Feeds

Virgin Media nukes downloads after SuperHub 'upgrade'

But it's OK, only a few punters are spitting blood

New hybrid storage solutions

Virgin Media has dismissed claims that a software update for its SuperHub kit is at fault after punters complained their downloads are being damaged.

A spokeswoman at the telco told The Register that it was too early to tell if the SuperHub's firmware upgrade from version R30 to R36 was the culprit for the reported data corruption bug. She claimed that the problem was isolated to a small number of customers on its broadband service.

Here's what one El Reg reader told us, details of which we put to VM:

Virgin Media has recently updated its firmware from R30 to R36 for its SuperHub for users on the 30, 50 and 100Mbps cable broadband product. Since this update a lot of users are reporting data corruptions when downloading files or trying to update apps on their smartphones and tablets.

To get around this some users have had to resort to putting the SuperHub into modem mode and then connecting their own router to bypass the router in the SuperHub. This appears to have resolved the data corruptions that people are experiencing.

Virgin Media has a troublesome past with its SuperHub router-modem combo box: some customers dubbed the kit "SuperFail" in 2011 when the gear slowed broadband connections down to a crawl for months. The ISP eventually fixed the problem apparently after a gentle nudge from Vulture Central.

The company admitted in August 2011 that its SuperHub still wasn't perfect. It was launched onto the market by VM in February that year.

Virgin Media gave us this official statement about the data corruption issues experienced by some of its customers:

We are currently investigating a recent issue whereby a small number of customers have been reporting corrupted downloads when using our broadband service. Customers have reported seeing this issue following a recent modem firmware update, however as this wasn't reported throughout beta or pilot, we are asking affected customers to get in touch through our community forums so we can get the full detail needed for our investigations. We apologise for any inconvenience caused in the meantime.

It's common practice for the telco to pilot a software update with a few thousand users before rolling it out further. That said, the SuperHub box has proved glitchy at various stages of its short life despite the telco's attempts to thoroughly test-drive upgrades before automatically thrusting them upon all Virgin Media-equipped homes. ®

The next step in data security

More from The Register

next story
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
JINGS! Microsoft Bing called Scots indyref RIGHT!
Redmond sporran metrics get one in the ten ring
Driving with an Apple Watch could land you with a £100 FINE
Bad news for tech-addicted fanbois behind the wheel
Murdoch to Europe: Inflict MORE PAIN on Google, please
'Platform for piracy' must be punished, or it'll kill us in FIVE YEARS
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
Found inside ISIS terror chap's laptop: CELINE DION tunes
REPORT: Stash of terrorist material found in Syria Dell box
Sony says year's losses will be FOUR TIMES DEEPER than thought
Losses of more than $2 BILLION loom over troubled Japanese corp
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Protecting users from Firesheep and other Sidejacking attacks with SSL
Discussing the vulnerabilities inherent in Wi-Fi networks, and how using TLS/SSL for your entire site will assure security.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.