By: MarkJ - 22 February, 2011 (11:56 AM)
virgin media uk superhubvirgin media uk best broadband ispCable operator Virgin Media has confirmed that some owners of its new SuperHub (NetGear VMDG480) broadband ISP router, which comes with their latest 100Mbps, 50Mbps (XXL) and 30Mbps (XL) packages, are being affected by a "data throughput" issue that can slow their internet access speeds.

A number of customers have also reported connection and website loading problems since changing to the new kit. The issue is especially annoying for those who have just lashed out £30 for the privilege of upgrading from their old XL speed of 20Mbps to the new speed of 30Mbps, only to find sub-20Mbps performance as a result (especially at peak times).

Customers on Virgin Media's Support Forum further claim that the operator has so far managed to blame almost everything else under the sun rather than admit that the fault might be with their own kit or network.

Virgin Media Customer, Harold Allen, said:

VM responses so far

1) It's your equipment's fault

2) your anti virus is causing the problem

3) you shouldn't use 3rd party websites to test connections as since upgrading to the 50 meg service they are now lying to you

4) their (VM's) network is absolutely fine and are not showing any faults ( Pete_R from VM is frequently telling people this is his responses to posts)

5) you need to have a technician sent to your house to check your connection and they cannot find any problems with 'their' kit

6) you are getting very poor support from VM in this matter

7) the hub is so fast that your equipment can't deal with the info

It's understood that some of the connection problems can be resolved by un-ticking IP Flood Detection in the SuperHub's advanced settings (services tab). However this does not resolve the speed issues and others have reported that the difficulties return if you reboot the device (i.e. turn it off and on). Thankfully The Register notes that Virgin Media has now coughed up to the issue and promised a firmware update in the very near future.

Virgin Media Statement

"Whilst the vast majority of customers are unaffected, we are actively investigating reports of reduced performance under some configurations. Testing is under way, and we expect to resolve the issue by a firmware update which will be automatically pushed out to SuperHub users as soon as a fix has been confirmed."

The bad news is that there's no firm ETA for when this update, which will be applied to SuperHub's automatically, will actually happen. However, one of Virgin's forum support managers did recently offer a rough indication about when it might become available, but affected individuals aren't going to like it.

VM's Help and Support Forum Manager, Mark Wilkin, said:

"We're currently planning to release the latest SuperHub firmware update, which will include "Bridge Mode" which enables you to use your own router alongside the SuperHub plus with a number of bug fixes, in May.

If you're interested in helping us test this firmware we'll be looking for volunteers from the forum for testing in April. We're not looking for volunteers just yet, if you're interested keep an eye out for an announcement closer to the trial.

These dates are only provisional at the moment, but we hope to confirm them in the next few weeks and will update this announcement when we do."

May 2011 is a very long time to wait for your broadband performance to be fixed and in the meantime affected customers may feel as if they are paying a premium for a service that is performing well below its expected level. Separately a number of customers have also reported performance and coverage problems with the new hub's wireless ( Wi-Fi ) capability.
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Comments: 143

asa logoBTSUCKS
Posted: 22 February, 2011 - 1:11 PM
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MAY 2011!!!! Unacceptable, equipment should had been tested throughly before they even supplied it.

Theres too much games-manship between BT and Virgin going on with regards to fiber based services.

To me so far all it achieves is end customer frustration on both platforms.
asa logoWendy Swallow
Posted: 22 February, 2011 - 1:43 PM
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I was just gonna pick the phone up and upgrade to the 50MB and get the new superhub, but after reading this today think i will wait until they fix the issues instead of risking paying for it and then finding the same problems as stated above and not having a fix available till May
asa logoMr C Jenks
Posted: 22 February, 2011 - 2:05 PM
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The Virgin Media "service" is not a service at all. After a very hit and miss connectivity problem we were told the upgrade to 50mb's was the answer. What a load of rubbish. The technical assist will not solve the problem they told us to go out and buy a cable. The customer service told us the engineers were not able to resolve the problem that we had no service. The router is plonked on a cable and you will not get any wireless connectivity which apparently is the customers fault and the customer needs to find someone they know that can help them.
Do two things this year
1. Cancel Virgin Media from your life, vote with your money - they are failing miserably at even providing something that works as advertised.
2. Take this company to Trading Standards immediately.
asa logoSteven Johnson
Posted: 22 February, 2011 - 2:43 PM
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I've recently upgraded to 30mb and having to use this Superhub... Wireless performance is terrible, I've tried everything to improve it's performance. I'm annoyed that I paid 30, and I have to use this Superhub over my previous and very reliable equipment.

Not a happy customer...
asa logoNigel McLelland
Posted: 22 February, 2011 - 3:06 PM
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I agree Stephen, I am having problems @ peak times and other issues. - not happy either.
asa logoJonathan Marriott
Posted: 22 February, 2011 - 3:12 PM
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Using wireless, the performance on 30MB is no better than the 20MB service. The literature refers to the use on a N dongle but they don't supply one.

Works fine cabled, but the point of the superhub is to make "Superfast" broadband available, but so far it's not doing as good a job as its predecessor.
asa logoVM
Posted: 22 February, 2011 - 3:25 PM
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They (Virgin Media) had refund me 30 back into my account and ask me to use my old modem that support 50 meg for time being on black modem VMNG300 and leave out superhub until May / June.

Black Modem VMNG300 reported 51.42Meg while superhub reported 27.34Meg
asa logoDarren Potter
Posted: 22 February, 2011 - 4:22 PM
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I will be demanding my 30 back and downgrading my internet until this HUB gets fixed...

What a damn cheek!
asa logoSean B
Posted: 22 February, 2011 - 5:06 PM
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LOL! So it isn't my laptops wireless adaptor, or my PS3, or my iPhone at fault...

I will be downgrading immediately until this gets sorted. I refuse to pay for something doesn't perform.
asa logoVM is a JOKE
Posted: 22 February, 2011 - 5:36 PM
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Better they actually increase capacity and upgrade there networks than to try to beat everyone on speeds.
asa logoKevin
Posted: 22 February, 2011 - 6:48 PM
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Well how nice of them to finally admit that they have a problem with the inferior Netgear modem. Will this mean a credit for all customers affected? since they are not delivering the service advertised and charged for. Spent an hour on the phone to faults one day. Was told so many lies, it must be my anti-virus, heavy traffic in the area, computer configuration, firewall configuration. VM are a pack of liars and cheats. The truth is they rolled out this bug filled not-so-superhub quickly to try and get one over BT. Their staff are highly trained liars. BT, here I come... glee
asa logoWayne
Posted: 22 February, 2011 - 6:51 PM
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Only been fitted a week now and regret moving up to 50meg having trouble with laptop/netbook wii x box and play station wish i had waited so if i was you ppl i would wait to.
asa logoangry
Posted: 22 February, 2011 - 6:53 PM
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paying for 30mbps, this is the speed im getting
asa logoVM
Posted: 22 February, 2011 - 8:26 PM
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Hi All,

Just tell virgin media to put you back on old black modem vmng300 as this one is fine with 10Meg, 30Meg & 50Meg without no issues. But, problem is you have to use your own Cable wireless N router to connection with black box vmng300 as it will be no problem. Ask them to refund you 30 back (activation fee) for the speed troubles with superhub issues. It virgin media own fault for sent out faulty superhub and the service isn't up to it.
asa logoNot-So-Super... Hub
Posted: 22 February, 2011 - 9:39 PM
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They are sending me another hub to see if it resolves my wireless issues. If it's still the same I will be downgrading so I don't have to use the not-so-superhub.

