incompetent agent nothing surprising!. Every time I've called recently which is twice now.. hardly enough to prove this but read about.. support always ask to remotely connect.
anyway I have never used a VM Hub only a SuperHub, not sure whether the interfaces are the same. any who reset the hub to start off with...
http://help.virginmedia.com/system/s...ICLE_ID=322888
once done, try connecting via the laptop. the network name and password are at the back/bottom of the hub.
http://help.virginmedia.com/system/s...MER_TYPE=Cable