issues seen with firmware releases. OK they shouldn't have released the SH before these fixes were in place, but you live and learn. They also took the modem only feedback and made it happen, again something they shouldn't of needed to have been told to do.

As I've said I'm not a SH fan, I like to have my own router but from a support POV for the likes of Mas, a single unit makes calls so much easier and for average Joe public it means that they can have that wireless network, with 24 hour "free" support.

[Sephiroth]

Nopanic makes a good point about having 24 hour free support with all the SH facilities used.

The other half of the equation is something he does in fact partially acknowledge. The offshore support centre has a poor reputation by reason of customer reports on the forums.

But I'd like to take Nopanic up on the "you live and learn point". What VM did was actually reckless, messing its customers up big time. There is no service delivery principle that excuses such recklessness and no amount of Nopanic's voice of reason can give VM any comfort.

Finally, I acknowledge Nopanic's point on how things can be blown up by a few people. But if you strip it down to basics on the SH, reckless release, a year to get modem mode, poor wireless, still buggy in router mode VM should be out there apologising rather than pronouncing the wretched thing as this on their web site:

Discover unbeatable wireless with the Virgin Media Super Hub combined modem and router. Features include:

The best wireless broadband performance available

It's not honest.

[jb66]

When virgins own staff suggest to use mode mode to solve wifi issues then there is no argument the hub is guff

[markie1966]

have to agree abut the wifi.....before i put the hub into modem mode i did a little experiment on my 30mb connection

pre modem mode i did a speed test wirelessly from 6 feet away and got 11mbps...from the other side of the house it dropped to 7mbps

post modem mode using my own router those speeds went up to 28 mbps and 25 mbps from the exact same places

i know theres others who say its worked flawlessly for them from day one...it just has to be asked tho...how come it has worked well for some and not so well for others?

thats why i voted for modem mode

[Peter_]

Originally Posted by Sephiroth

Masque

In the context of this thread, you AVOID making the company look bad by AVOIDING all comment on the lamentable firmware history and currently acknowledged firmware problems causing SHs to reset to default. I've challenged you on this many times in both places and you still avoid acknowledging the facts - which are also truth.

I wouldn't be surprised if you do the same again in response.

I have never taken a call with a Superhub resetting itself in the 12 months it has been on the system but I have seen posts with them resetting, no idea if this is just a coincidence or whether those people have only posted on the forums.

So as I have never seen one do this or even had that call everything I read is 2nd hand, remember we can now remotely access your desktop and not had that issue, most issues seem to be around the Atheros drivers which can be resolved on a lot of calls simply by updating them.

Another fix is going into Services and unticking everything except IPSEC Passthrough and PPTP Passthrough then putting the transmit mode to 145, it is amazing how many work after just doing that.

[Nopanic]

Originally Posted by Sephiroth

Nopanic makes a good point about having 24 hour free support with all the SH facilities used.

The other half of the equation is something he does in fact partially acknowledge. The offshore support centre has a poor reputation by reason of customer reports on the forums.

But I'd like to take Nopanic up on the "you live and learn point". What VM did was actually reckless, messing its customers up big time. There is no service delivery principle that excuses such recklessness and no amount of Nopanic's voice of reason can give VM any comfort.

Finally, I acknowledge Nopanic's point on how things can be blown up by a few people. But if you strip it down to basics on the SH, reckless release, a year to get modem mode, poor wireless, still buggy in router mode VM should be out there apologising rather than pronouncing the wretched thing as this on their web site:

Discover unbeatable wireless with the Virgin Media Super Hub combined modem and router. Features include:

The best wireless broadband performance available

It's not honest.

It's like your doing a speech .. or we're are having a debate to a live audience ..

But I'd like to take Nopanic up on the "you live and learn point". What VM did was actually reckless, messing its customers up big time. There is no service delivery principle that excuses such recklessness and no amount of Nopanic's voice of reason can give VM any comfort.

See now this is a bit over the top, I admit customers got hassle from the SH, but it's not like every customer lost service for months .. it gave a small percentage of users poor wireless or reboots and of course for those customers it was a PITA, but lets face it, VM have more customers affected by cars hitting cabs than they do complaints about the SH ..


As for giving comfort, this would suggest someone is sitting somewhere drinking heavily crying about a mistake they made with the SH .. this maybe the case (certainly not me).. but what's more likely is someone ranking in VM has handed a list of issues to a techy and said fix it and don't make this mistake again.

VM released a modem before it was ready, they released some advertising that didn't look great to the customers with the issues. Feel free to hate them for it, but in the grand scheme of things, its not that big a deal.

(all comments as below are my own and I have/had no say in anything around the build of the SH)

[kwikbreaks]

Originally Posted by Nopanic

VM have more customers affected by cars hitting cabs than they do complaints about the SH ..

The difference is that VM have no absolute control over cars hitting street cabs but they do over what hardware they issue to customers.

Over 6 months to find a memory leak given the level of complaints surely must have pointed to a firmware bug smacks of incompetence.

Doing a network file transfer on mine using 300Mbps mode keeled it over in minutes. I reported that on the forum and the replacement hub they sent did exactly the same (also reported) so recreating that particular problem wasn't hard yet the fix didn't come until months later.

[Sephiroth]

Originally Posted by Nopanic

......
VM released a modem before it was ready, they released some advertising that didn't look great to the customers with the issues. Feel free to hate them for it, but in the grand scheme of things, its not that big a deal.

(all comments as below are my own and I have/had no say in anything around the build of the SH)

You see - that's it. There is no principle of service delivery that excuses VM from releasing the SH before it was ready and there was no alternative available to users.

Likewise, there is no principle of honesty that excuses VM from misleading the customers by making that wretched device look great, so enticing them onto the broadband service. VM continues to do so on its web site.

In the grand scheme of things, such matters are important for reputability and proper treatment of customers.

You shouldn't be diminishing that.

And I don't hate VM. Quite the contrary since I've no complaint about my broadband & TV service.