You only have to read the official forums and see the amount of complaints about this device to know something isn't right... money grabbing tools!
asa logoDaryl Wilson
Posted: 22 February, 2011 - 10:35 PM
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Oh dear i thought i was alone with sluggish slow speeds, a return pack will be requested in the morn mixedup
asa logoMike
Posted: 22 February, 2011 - 11:34 PM
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I get great speeds and pings, and wireless signal is good, unfortunately 2-3 times a day connection just suddenly dies I have to turn the superhub off at the mains and turn it back on again - Pretty annoying when you're in the middle of something (video streaming or playing a mp game etc).
asa logoJohn
Posted: 23 February, 2011 - 7:37 AM
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Had the so called superhub installed yesterday, connection dies every couple of minutes as I seem to be stuck in a loop constantly searching for an IP address and this is with the cable attached. After reading all the other posts I've requested a downgrade and return of previous equipment.
asa logoDP
Posted: 23 February, 2011 - 10:44 AM
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afraid not not so super hub, i had 2 fitted in the space of about an hour, still cant connect wirelessly, phone virgin and all you get is turn it on and off again, if you can understand whats being said to you

this hub is rubbish
asa logoNigel
Posted: 23 February, 2011 - 11:09 AM
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Not happy customer! they had me think that all my devices where incompatible, i was almost shopping for a new and current laptop, when all along it is the HUB.

Will be contacting them later. I feel like cancelling my contract to be honest, but I will demand my 30 back and be downgraded to 10mb so i don't have to use the HUB mad
asa logoJon
Posted: 24 February, 2011 - 3:45 AM
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This is happening to me too, upgraded from 20m to 30m and have had TONS of problems since, now everything has to be hard wired into the hub as it's wireless connection dies every 2 to 3 minutes and stays off for up to 10 minutes at a time...

might as well have no net at all or go sit in McD's this is no-where near what i am paying for
asa logoJon
Posted: 24 February, 2011 - 2:37 PM
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me again, i followed the instructions and turned off IP Flood Detection that has solved the wireless connection issues..

It has NOT solved the terrible slow and intermittent speed, it just means i can connect wirelessly to the the terrible slow and intermittent speed...

I called VM and complained they are sending me a new Super Hub to try...

No refund as yet but i guess if the new hub does not work i will have grounds to demand one...
asa logoNeil T
Posted: 24 February, 2011 - 3:33 PM
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We had the 50mb service installed just before Christmas. It was fine for about a month (which surprisingly enough is the cool down period for the contract). After this the performance during peak hours dropped like a stone. I called VM and was told our area was oversubscribed and this was going to be fixed in May! They switched me over to the 20mb service, which was fine for about a week. VM continuously blamed heavy usage for the bad performance between 5pm-12am, but it was never a gradual thing, 11:59pm it was crawling along and at 12:01 it was fine and I was getting the speeds I paid for. Of course VM have always denied traffic managing the network but it was very obvious they were.

I finally cancelled the contract after getting these kind of result for most of the weekend.
asa logoPhil B.
Posted: 24 February, 2011 - 3:43 PM
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Typical VM mess things up again, always messing around with the tarrifs and stuff. Every time i look on their website a new price structure has been introduced and now they mess around with equipment and we have to be their guinea pig, BETA testers.

Things have never been the same since they took over blueyonder frown
asa logorob
Posted: 24 February, 2011 - 8:40 PM
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turning off ip flood detection in the router settings should help alot for those suffering with packet loss, especially when using p2p. Google it for a guide of how to do it but its pretty simple to do.
asa logojames
Posted: 24 February, 2011 - 8:44 PM
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personally i haven't had any problems with the super hub on 50mb. Wired I consistently get 6MB/s throughput and over wireless around 4.5MB/s which is more than enough. Lower speeds are to be expected with wireless and this is still a vast improvement on the 800KB/s I could get through my phone line. Haven't had any trouble connecting multiple wireless devices and gaming on ps3 is much better than when I had Sky broadband.
asa logofrank
Posted: 24 February, 2011 - 8:46 PM
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@phil b. Blueyonder were in so much debt they were going out of business and so if vm hadn't taken over the service they would be providing right now would be non-existent!!
asa logoOld_Drongo
Posted: 26 February, 2011 - 3:47 PM
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The thread below gives instuctions on how to use your old wireless router with the new super hub. I did this and my wireless problems have disappeared. Many thanks to the author 'paultechy'
asa logojOjO
Posted: 27 February, 2011 - 7:31 PM
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Well, it's not so much speed being the problem, as our superhub just keeps losing connection when it feels like it. We've been on broadband with VM ever since they took over from telewest and it wasn't near as bad as it is now. We've only had the 50mb superhub six weeks but have had nothing but problems. We've called out technicians 5 times now and they've all come out with different excuses; speed is too fast at one end, problem in your area and they have fixed it/going to fix it and it shouldn't be a problem now blah blah. Then it does it again and they tell you the opposite of last time. Funny that customer service over the phone hasn't mentioned that this isn't an isolated thing. Now it's losing it's connection around evening time. We're gonna switch to another provider if this latest problem isn't resolved. Bad service.
asa logoJoJo
Posted: 27 February, 2011 - 7:31 PM
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Well, it's not so much speed being the problem, as our superhub just keeps losing connection when it feels like it. We've been on broadband with VM ever since they took over from telewest and it wasn't near as bad as it is now. We've only had the 50mb superhub six weeks but have had nothing but problems. We've called out technicians 5 times now and they've all come out with different excuses; speed is too fast at one end, problem in your area and they have fixed it/going to fix it and it shouldn't be a problem now blah blah. Then it does it again and they tell you the opposite of last time. Funny that customer service over the phone hasn't mentioned that this isn't an isolated thing. Now it's losing it's connection around evening time. We're gonna switch to another provider if this latest problem isn't resolved. Bad service.
asa logofreddy
Posted: 28 February, 2011 - 5:16 AM
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wish i had read this 3 days ago! 30 bucks down and my download speed has gone from between 2-4 minutes with 20meg speed for a full cd album, to 2-4 hours with 30meg and this bloody "super" hub!!! my daughters laptop has gone from four bar signal strenghth up in her room to a measly one, the best thing is, shes sitting 5-6 ft above the stupid piece of crap as her beds right above where its placed in living room! and the BIGGEST is the connection issues because the next time im playing....sorry, winning a game on xbox live and it decides to cut me off from it without saving the game or any chance of finding the person i was playing against to carry on kicking his ass, i will show u how super it really is, by showing you how it can fly!!!.....(rant over, sorry)
asa logoRegularLogic
Posted: 28 February, 2011 - 6:24 PM
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i'm still using the 20Mb line, and i'm lucky to get anything above 1mb download speed.

