Virgin Media want to replace my modem

DocQuincy

Moneyineptitude wrote: »

Certainly do, but they obviously charge a premium for doing so.

Are you sure you subscribe to a fully guaranteed business connection?

I had a normal TalkTalk connection when I got an office and then I realised the IP changed almost per request; with Virgin I could go months without it changing.


TalkTalk didn't offer a static IP, which I needed, so they said if you switch to TalkTalk Business they will end the contract immediately — so I did that.


Even though the company cater to business I very much doubt I have anything other than a garden variety connection since it only costs something like £25 inc. VAT a month, including my own IP.


I wouldn't want to spend too much on the connection, even though I use it for work, since I already pay for another, faster connection at home. If I ever had a major outage (in three years the connection in the office has never gone down even for a short time) on the office I would just work from home until it was fixed since it is only me the uses the office.


Presuming they use the same network and hardware what is the difference? Do they just prioritise issues? I am presuming it would cost a lot more than £25 a month. If I had an office full of staff, fair enough, but I think it would be a waste of money for my usage.

DocQuincy

Nilrem wrote: »

In short if VM tell you they are going to replace the equipment for free, and that refusal will result in the service being lost, they're not joking, it might not happen for months* but it will happen.

…

As a side note if the op is relying on the BB for business he needs to either get a business package (very expensive compared to consumer), get a back up internet option (mobile phone data connection is about the easiest/cheapest for a few days use), or accept that the internet can go down for a while even with the best provider and hardware, as even if the provider never has an issue with their core network all it takes is a car to hit a cabinet, a digger to cut through a cable or some thieving git to try and steal the cabling thinking it's copper.

That's interesting, they never forced a replacement on me at the time even though it was old — but that was quite a long time ago. Even though VM have poor customer service it's good to see they at least care about having the right hardware for their network.

If you had an outage and wanted to tether via your phone on 4G what are you looking at per GB roughly for ad hoc mobile data? I've never really thought of that as an option, I presumed it would be very expensive.

The only outage we have had with Virgin in over a decade was the result of stolen cables so, yes, this does happen — and it doesn't get fixed in a couple of hours! I think it took just over 24 hours from memory.

RumRat

The OP doesn't have a business line.

If he hasn't gone off the thread it would be interesting to know if he's been convinced of the need to change, or not??

Nilrem

DocQuincy wrote: »

That's interesting, they never forced a replacement on me at the time even though it was old — but that was quite a long time ago. Even though VM have poor customer service it's good to see they at least care about having the right hardware for their network.

If you had an outage and wanted to tether via your phone on 4G what are you looking at per GB roughly for ad hoc mobile data? I've never really thought of that as an option, I presumed it would be very expensive.

The only outage we have had with Virgin in over a decade was the result of stolen cables so, yes, this does happen — and it doesn't get fixed in a couple of hours! I think it took just over 24 hours from memory.

They only really started dumping old modems when the speeds started hitting 50mb, as the original ones you were given were good to about 10 or 20mb, the original 3com models you had to buy from an approved supplier were only good to 10mb or less which wasn't a problem as the max speed at the time was 512k and it was years before they moved to 5mb, so I suspect most were replaced as they died
I think i'm on modem 5 after 20 years, an original 3com, an RMA replacement 3com, a motorola "shark fin", the original multi tuner modem for 50mb, and a superhub 3 for 200mb which has something like 6 tuners .

I can't really say which mobile internet solution would be best as I don't really do mobile phones/mobile tech much, but there are a load of threads about it and I know it's possible (my router even has the option of hooking a usb 4g modem to it for a backup connection), and it will be determined largely by how much data you use, if it's just for emails/updating a text based site with a few images or an ebay account then it won't use much data, but if you're a professional photographer or dealing with a lot of pictures/video it will obviously need a lot more.

