Superhub : SH2 AC Hub delivered but no power adapter

[richard s]

Well got my H2C today upacked and low and behold there is no power adapter... phones up virgin and explained to the Scottish lady that I had no power adapter supplied with the hub. She said that I could use my Hub 1 power adapter... I looked at the ends of the jack input on the H2C hub and the pin is thicker and no way will the Hub 1 jack fit in there (the book does state that you should use the adapter supplied with the H2C).

Phones up again, get transfered... after explanation again, this time a guy who said that they have never had this before!!! Anyway a new adapter will be with me on Monday (I await).

Moral of the story is do not use the Hub 1 jack for any other hub with thicker pins. Hope the Virgin staff all get the right info in future. Done the phone survey and explained also.

[Kushan]

Originally Posted by richard s

Well got my H2C today upacked and low and behold there is no power adapter... phones up virgin and explained to the Scottish lady that I had no power adapter supplied with the hub. She said that I could use my Hub 1 power adapter... I looked at the ends of the jack input on the H2C hub and the pin is thicker and no way will the Hub 1 jack fit in there (the book does state that you should use the adapter supplied with the H2C).

Phones up again, get transfered... after explanation again, this time a guy who said that they have never had this before!!! Anyway a new adapter will be with me on Monday (I await).

Moral of the story is do not use the Hub 1 jack for any other hub with thicker pins. Hope the Virgin staff all get the right info in future. Done the phone survey and explained also.

That's particularly bad advice from them! It was worse a few years ago, the adapter supplied with the D-Link DIR-615 was the same size as one of the modems (I forget which one, I want to say the Ambit 300 but I genuinely don't remember), but voltage was completely different. The end result was it worked fine for days or even weeks but eventually (if you were lucky), the D-link would give up the ghost. If you were unlucky, it literally caught fire.

[ccarmock]

I have seen other examples of this - when I had my business Cable modem service (delivered via the Scientific Atlantic EPC2100) upgraded to the 50 Mb/s service using a business SH1 they used the PSU from the EPC2100 which worked with the superhub. Then after a while the service failed - the superhub went into a continuous reboot cycle. Now this coincided with the number of downstream channels increasing from 4 to 6. I suspect this needed slightly more power that the incorrect PSU was unable to provide. It took VMB 3 days to solve that one.

Moral of the story *always* insist that the PSU that came with the device is used and never allow re-use, unless it's just a like for like swap of the device.

[BenMcr]

Problems with reusing the wrong power supply is why this article exists on the Virgin Media help site:

Checking your router has the correct power supply

http://help.virginmedia.com/system/v...A-FA750E63B96A

It was more of an issue going from the older modems to the SH1 - as you've found the SH2 and SH2ac have a different connector, as does the Hub 3.0

[General Maximus]

maybe you should email that to all the customer service agents. Being given incorrect information and bs is why customers get ****ed off. They have to make repeat phone calls to get the simplest of problems fixed.

[Kushan]

They wouldn't read it.

[cookie_365]

When I had a problem with the power adapter on my SH1 making a noise I posted on the official VM forums, and one of their CS team got a replacement sent out within a couple of days.

http://community.virginmedia.com/t5/...unityHubForums