i don't even have the hub that everyone's complaining about, and the connection is still dire.
asa logoHeading to Ofcom
Posted: 28 February, 2011 - 9:27 PM
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I have been unable to achieve any wireless connection at all since I opened my VM account 2 months ago - I am paying for a wireless broadband service that VM fail to supply. After trying 3 Super Hubs and a wireless adapter without success, I finally resorted to paying myself for an independent IT technician to look at the connection issue - and he confirmed that the issue is definitely with the Super Hub kit (not with my laptop's wireless hardware), and the only way to get a connection is for VM to supply a separate modem and a router. VM refuse to do this, of course (I speculate because they have ordered thousands of these defective Super Hubs from Netgear at knock-down price!). Today a VM "Customer Service" representative told me that if I could not connect wirelessly then that was just my hard luck, and that VM had met its obligations because I can connect with an ethernet cable.
asa logoBill
Posted: 1 March, 2011 - 5:14 AM
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My connection is now the same speed as the old 1mb connection

500 to 600 kbps I get with two files downloading at once
asa logoarchwaypete
Posted: 1 March, 2011 - 5:20 AM
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Had the super hub arrive last tues.Went well @30mbs for about 5 hours then dropped to under 512kbs.Rang Virgin usual response "theres nothing wrong with the hub its your area (Camden) thats suffering too many users...The network wont be upgraded until July.I asked to speak to someone else who ammitted there was a prob.I aked him to reactivate my old modem (10mb) and now its ok working @ 10mbs..also they refunded the 30 activation fee
Virgin = inexperience
Hasten to say been with Telewest for 14 years only when virgin took over it went crap
asa logoDClark
Posted: 1 March, 2011 - 6:42 AM
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If you are a Vgn customer cancel the new contract. I foolishly played along with them and they now want 180 to cancel. Do not delay they are playing hard ball with this.
asa logoTom J
Posted: 1 March, 2011 - 11:07 AM
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What a farce! been having problems with the Hub for 4 week now and VM cant do anything. they tell me i should wait for the firmware fix which is due around april/may.

and they still want my money until then... i dont think so?

absolute joke! mad
asa logoOFCOM
Posted: 1 March, 2011 - 11:11 AM
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SERIOUSLY! something needs to be done about this. just received my second hub and still the wireless connection isnt working like it should. they tell you to disable certain settings, still no joy!
asa logoOFCOM
Posted: 1 March, 2011 - 1:03 PM
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how do you inform OFCOM?

i just read through the virgin media forums after me having similar problems and it cant go ignored, to many complaints!
asa logoJake
Posted: 1 March, 2011 - 2:16 PM
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i should have done research before upgrading sadder

i have gone upto 30mb and using this superhub and im not impressed. i was previously using a netgear rangemax which worked flawless, gave me 95% wireless signal all through the house and had very stable speeds.
i've had nothing but trouble with wireless on this superhub and barely get 60% signal anywhere, even sitting next to it.

not happy at all!
asa logorsd
Posted: 1 March, 2011 - 8:30 PM
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Downgraded to 30Mb last month and will downgrade again next month. Can't cancel for another 5 months yet but as soon as I can I'm gone.
asa logoSimon
Posted: 2 March, 2011 - 7:39 AM
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This is not a Super-Hub!

VM are telling me to connect my own wireless router to the hub to extend the wireless range??? WTF!

i will be downgrading to 20mb and demand a stand alone modem, if they won't then i am cancelling!
asa logoPSmith
Posted: 2 March, 2011 - 7:48 AM
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I would not recommend this hub to anyone, infact at the moment i would not recommend virgin media to anyone mad
asa logoOMG!
Posted: 2 March, 2011 - 8:22 AM
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you only have to look in the official virgin media forums to see that something isnt right with the hub.

im sticking with my 20mb
asa logoarrggh!
Posted: 2 March, 2011 - 10:00 AM
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i heard of these problems a week ago but i'd already ordered my hub, so i kept my fingers crossed it wouldnt happen to me.... i talked to the engineer about it who didnt know what i was on about it. anyway he tested my laptop before rushing off which wasn't great but he said it will improve throughout the day... it still hasnt improved and now my ps3 wont connect. mad

i prayed this wouldnt happen to me but it has frown
asa logoCJ
Posted: 2 March, 2011 - 12:38 PM
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I couldn't connect wirelessly with my first Superhub at all. After 7 calls to Bangalore's brightest, I spoke to someone in the UK who agreed to change it. Now works, but getting 7MB-10MB on a wired connection, 50MB service.

Let's hope they perform some miracle with a firmware update. I can put up with this speed for a few more months, but not much beyond. I'd like close to the speed I'm paying for thanks.
asa logoOutrageous
Posted: 2 March, 2011 - 1:12 PM
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it's clear that something is wrong with the hub yet the forum mods on the official virgin forum are still blaming users equipment..

disgusting customer servicemad
asa logoIs this a joke VM?
Posted: 2 March, 2011 - 2:21 PM
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Wired is fine
Wireless is TERRIBLE!!

I need wireless... I have a DIR-815 that gives me almost full coverage around my 3 bedroom house. the shub barely covers one room
asa logomartcol
Posted: 2 March, 2011 - 8:33 PM
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Wish I had read this earlier. I have just signed up to a VM bundle and the worst part about it is the wireless. I live in a modest 3 bed property and with the router in the lounge and PC in the bedroom, I am stuffed. Using the cable in the lounge on my laptop is consistently at or slightly over the 30MB mark. On wireless upstairs it has never been over 10MB. Fortunately, VM give you a 28 day cancellation period. I am watching that.
asa logoJohn
Posted: 3 March, 2011 - 1:08 AM
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Message to Martcol.

Be VERY carefull !!
Virginmedia are the slyest company I've dealt with to date.
You say that you've booked it and have 28 days cancellation. They're so greedy, they'll probably have something in the terms and conditions that will charge you full whack for installation. i.e "it's only free or 50 if you take a 12 month contract. You chose to break the contract, so pay this for the install". It might end up something like 200, with them saying "Oh, but your 50 was an introductory offer that was heavily subsidised subject to 12 months, pay the 150". I use that as an example! They are the most incompetent, arrogant, disorganised company I have EVER dealt with. I know a Customer Service muppet will be along soon to reply about their 'satisfied customers'. But, look at how many UNSATISFIED customers there are!!! MORONS!!
asa logolouise
Posted: 4 March, 2011 - 4:40 AM
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5 times ive had to reboot this super hub in 24 hours, it keeps saying internet offline on all my devices , laptop , desktop and i phone. ive been reading that it will be may before a fix comes out. why will it take til may. im fed up with virgin media and will be cancelling my contract when my year is up. not good enough
asa logolouise
Posted: 4 March, 2011 - 4:42 AM
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"We're currently planning to release the latest SuperHub firmware update, which will include "Bridge Mode" which enables you to use your own router alongside the SuperHub plus with a number of bug fixes, in May. "

ill be a bt customer by then, had enough of this piece of junk as i can take and their ignorant refusal to admit its crap
asa logoJBS
Posted: 4 March, 2011 - 1:21 PM
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OMG! not one message posted here is positive... im having 30mb installed at the weekend and really anxious about it now... was looking forward to it! sad
asa logoCSMuppet
Posted: 4 March, 2011 - 4:07 PM
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I am a CS Muppet and we have 1000's of 'satisfied customers' with the Superhub the 'unsatisfied customers' are in the minority but of course should not have any.
asa logoSimon Blackburn
Posted: 4 March, 2011 - 11:53 PM
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The idiots told me my speed was slow cos I have got a lamp in the room and a mobile phone. WTF??
asa logoAndrew
Posted: 5 March, 2011 - 10:53 AM
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I just upgraded and i can't even check what speeds i have because the website wont load due to the poor speeds. I used to have the 20 MB and that was amazingly good. I upgraded and am very disappointed, i cant do anything on this internet speed and it took 5 minutes to load this very page. I am tempted to phone virgin and just swear down the phone to them haha.
asa logoNick
Posted: 5 March, 2011 - 5:05 PM
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@ "paying for 30mbps, this is the speed im getting"

