The super hub is a complete pile of wank!
I was happily on 20Mb with a little modem and decided to go for the 50Mb because I have no self control. The engineer came out and all was well for a couple of hours (or so my gf tells me cos she was working from home and let the engineer in), then I got home and decided to check out this superhub... Not very super is what I decided. I have a Linksys WRT320N which is a decent router, this superhub doesn't let you do half the stuff router can so I tried to get them to work in harmony, it is at this point that everything started going downhill.
Problem 1. The superhub does not allow bridge mode; I know, should have googled it before I got the f-ing thing. The bit that frustrated me most about this is that I've been with Virgin since they were Telewest and they had ALWAYS handed out modems hence me forking out £90 (at the time) for something that did what I needed. Oh, and BTW, part of the reason I went for the 50Mb is because a friend of mine got it before the superhub so he just has a little modem he can plug is OWN ROUTER IN TO. If according to Virgin the superhub is not to blame, then why is it that people with the little 50Mb modem don't seem to be piping up as much?
Problem 2. At this point I decided to get on the phone to Virgin to see if I could get a 50Mb modem sent out to me... oh my sweet jesus christ the amount of resistance to this is just unbelievable. I fail to believe that there isn't a single one of these 50Mb mdoems in a warehouse floor, van, engineers home that they couldn't send out to me to keep me happy. After speaking to several departments, including the HORRIFIC technical desk in India that I hung up on everytime through frustration I got through to someone in customer care who told me they could send a 50Mb modem out. Happy days... in theory...
The "50Mb modem" gets to my house, I have a look at it, this is not a 50Mb modem. I call Virgin to activate this modem and see what happens (worse case scenario is it doesn't work) they insist that it is a 50Mb modem, despite the fact that I have checked the event log on the thing and it clearly states that it does not support DOCSIS3.0. Funnily enough the activation for this thing never works.
After much frustration I call up and ask to be downgraded back down to 20Mb, that was 2 days ago and still doesn't seem to have happened. The really frustrating thing is that no one tries to appease me and they just go ahead and downgrade me, not at any single point has someone gone "this customer is really pissed off, we should really find a way of making him happy.". I have worked in a Broadband Tech desk as an escalation point and I would have taken something like this as a personal escalation, got on the phone and tried to find out SOMETHING that could be done, but there just doesn't seem to be any kind of procedure like this with Virgin media.
I've filed a complaint and am waiting to hear from someone in their complaints team, I'll keep you guys posted if anything does get resolved.