Superhub How to force software update?

hjf288 · 13-01-2012, 13:29

My superhub hasn't been used for ages and is running R25...

How do I get it to update to R30 so I can use modem mode?

I've tried leaving it off for a minute and turning it back on and it hasn't updated.

Called tech support, 1 woman told me it was updated already even though it clearly says R25, one told me it was impossible and I would need a new hub, one scottish woman said it could be my drivers or server and I would need to pay Â£10 to have it updated.

Now I know all the above is bull... but how do you actually get it updated?

thenry · 13-01-2012, 13:34

it should do it automatically.

192.168.100.1
login (defaults- username: admin ~ password: changeme)
advanced settings below 3 boxes
the status page should be the first you see.. on it...
Software Version V5.5.2R30

have you got the unit replaced.. had a new SH sent out to you?

hjf288 · 13-01-2012, 13:39

The final person I spoke to on the phone (Retentions) said they will just send out a new superhub and should be here next week, but he also called up Tech support who said it was a problem with my wireless card hence why they passed me through to paid tech support.

The system I'm using doesn't even have a wireless card and I told them that!

Information
Standard Specification Compliant EU DOCSIS 3.0
Hardware Version 2.00
Software Version V5.5.2R25

Status
System Up Time 0 days 00h:26m:58s

thenry · 13-01-2012, 13:53

when you get your new SH in the box open it using the correct rip off strip.. unpack taking out the new SH, power cable and instructions... follow the steps and activate.

there will also be a return sticker within the box you get. wrap up your old SH and put the old power cable into the mini box and place it back into the box. under the flap.. where you ripped off the strip to open the box will be a plastic protector, another pull off to get to the glue, take the plastic off and seal the box with of course your old SH and power cable within.. then stick that return sticker on top of the sticker thats already on the box with your details on.. pop into Royal Mail and hand it over. its all pre paid.

you should get instructions within the box for the return process anyway but thats just a heads up.

hjf288 · 13-01-2012, 13:54

Seriously though ... I need a new superhub?

Can't they just fire the software update out or force it like they did during the trials?

thenry · 13-01-2012, 13:56

did you post up on the community forum? if not you should have done but anyway you've now got the new SH coming so just see how you get on with that. you might as well get rid of the unit you have seeing as it doesn't want to grab the new firmware.

Peter_ · 13-01-2012, 14:55

Try a pinhole reset as per this link.

CLICK ME

hjf288 · 13-01-2012, 15:29

Quote:

Originally Posted by Masque

Try a pinhole reset as per this link.

CLICK ME

That worked, cheers

thenry · 13-01-2012, 15:56

Peter_ · 13-01-2012, 16:27

Quote:

Originally Posted by thenry

That is the correct process.

hjf288 · 13-01-2012, 16:30

Before the update my pings were fine and scheduling type was Real time polling, now its switched to best effort after the update and my latency is all over the place?

Before the update and on the VMNG300 was alot better.. O_o

thenry · 13-01-2012, 16:31

shame 3 agents couldn't get it right and even put forward a charge!! and to think, your jobs going. what we going to be left with? incompetence!!

craigj2k12 · 13-01-2012, 16:39

that is the ideal example of stupidity, firstly offering a new hub, secondly saying it was computer drivers, or a Â£10 call to tech support for wireless assistance, then finally another agent offering to send out a superhub, even though all it needed was a factory reset

how pathetic

Peter_ · 13-01-2012, 16:44

Quote:

Originally Posted by craigj2k12

that is the ideal example of stupidity, firstly offering a new hub, secondly saying it was computer drivers, or a Â£10 call to tech support for wireless assistance, then finally another agent offering to send out a superhub, even though all it needed was a factory reset

how pathetic

I would love to know what the Â£10 charge was for as we do not have anything on the system and the pinhole reset was on the community forum when the different firmwares came out as the standard fix.

I will only send out a replacement if all other avenues fail, many times a pinhole reset and a Logmein session resolves the issue, just sheer laziness on those agents part.

thenry · 13-01-2012, 16:48

logmein.. urgh