Thats your download speed mate. your connection speed and d/l speed are completely different.
When I tested my 50mb on speedtest main site, the connection speed was 49mb. when i tested it on mini speedtes it said 6mb, so why Im getting the same d/l speed as you I dont know, but it means if you d/l from a site and the site has no bandwidth limits, it will go at 6mbs a second. connection rate and d/l rate are worked out differenty. I have no idea why the isps advertise the connection rate, but you will see when you had 1meg bb it would d/l at about 200k or something.Best way to optimise is with a d/l manager, even slow sites you get full d/l speed. try internet download manager. its a paid one but its great and easy to use. sites with good b/w though you dont need to use it.
asa logoNick
Posted: 5 March, 2011 - 5:11 PM
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check this site

e.g the file is 6000mb (about 6gigs) on a 44mb line your looking at about 17 mins.
divide 6000 megs by your 6 meg d/l speed and then divide that by 60 seconds to get the time.

its interesting you get 6meg d/l speed on 30meg and i get the same on 50meg though ! lol
asa logoNick
Posted: 5 March, 2011 - 5:22 PM
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Actaully, sorry, that IS your connection speed isnt it? wtf that sucks man, sorry.
asa logodavejay
Posted: 6 March, 2011 - 5:18 PM
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I recently upgraded to 50mb from 20mb and have the new Netgear router. My previous router was a D-Link "n". On the new 50mb my wired main computer returns on average 51mb dowload and 4.87 upload. Thats where the good news ends. My laptop has dropped from 14mb to 3 or 4, sometimes it can't find the internet at all, the PS3 cannot connect, nor can the PSP. My iPhone struggles to make a connection and my son's computer returns downloads of 6 or 7mbs, whereas on the old 20mb it used to have download speeds of 14mbs or 16 mbs.
There is something fundementally wrong. I rang the customer services help desk (first time ever in about 7 years)and it was a nightmare. An upgrade to a service should not result in a downgrade to the customer's experience. So, I am going to try and ring one more time and get it sorted, if not, then I will cancel the 50mb broadband and go back to 20mb.
asa logoJess
Posted: 8 March, 2011 - 12:11 PM
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Was thinking of upgrading to 30mb from our current 10mb, but from the sound of this superhub I wont be bothering for a while.
asa logoPee J
Posted: 8 March, 2011 - 4:10 PM
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LMAO! WOW! Just been over to the official forums which is full of users complaining... funny thing is! VM will still reign supreme after all of this.
asa logoDemix
Posted: 8 March, 2011 - 9:55 PM
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I upgraded to 50 MB package with superhub after spending one week with that frustrating thing I called up virgin to cancel contract(since I choose to go from 20 - 50) well so far after switching it's been able to do impossible wont load Facebook, xbox cant connect to live even freakin google wont open up? Chap in Virgin said that I wont be able to get my old modem back... So if anyone reading this is considering moving to superhub DONT!!!!!!!!!!!!!!!!!!!!!
asa logojohnny inflator
Posted: 9 March, 2011 - 6:38 AM
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I didn't have a problem with my 20meg, infact I was cheese rather impressed.

Since I have had this 30meg next doors wireless signal is stronger my wireless units drop out for no reason even my hardwired pc is lumpy. My ping on the C.O.D server has gone from 30 to 120. Have spent over 2 hours on the phone to India. Tried all the tweaks and last night I was told to "monitor" it for two days. will if is don't improve I will revert back to my black modem.
asa logoFreeMandela
Posted: 12 March, 2011 - 9:05 AM
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Just spoke to VM, and at first they wouldn't admit there was an issue with the Super Hub, until I informed them they had admitted publicly there WAS an issue. Don't know if others have heard this, but the chap I spoke to advised me to 'stick with it' for another month, because VM were going to 'make things right', and there would be an announcement on their website soon. He then told me everybody on 30M broadband would be upgraded to 50M at no extra cost, by way of compensation. Anyone else heard this?

asa logoSJ
Posted: 14 March, 2011 - 9:24 AM
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30mb to 50mb at no extra cost? Compensation?

Well my fingers are crossed for that! but I won't hold my breath... noexpression
asa logoDo not buy this crap
Posted: 15 March, 2011 - 11:19 AM
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We had a 20Mb Broadband with VM. We are 5 at home, so sometimes was SLIGHTLY slow when all of us where browsing or streaming... so just switched to SuperHub for 3 pounds... 50Mb!!!

It seemed to work the first days, although if you need VPN or something similar to connect to your office, this is not for you. I managed to make VPN work eventually. Bad performance, though, but enough for me.

After a while NOTHING WORKS. We have got MAC, Vista, Ipod, Blackberry... even when you are the only one using Internet, it looks like an old 56Kbs modem.

I have tried unchecking Ip flood detection, firewall, ... everything, and still getting Invalid Header and Flood detection errors.

We will change it back...

I am a Systems Engineer with more than 10 years of working experience and can not fix this. Stay away from this bunch of crap. That's the best thing you can do.
asa logoRV
Posted: 17 March, 2011 - 12:27 PM
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i'm not having issue with the wireless speed, but the laptop loses the wireless connectivity every 20-30mins..
lets hope the new superhub VM sending me fixes this issue.. hv tried changing the channels still no luck..hardwired into the superhub :( for now
asa logoLele
Posted: 17 March, 2011 - 7:27 PM
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Had the 50M superhub for almost three weeks now and have had problems right form the start. Technician looked at the installation and said he could find nothing wrong but suggested resiting the equipment and unchecking the 'IP Flood' option.

Still suffering from wireless dropouts. So on contacting VM I asked if I could have a 50M stand-alone modem so we could use our old router. However apparently this is not an option now and worst still, if you want to downgrade back to 20M, it uses the same superhub equipment!

asa logojames_k
Posted: 17 March, 2011 - 10:55 PM
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asa logoHades Scout
Posted: 19 March, 2011 - 5:30 PM
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LOL, you have to admit it is a masterstroke of business to entice existing customers into more costly subscriptions at a time when they are managing a poor hardwear selection overpurchase issue.shocked

Well done Virgin Media you are doing an excellent job of exploiting your clients, generating extra revenue to reduce the impact of a new hardware purchase, whilst getting the original hardware manufacturer to pay for a firmware fix under the contract!

I will report to my master that your black souls must be welcomed in Hell!cool
asa logojames_k
Posted: 21 March, 2011 - 3:08 PM
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Wireless quality on the Superhub is just awful, the range is weak and you really should be thinking of attaching a far superior wireless router... I did!

