Had to Have Superhub.

09-02-2014, 19:58

Hi just been on the phone to virgin,and wanted to upgrade my TV package from M to M+,and been told i had to have a Superhub at a cost of £20 to myself,i was quite happy with my cable modem.

But the main thing is it will tie me into a new 12 month contract which i am not keen on,but the lady when questioned said i could cancel at any time so not to worry to much about the 12 month contract,sounds bizarre otherwise why would they have contracts.? I am still not too happy happy them not being able to leave me on the broadband i am currently on as i only run one computer on it.!

I wonder if i should ring tomorrow and try to the super hub cancelled.

General Maximus · 09-02-2014, 23:14

you'll find that the package you have requested for whatever price you were quoted is for 30mbit bb and not 20mbits. Because 30mbits is on docsis3 you need a docsis3 modem in order for your bb to work and you currently don't have one (hence the shub). There is nothing to stop you from putting the shub in modem mode and continuing to use your current setup as is, whether it is a direct connection to a single device or whether you want to continue using a 3rd party router. Your upgrade is a good thing.

10-02-2014, 08:11

Quote:

Originally Posted by General Maximus

you'll find that the package you have requested for whatever price you were quoted is for 30mbit bb and not 20mbits. Because 30mbits is on docsis3 you need a docsis3 modem in order for your bb to work and you currently don't have one (hence the shub). There is nothing to stop you from putting the shub in modem mode and continuing to use your current setup as is, whether it is a direct connection to a single device or whether you want to continue using a 3rd party router. Your upgrade is a good thing.

Yes but i did not want a new 12 month contract just for taking the hub however good it is my cable modem woks fine.

Its being forced to take a new 12 month contract for something i do not really want that is concerning me thanks.

I did not ring up for a super hub only to increase my TV to M+ from M and they said i had to have Super hub i am very happy with my current 20 MBs.

Thanks for your reply.

General Maximus · 10-02-2014, 09:53

you are not getting a new contract because you need a shub, you are getting a new contract because "you" have asked to have your package upgraded to M+ which will incur a new contract regardless of a shub.

BenMcr · 10-02-2014, 11:27

Technically, going to M+ by itself doesn't trigger a new contract.

However, it's possible that the best offer available was a move onto one of the Collections, which likely would constitute a new contract, and would also require an upgrade to 30Mbit and a SuperHub

10-02-2014, 20:40

Quote:

Originally Posted by BenMcr

Technically, going to M+ by itself doesn't trigger a new contract.

However, it's possible that the best offer available was a move onto one of the Collections, which likely would constitute a new contract, and would also require an upgrade to 30Mbit and a SuperHub

Thanks Ben that is what i was indeed told.

But i was also told i could cancel anytime in the 12 month contract.

But seeing as i only wanted M+ they are taking the mick by trying to flog me something i do not really want,plus a new 12 month contract.

Will be on to them in the morning cancelling said contract,fixed phone line and M+.

Will take broadband only and that just because BT does not offer anything better in my area at the moment.

Matth · 12-02-2014, 00:47

With the planned 50Mb upgrade, EVERYONE will need superhubs, and it says:
http://help.virginmedia.com/system/s...%5D%5BBBNAT%5D

Quote:

If I need a new Super Hub is it going to be free?
Yes, if you need a new Super Hub we’ll provide it free of charge. All you need to pay is a small amount for the postage.

qasdfdsaq · 12-02-2014, 02:51

Quote:

Originally Posted by Matth

With the planned 50Mb upgrade, EVERYONE will need superhubs, and it says:
http://help.virginmedia.com/system/s...%5D%5BBBNAT%5D

That page does NOT say EVERYONE will need Superhubs, it clearly says:

Quote:

Will I need a new modem or router before I can be upgraded to the new superfast broadband speeds?
You might do. Some customers will need a new Super Hub before we can upgrade their broadband speeds in 2014. If you’re one of them, we’ll let you know when you’re ready to receive your upgrade and provide you with a Super Hub beforehand.

BenMcr · 12-02-2014, 10:42

Quote:

Originally Posted by qasdfdsaq

That page does NOT say EVERYONE will need Superhubs, it clearly says:

Indeed it does. But that Answer applies to all the retiering. So anyone that already has a SuperHub obviously won't need another, which will apply to most customers currently on 30Mbit and above.

But how do you expect customers currently on 20Mbit to go to 50Mbit without having D3 kit i.e. a SuperHub?

Kushan · 12-02-2014, 12:06

Quote:

Originally Posted by qasdfdsaq

That page does NOT say EVERYONE will need Superhubs, it clearly says:

Quote:

Originally Posted by BenMcr

Indeed it does. But that Answer applies to all the retiering. So anyone that already has a SuperHub obviously won't need another, which will apply to most customers currently on 30Mbit and above.

But how do you expect customers currently on 20Mbit to go to 50Mbit without having D3 kit i.e. a SuperHub?

Yeah, I also read that as "if you don't have a superhub, you'll need one. If you do have a superhub, you're ok". Not really the best wording.

qasdfdsaq · 12-02-2014, 16:56

Quote:

Originally Posted by BenMcr

Indeed it does. But that Answer applies to all the retiering. So anyone that already has a SuperHub obviously won't need another, which will apply to most customers currently on 30Mbit and above.

But how do you expect customers currently on 20Mbit to go to 50Mbit without having D3 kit i.e. a SuperHub?

Well of course, people who don't have D3 kit will need D3 kit, nothing I or the site said has contradicted that.

It's the claim that all users, including those already with D3 kit, e.g. VMNG300's or Superhub 2's will also need a Superhub, which is false.

BenMcr · 12-02-2014, 17:39

Technically it says 'some' not 'all', but anyway, I've already asked that it be updated to make it bit clearer that it's those with modems that'll need a SuperHub.

qasdfdsaq · 12-02-2014, 19:00

That was exactly my point - Matth said "EVERYONE" - the website said "some".

BenMcr · 12-02-2014, 20:16

Ah ok, apologies then.

Matth · 13-02-2014, 00:37

Ok, then, everyone on the 20Mb tier that is implied in this case, will need the superhub, and unless it comes in a lead lined box, £20 is not "a small amount for postage"