Uxb1

We had some muppets try and steal a mile of BT E-side cabinet feeding cable a few years ago.
What with the damage to the underground junction chambers done plus the time in reconnection of multiple 100's of lines it took BT just over a week - and they were working dawn to dusk and frankly I could not fault their efforts.
In the meantime the mobile connection was so overloaded by everyone plus their dog trying to use it that it too collapsed and ceased to exist - you could supposedly connect but nothing would load or it would time out.

Which mobile operator would be best as a reserve depends on which is the best locally for service as well as price.
I guess if the OP has virgin it is in an urban environment rather than rural where the choice of mobile operator is often determined by whether there is any effective and useable coverage inside the house.
I use giffgaff data bundles which are on the O2 network for tethering when I'm at a rural location with no landline BB. Other tell me '3' is good for this but as 3 has zero coverage at the location it's a non starter for me.
It's OK for emails and general web access but streaming youtube does not really work unless you try it at 8am in the morning before the world and his wife are on it.

poppellerant

What modem do you have? I am assuming it is a very old one which doesn't support DOCSIS 3 or above. One reason VM are replacing modems which don't support DOCSIS is primarily for faster speeds. Another reason is due to rogue hardware on the networks that shouldn't be there, such as modems with hacked firmware that allows users free internet access.

Don't believe all you read online about the Superhub 3. Most people only post when they have problems or gripes. Most (not all) of the problems have been remedied or improved upon - admittedly not fixed completely in some cases and simply patched over.

But as VM user with a Superhub 3, I seldom experience issues with connectivity either for general usage (emails, internet) or gaming.

DavyJones61

You're lucky you've been offered a new Hub.


I have a Hub 2 and wanted a Hub 3 as my phone would not connect to my Hub 2 and the message that came up was I was entitled to a free Hub 3 upgrade.


Phoned Virgin and got the run around, there's nothing wrong with your present hub I was told, you're not getting one, there's nothing wrong, so tough.


Paraphrased of course.


Contacted retentions and was told you will get a new hub, lets pass you on to some one else.


Repeat above, you're not getting one.


I gave up in the end and then my grandson peed on it.


Good job it was switched off as he had pulled it down from the table it was on when he tried to climb up while waiting on his nappy being changed.

poppellerant

Speak to retentions and ask them for a new SH3. If they transfer you, let them and deal with who is likely to be the offshore advisor for technical support. When you are ready to end the conversation, either ask to be transferred to disconnections or simply redial. It will now on the notes that you have spoken to two advisors.

When you speak to the third advisor, tell them what's just happened - you asked for a SH3, the agent put you through to tech. support who were (likely) as much good as a chocolate fireguard and that you are frustrated at being passed from pillar to post. Hopefully you will be speaking with a sympathetic advisor who will order you a SH3. They don't like to, but they do have the powers to do so.

DocQuincy

poppellerant wrote: »

Don't believe all you read online about the Superhub 3. Most people only post when they have problems or gripes. Most (not all) of the problems have been remedied or improved upon - admittedly not fixed completely in some cases and simply patched over.

Exactly!

To the OP: this is anecdotal of course and it's early days but so far my new Hub 3 has solved intermittent issues that were causing problems with TuneIn radio and Chromecast. You just ring an automated number to activate it, plug it in, turn it on and then, if you wish, change the SSID and password. The whole thing should take you five minutes and you should end up with a better modem and router. I understand why you're concerned but I think you're worrying for nothing.

vacheron

I had a Superhub 2AC for a couple of years and was sent an unsolicited Superhub 3 when it arrived with my new V6 TiVO.

The Superhub 3 was worse in every way than the 2AC. This included reliability, wifi speed, wifi range, total unrecoverable lockups requiring a power cycle whenever a high number of simultaneous upstream connections were used, less advanced routing features to name but a few.

After 2 days of trying I gave up and put the 2AC back in and all issues resolved themselves. The "3" was eventually returned to VM when I left them completely a few months ago.

Maybe they have improved, but for me I would go for a 2AC every time if given the choice.