Customer support is just a joke! I'm on my 3rd Hub and all 3 have had the same issues. Once you upgrade you can't go back to your stable, working, trusty Modem... You are stuck with the Superhub! I eagerly wait some compensation for all the messing around and lack of service over the last 4 weeks.

VM are just terrible... I just don't get how they do so well...
asa logosteven 1
Posted: 21 March, 2011 - 10:01 PM
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super hub is so so pants needs sorting ASAP
asa logomadh
Posted: 22 March, 2011 - 3:26 PM
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I am having the same problem, upgraded from 20 meg to 30 meg SUPER HUB or should i say super dud god i wish i never had, nothing but problems (WIRELESS)what wireless drop out all the time, and after hours of calls still nothing - change this try that, what a total waste of time and money.
I need to know if there is a way to use my own router.

asa logoSteve J
Posted: 23 March, 2011 - 12:47 PM
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There is a way... I did it! What router do you have?
asa logovin
Posted: 5 April, 2011 - 12:50 AM
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my hub has just started playing up, sometimes it has a problem sending/recieving and i have no net what so ever. a guy came out to fix it, and told me it was my wire, so he replaced it, two nights later same problem. Thanks virgin (thumbs up)
asa logoSteve J
Posted: 5 April, 2011 - 4:09 PM
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Been in touch with OFCOM about Virgin, they basically said they have had hundreds of calls about the SuperHub and are looking into it... we wait and see!
asa logoDJ CARE BEAR
Posted: 14 April, 2011 - 4:43 PM
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asa logoSuper botch hub
Posted: 19 April, 2011 - 7:26 PM
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Been posted a lot round the web this new super hub. Its fine if all you have is wired connections, nice gig lan network.

Wireless 5ghz mode is the best quality althoe go beyond 5 meters or so an no network, 2.4 mode better but stuff will disconnect after a short time an reboot required.

Poorly constructed an wifi is only useable if bridged with another router behind it an the hub wifi turned off.
asa logoUnimatrix
Posted: 28 April, 2011 - 3:17 PM
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I've had the hub for just over 2 weeks now, all was fine until it decided to keep rebooting itself.
VM tech told me it was down to the setting "auto channel". I was running in 5ghz... was told to change to select channel 6 - NO CHANNEL 6 in 5ghz!!!!
Then I was told it was my password?????????
Then.... force reboot and reset factory settings.... did that, MY SETTINGS remained
Long and short is I cannot use the "Super Hub" for wireless, it's pants. Dirty ones at that too!
I've connected my Apple wireless router via ethernet, set this up as a seperate wireless network and guess what ? Wireless signal is very very stable.
Speeds are slower.
As stated in may posts, as a wired hub it's OK.
Wireless???? Hopeless morelike.
asa logoDarren G
Posted: 4 May, 2011 - 12:35 PM
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If anyone reading this has been considering "upgrading" to the Superhub, please, don't do it. Do a quick Google search and you will see that this is not a problem that is only affecting the "minority" of customers. This hub is a broken mess and I rue the day I "upgraded". Go through the official Virgin forum, you'll see tons of people having issues and Virgin's moronic "advice" or "solutions" are, quite simply, ridiculous. They sound like they don't know what they're talking about.

Stay away people, you'll be much much happier.
asa logoliz grant
Posted: 13 May, 2011 - 5:56 PM
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Useless for xbox

I had this box installed yesterday after upgrading from 20mb to 50mb and thought it excellent with the wired pc's in my home. Unfortunately when my son came home and tried to link up his xbox wirelessly disappointment came with a great big bang! He could NOT get more than 2 bars so made playing IMPOSSIBLE. Both my son and grandson have xboxes and could play without too many problems on the 20mb set up! we are all very disappointed with the new hub!
asa logoReading1800
Posted: 14 May, 2011 - 6:53 AM
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I must have got lucky, a Scottish guy on the support desk help set it all up over the phone, and works absolutely fine 30MB/3MB
asa logotom
Posted: 20 May, 2011 - 8:35 AM
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I have upgraded to 30megs and worst decision in my life. Using wired rather than wireless the damn thing is constantly resetting. Sometimes as much as 5 times and hour. Had a engineer out who tried all sorts of trick but still keeps happening.Virgin will not admit that these new hubs are faulty.I asked to go back to 10 meg and was told another 30 to go back.
asa logoPaul
Posted: 29 May, 2011 - 6:20 PM
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I ordered the 50 meg service yesterday - found out about the troubles this morning - and cancelled the order in the afternoon.
Power to the internet forums!
asa logoLisa B
Posted: 30 May, 2011 - 11:33 PM
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We had one installed on thursday but it is garbage. For the last 2 days my speed has not been over 1meg let alone 30meg. Will be phoning them in the morning and getting a new router or canceling the whole order. streaming from skyplayer is a no go, my mates only got 10meg and his download speed is 10 times that of mine. No way am i paying for this. I could get faster speeds with sky which is a joke. The hub is obviously broken and no way is it a problem only for the minority of users.

I think i should get mine changed ok as i am still within my cancelation period. Straight to retentions for me, no messing about being told to try different settings either. A new modem or no 60pm from me. I'll cancel the lot n go back to sky
asa logoLisa B
Posted: 30 May, 2011 - 11:37 PM
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Sory, its me again. I meant a new modem, one of the old 50meg ones.

Everybody needs to demand a new modem and not take a replacement router, especialy new customers still within the cancelation period. Dont let the cancelation period end while accepting a replacement or you may find it more difficult to get a modem instead of the hub
asa logokane
Posted: 8 June, 2011 - 7:17 PM
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This is absolutely CRAP!!!! i was told i am paying 5 pounds to much for my existing 20mb, i upgraded to 30Mb and now i can just about load facebook, loading takes ages, xbox connection drops out regular and i am constantly restarting the crappy new hub. Really had enough already tbh. So upgrade at your peril.
asa logosid
Posted: 16 June, 2011 - 8:51 AM
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I didn't even ask for a super hub. My connection was suffering so when the engineer came round he said my old modem was the problem and stuck this super hub on. it's terrible! I am on 50mb and had decent speeds but now I can't get over 10 at the moment and I need good speed as I work from home. Will they bring my old modem back if I ring them?
asa logohasselledbt
Posted: 19 June, 2011 - 10:24 PM
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well be careful in your migration to bt, given my experience of their bt business hub. i am now moving on to my fourth in order to get it to work and not drop out. wish i was back with ntl/virgin for business - trouble free use.
asa logoThe Woolly
Posted: 22 June, 2011 - 8:12 PM
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I have upgraded to the superhub VMDG480. Hardware version 2.00 and software version V5.5.2R26. I plugged in my preferred SSID and password and all my devices connected except for a laptop running vista. This was solved with a driver update for the laptops built in wireless card. All the devices and computers are working as expected without any noticeable difference. Speedtest shows a large saw tooth graph download connection with averages around the 30Gb/sec I pay for. So, touch wood, so far the move was worth while. Time will tell!

Moving to BT was not a cheery thought as I remember my phone line being disconnected by them once and when I called on my mobile to inform them I was threatened with a call out charge of 80.
asa logomagic
Posted: 30 June, 2011 - 7:54 PM
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guys please... everybody knows that stock routers will be a load of rubbish, you need to buy your own!
asa logoIremonger
Posted: 2 July, 2011 - 10:23 PM
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Oh look its July. And virgin havem't sorted this out.
asa logoPaul
Posted: 3 July, 2011 - 10:59 AM
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Upgraded from hopeless bt to even worse virgin 50mb...constantly on fone being told rubbish by their staff then an engineer eventually came round...still very poor speeds never more than 20mb wired in less ,much less on wireless...are virgin ever going to fix this not so super hub?
asa logoRoss
Posted: 7 July, 2011 - 3:25 AM
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First superhub worked for about a month. Suffered terrible speeds, kept going offline then one day the wireless suddenly stopped working. Asked to go back to the old modem/router setup, was told the department that dealt with it is closed for the weekend, I'll have to wait til Monday when someone will call me back. No one did. I phoned back on the Tuesday and they said they had no record. After a lot of drifting from the point from customer service, they said they would sent out a new replacement superhub. Second one worked great for about 4 months, now it's doing the same, rebooting every ten minutes and saying no internet access. After spending 20 minutes in a que to customer service yesterday then getting through to an Indian man who blamed everything but the superhub itself, they're sending out a 3rd superhub. I have the feeling it's not going to work again :-( I miss u blueyonder!
asa logo30 meg no good
Posted: 18 July, 2011 - 6:38 PM
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upgraded to 30 meg...connection loss connection loss previous 20 meg using D-Link DIR-655 Wireless N Gigabit caused no problem whatsoever
asa logoVirgin On The Ridiculous
Posted: 20 July, 2011 - 4:45 PM
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Awful service. Download & upload wireless speeds completely pedestrian.
asa logoMark
Posted: 8 August, 2011 - 9:33 AM
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i move from sky 37.99 A MONTH TO VIRGIN 50MEG BB ... what a mistake , my sky bb was faster and more stable than virgin 50 meg and now im stuck using this rubbish for 18 months ...
asa logoLT
Posted: 16 August, 2011 - 1:12 PM
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been having issue with speed since upgrading to 30mb last november phoned vm tech was told it was hub so they sent new one out worked for half a day then went south again im lucky if i get 10mb at anytime regardless of time of day.
Over the last 2 months it seems to have got worse mainly due to the fact that altough VM know there is an issue they are still selling the service meaning more people using the network resulting in less bandwidth.

ive phoned a dozen times to complain and at one stage was even downgraded back to a 10mb conection in the hope it would solve some issues and guees what that made it worse. When i phoned back i was told it doesnt matter what network your on its the utilistion issue in the area thats affecting all packages regardless of speed and it wont be fixed till june then july then august and now september the 14th or so ive been told.
asa logoLT
Posted: 16 August, 2011 - 1:15 PM
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i complained so much they reinburst my fee for the connection from november 87 in total personally i dont think its enough but they say that because i get some connection thats all there willing to pay back.

I remember reading about someone who took VM to court and sued and won regarding slow speed on adsl line so maybe a group should be formed and the same happen with the cable speed after all they are still selling a service they know they can not supply that is against trading standards and surely must be classed as fraud
asa logocamo
Posted: 18 August, 2011 - 9:28 PM
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im getting about 1.3mbs on mine, just about enough to listen to radio on iplayer, forget even watching youtube
asa logoMick
Posted: 24 August, 2011 - 5:14 PM
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i agree i am a new customer and initially was only getting about 3mg download speed when i have paid for 30mb, after reading the comments on this forum i contacted virgin and complained, a technician talked me through changing my wireless settings, which improved my speed to between 10mg and 12mg, still not happy i rang again the technician i talked to this time advised me to attach an ethernet cable which i have done, so i am now wired to the super hub router,i still get wireless capability to my mobile and laptop but i do now get a 28mg connection speed on my wired pc.
asa logoMarcel Thompson
Posted: 3 September, 2011 - 12:56 AM
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hey i have the same problem too i upgraded to virgin 30mb with the super up but for about a month and a half it worked fine but the last two days have been hell at 2 in the morning i cant even play on black ops or even move what the hell is going on is it there servers or something?
asa logoDario
Posted: 6 September, 2011 - 9:46 AM
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I'm just adding my word here- I have a 50Mb connection that performs at 30Mb wired, and under 1Mb in wi-fi.
I hate Virgin.
asa logodamian
Posted: 9 September, 2011 - 1:31 AM
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shame i discovered this thread too late, got 30mb today with 'super'hub and I haven't managed more than 4mb wireless, or 3/5 connection bars (range) my old wireless G router on 10mb constantly gave me 10mb over the same distance and 5/5 connection bars.

unbelievable that a known issue preceeding this article is still unresolved and virgin is still flogging this 'super' fast BB and super hub false advertising.

CS has so far been unable to offer any fixes except refunding the activation, I can't even use my old router AND the installers took my old VM cable modem. so ripped off I'm paying a premium for an inferior service.

they've assured me the the firmware will deploy next tuesday but being with VM previously I know better than to take their word for it.

nothing i can do but cancel after 7 days and crawl back to sky as I'm screwed without my old VM box

asa logomyself
Posted: 9 September, 2011 - 6:14 PM
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Too early to say perhaps but they installed today 30MB.

Supehub is
Software Version: "V5.5.2R26"
Hardware Version: 2.00

I get 28MB from SpeedTest, wirelessly on Macbook.

Seems faster but not 8 times fast than my old TalkTalk..
I still got lots of slowness playing MW2 online.
asa logovirgin media
Posted: 9 September, 2011 - 9:41 PM
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10MB in the Morning then in the evenings 2.5MB.
asa logoKate J
Posted: 18 September, 2011 - 7:49 PM
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Thank goodness for this site. I thought it was my laptop at ult. VM have been out twice and even changed the cable as they said this was the problem but still the annoying and frustrating loss of connection and slow speed persists. They now tell me that the "super" hub is not in the right place in my home (funny how my laptop still can't always connect when right next to the hub) I think like others I will go back to the 10 meg until VM get their act together and get things sorted
asa logomichael
Posted: 2 October, 2011 - 11:38 PM
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I used to work for virgin installing , know all about the whole network and signal levels , the main problem as far as i can see is that its made by netgear which are complete rubbish ,before i had the small modem and i too have upgraded to 50meg superhub and found it to be complete rubbish , i swear virgin have brought them in with a hidden agenda to throttle people so they can sell their 200 meg! i myself have rang india and been lied to even though i told them i used to work for virgin , first rule of india say i have fixed it , second rule of india do some bullshit tests and then say i have fixed it , third rule of india say anything to get you off the phone! they cannot see the problems on your side with their computer i know this but still they lie ! and if i can't get sense from them seeing i used to work for them what hope do you all stand. my advise bt infinity if u can get it!!
asa logocressie176
Posted: 6 October, 2011 - 8:33 PM
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Virgin's on demand TV service isn't any better. The on demand HD programs are usually network constrained so unless you want to watch them out side of peak times you're likely to get an error page. Virgin Customer Support were useless, after repeated phone calls and emails they eventually sent an engineer out who looked at the error page and said it was a known problem and they couldn't do anything about it. An utterly dreadful company to deal with.
asa logoChuck
Posted: 19 October, 2011 - 4:04 AM
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Ive been having problems for over 5 months I had the netgear crappy super hub but it made things even worse, I have two connections one via super hub one via 20mb modem and both have bad connections. Ive been with virgin for over 7 years & never had problems like this.

There help and support forums banned me for posting UK Watchdog in a link, I only posted that link after going 3 months without help. Everytime I call them I just get the high utilisation line.

I just want my working broadband back being stuck indoors 24/7 aint fun and without working internet it's deppressing.
asa logoKay
Posted: 24 October, 2011 - 7:06 PM
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We've been having problems with our Super Hub since Feb 2011. Have had engineers, tech advice and new unit - lots of excuses, nothing works. Today we asked VM to give us back the old modem which didn't cause any problems like this. Virgin said it would cost 60...!
asa logoLT
Posted: 4 November, 2011 - 8:10 PM
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yes the superdud is bad they have now updated it with modem only mode not that its fixed the problem with the wifi drop outs.

The speed issue is another thing it isnt a fault so to speak other than that of virgin media in the sense that they cause it by over selling a product that there network clearly cant support. So untill such time as they upgrade there entire network or are forced to stop over selling there products this speed issue will never go away
asa logoEvelyn
Posted: 7 November, 2011 - 1:40 PM
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Had the same proble and solve it by my selve :)
All you need to do is go to and login with the user name admin and passowrd changeme. Then click on ADVANCED SETTINGS-WIRELESS SETTINGS- change chanel to 13 and mode to the lowest one up to 54Mbps. It should work now.
I had a technican in my home and he did't do anything. He said than the Super Hub is not compatibile with my new laptop and he can't do anything with that! So I tried by my selve and it works finally!!
Hope you will fix it!!

Tell me if it works.
asa logoEvelyn
Posted: 7 November, 2011 - 1:42 PM
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sorry for the mistakes :)
asa logoDavid Hargraves
Posted: 9 November, 2011 - 2:08 PM
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My friend has just installed Virgin Netgear modem broadband and what a load of rubbish. It was to replace the T-Mobile dongle as allegedly Virgin is much faster but the T-mobile dongle is much faster and also much cheaper!
The wireless dongle does not work with the modem and they've blamed it on the PC being changed to Vista from XP. The PC was bought as Vista and has stayed as such ever since. How did they manage to make that one up?
To boot they installed the cabling in the neigbours garden!
She's spent a fortune on phone calls as she is constantly fobbed off from person to person. Utter tripe service and tripe company. How do they get away with this?
asa logoDavid Hargraves
Posted: 9 November, 2011 - 2:08 PM
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My friend has just installed Virgin Netgear modem broadband and what a load of rubbish. It was to replace the T-Mobile dongle as allegedly Virgin is much faster but the T-mobile dongle is much faster and also much cheaper!
The wireless dongle does not work with the modem and they've blamed it on the PC being changed to Vista from XP. The PC was bought as Vista and has stayed as such ever since. How did they manage to make that one up?
To boot they installed the cabling in the neigbours garden!
She's spent a fortune on phone calls as she is constantly fobbed off from person to person. Utter tripe service and tripe company. How do they get away with this?
asa logoDavid Pearson
Posted: 16 November, 2011 - 1:18 PM
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The comments by Evelyn seem to have worked for me and my laptop. Not tried with PS3 yet though.
asa logoAnonimouse
Posted: 23 November, 2011 - 3:39 PM
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I have just left VM (in my months notice) and when they said they were collecting my Tivo and additional VHD box, I asked "what about the Superhub?". VM replied "oh, you can keep that and use it with Sky Broadband - it will be better than the sky router!". Well, I now have both routers installed and working and I can honestly say, my Sky BB router has much better wireless coverage! Worth 30? not worth 30p! No wonder there are so many on eBay...........
asa logoAdam
Posted: 25 November, 2011 - 2:25 PM
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November 2011 and the super hub is flawed as ever and has countless problems including huge connectivity issues. Making it an impossible option for people who need a reliable connection for work etc, (as i do) because you are constantly worrying when the internet is going to suddenly cut out, and trust me it will (at least once or twice a day in my experience.

In addition to this when you call customer service, to try and resolve the problem you will get very little other than 'oh were very sorry we will send a tech out', in my case this took 5days!!! why you may ask, simple because virgin media is experincing so many problems that there technicans are fully booked for 5 days straight. But don't worry virigin will happily credit you 5 days off your next bill for the inconvenience... abysmal
asa logoRon Dennis
Posted: 7 December, 2011 - 6:59 PM
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i had the same issues as you guys. did the Evelyn fix and now it works!!!!
asa logoKarlos Allen
Posted: 15 December, 2011 - 12:05 PM
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Hey guys! I've had the superhub for nearly a year now and had only a few problems until I turned off the firewall and IP flooding, had no problems since then! I have always had my top speed as shown here..
And no I am not related in any way to VM, I am just another customer...
asa logoHayley
Posted: 15 December, 2011 - 1:42 PM
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Right now I would die for 30 meg. I'm on 100meg and can my internet every hit it? No, no it can't and no idea why. Sure it's either the hubs fault or their fault but so annoying. The only nice bit is that my net hasn't disconnected since upgrading from 50meg.
asa logoagim
Posted: 27 December, 2011 - 1:05 PM
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I pay for 10MB but my speed during the day and evenig down to somtimes less than 1MB e lots of time lose conetcton unbelive the shit exp with virgin media
asa logoagim
Posted: 27 December, 2011 - 1:11 PM
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MY SPEED internet UP TO 10MG watch my shit shi shit shit speed this link
asa logoPhil
Posted: 7 January, 2012 - 5:34 PM
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I have today wasted most of my precious Saturday trying to resolve problems with the not so super hub. It worked fine on the default settings for a couple of months then started playing up a couple of weeks before Christmas. I am a Comms Tech and felt that the VM technicians were trying to pull the wool over my eyes because each time they spent at least half an hour, "Fixing," the fault and then concluding that there was nothing wrong with the hub or their network!!!
Before finding this page I have spent today concluding that, with the channel set to Auto Seek, the hub was defaulting to a channel which was already in use by a neighbour on the BT network and being seen by all our wireless devices to be at least 9dB higher in signal strength. I have now selected a fixed (vacant) channel and it seems to have settled down for now.
asa logoPhil
Posted: 8 January, 2012 - 3:49 PM
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I'm a bit confused here. I have manually set the channel on our hub to Ch 8 but when I search for our SSID, using my mobile phone, it shows it as being Ch 6, which is the same as somebody nearby. Could this explain why my better half is having problems with BBC i-player and YouTube videos stopping and buffering on her laptop?

I can only thank goodness that my PC is connected using an ethernet cable!!
asa logoEos
Posted: 20 January, 2012 - 1:04 AM
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Hi,I am having troubles loading even up to a minute sometimes or more to load other sites with VIRGIN's 30Mbps internet package.
while i am using cable there is no problem,but as soon as I switch to to the wireless pc it becomes nightmare.EVEN my dial up is faster than this crap right now.
asa logoRead
Posted: 21 January, 2012 - 8:09 AM
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Only had virgin installed a week ago had nothing but problems connecting through wifi (worked find through a wired connection). I looked through this forum and have done a couple of things as suggested unchecked IP flood detection and changed the settings as suggested by Evelyn and everything is working ok now on wireless. Fingers crossed!
asa logoPaul
Posted: 27 January, 2012 - 7:08 PM
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We've been having fun and games with Virgin since we moved house last year. Amongst other things we had a TV 'service' that didn't work at all for 3 months!

Alomst as irritating was the problem we had with the wireless aspects of the superhub. Essentially wireless rarely worked properly and the hub dropped the signal on a regular basis (assuming that we could find it in the first place).

Reading around on line we resolved the issue by buying a separate Belkin wireless router and the service is now flawless. Before this we went through a series of telephone calls and visits and Virgin tried to convince us that the hub wasn't at fault.

Having now sorted the problem out, I am annoyed that we're 80 out of pocket. Virgin have refused to pay for this as the wireless part of the service is 'free'. Has anyone had any success in challenging them over this?
asa logoSpasm
Posted: 2 February, 2012 - 9:20 PM
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Has anyone been able to get MORE than 50mMbits download
with the super-hub using the recommended
asa logosuper joke not hub
Posted: 6 February, 2012 - 7:25 PM
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hi there

virgin support is non existant,staff are rude and just blame your equipment...I work in IT so all my laptops phones and wireless devices cant be at fault..

this is what im getting from the superhub

just under 2 mb, virgin tried to tell me it was my router, but its cisco and i very much doubt it.... they upgraded to the superhub as they found the cable modem at fault.. and its worse than ever...

virgin media are con artists
asa logoDavid Skipper
Posted: 10 February, 2012 - 9:50 AM
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I have had the same issue with numerius calls to the support team, also had an enginner on site replacing one of my TV Boxs, i mentioned it to him and he changed the flood detection setting, which no one on 6 previous calls had told me to do.

What I do think i have found out, is that when service is affected, the first thing anyone will do is switch of the router, leave it, then on again. The problem with this for me is that my router does not save my previously changed settings, I have only just figured out this is what happening.

I called Virgin Media last night and let rip, 90 minute phone call, raised a complaint with a threat of OFCOM intervention. This service is unnacceptable.

Good luck to you all out there and I have a replacement superhub on the way but dont hold out much hope. Sky or BT here we come.
asa logoDavid Skipper
Posted: 10 February, 2012 - 9:50 AM
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I have had the same issue with numerius calls to the support team, also had an enginner on site replacing one of my TV Boxs, i mentioned it to him and he changed the flood detection setting, which no one on 6 previous calls had told me to do.

What I do think i have found out, is that when service is affected, the first thing anyone will do is switch of the router, leave it, then on again. The problem with this for me is that my router does not save my previously changed settings, I have only just figured out this is what happening.

I called Virgin Media last night and let rip, 90 minute phone call, raised a complaint with a threat of OFCOM intervention. This service is unnacceptable.

Good luck to you all out there and I have a replacement superhub on the way but dont hold out much hope. Sky or BT here we come.
asa logoTom
Posted: 15 February, 2012 - 10:30 PM
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My wireless performance was allso terible on my 50mbps connection. I have however changed the channel manually, because the automatic channel changing (if 'overcrowded') does not seem to work properly on the 'superhub'. I have installed wi-fi analyzer on my android phone, to check what channels are free from traffic. that solved the problem permanently, and I get advertised speed on wireless.
asa logoMarty
Posted: 26 February, 2012 - 10:12 PM
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Got a new shiney "SuperHub" this week. Shockingly poor wireless performance. Won't connect to most devices most of the time. Constantly drops connected devices. I've never had such poor performance for ANY router, ever. This steaming heap of junk will be returned to Virgin in the morning. I would NOT advise anyone to accept the new Superhub from Virgin. It simply doesn't work. And for reference I actually like my Virgin service, very happy otherwise.
asa logoA while after now
Posted: 27 February, 2012 - 4:11 AM
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Yep it been almost a year and the connection issues and speed issues continue to avail, later on today I'm going to go through the routers channels see which one gives me the best connectivity
asa logoB
Posted: 19 March, 2012 - 2:36 PM
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I had a SuperHub installed on 15 March 2012....well the Virgin guy plugged it in and left, having only seen it work on a RJ45 cable.

And yes the SuperHub still has a very low WiFi signal strength
asa logo3mths left on an 18mth contract
Posted: 21 March, 2012 - 9:28 AM
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I am not in the least bit surprised at the complaints raised about VM's 'wonderful' (NOT) SuperHub.

We had it installed last Jan 2011 and were on the highest available at the time 20mb... got a letter midway through the year informing me that they were upgrading us to 50mb and would have a much better speed, etc. - ha JOKE!! Since the 'switchover' we have had nothing but problems. Connection continuiously dropping, etc.

And as for their customer service, I can sympathise with the complaints above as have had to make several phonecalls just to speak to someone on UK - when you get through to 'india' callcentre, they cannot understand a blooming word you say... you are already incensed at having to wait for ages to speak to someone, no internet connection, etc. then to have to try and spell out your name, details, etc. to these people who haven't a clue what the problem is...
asa logo3mths left on an 18mth contract
Posted: 21 March, 2012 - 9:31 AM
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... in the last two months alone, we have spent more than 6hours on the telephone (and I must explain that this was two phonecalls both lasting 3 hrs!!) - to no avail (oh other than a paltry 10 credit on my bill!!).

Last month an 'engineer' did some work at the end of our road, my wife was in the house at the time and when the kids told her the internet had gone she did the usual turning off hub etc. - while doing so she noticed a man come up to the front door and pop a postcard in and then scamper away (like a ninja she said!!) - when she read it - and I have to laugh at this - it stated that 'we have noticed that you may be experiencing problems with your connection' - understatement - and then proceeded to state that you, the customer, must phone up to make an appointment for an enginner to call out...
asa logo3mths left on an 18mth contract
Posted: 21 March, 2012 - 9:35 AM
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...funny thing is the note also stated that the engineer 'called to your door, but not no reply' !! wtf... my wife watched him come to the door then run away!! no knocking or ringing of doorbell!! Anyway, cut long story short, after a 3hr phonecall, and having spoken to numerous people, including managers, and having been told many different explanations as to what the problem was, we were given an appointment for engineer for 5 days later!! YES - you did read right, we were left without internet access for 5 whole days!!!

That was last month... last night... nearly a whole month to the day... guess what!!! NO BLOOMING INTERNET ACCESS AGAIN!!!

I am so annoyed, upset, frustrated, fed up, peed off, etc., etc., with Virgin Media... cannot wait for my 18mth contract to finish (which is gonna kill me)... then BT here we come!!! (Was with them before and no probs EVER!!!)

Rant over!! ;)
asa logo3mths left on an 18mth contract
Posted: 21 March, 2012 - 9:39 AM
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Oh forgot to add that one of the 'customer care' chappy's told us to read the 'Terms & Conditions' and that VM could cut broadband supply whenever they wished and that it states this in the T&C's - so basically they are allowed to commit fraud? By offering a service, taking your money, then withdrawing that service but still taking the money... how does that work??

Anyone else had this told to them??
asa logoStefan
Posted: 29 March, 2012 - 1:42 PM
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Upgrade 20Mbit --> 30Mbit with SH.
Speed before upgrade ~19down/~1.8up
Speed after upgrade ~4down/~2.7up


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