I am astounded that the engineer would say this - the advertising literature for the super hub says:-
"The Super Hub is available exclusively to Virgin Media customers, and has been custom-made to provide you with killer performance and wonderful ease of use."
I have done a little searching on the web and have come across this article on the Virgin Forum - absolutely amazing that there are a lot of people who cannot get a steady wireless connection and have had to resort to plugging their new super hub into their old router, using the super-hub as an expensive looking modem. Absolutely scandalous.
What did you have before the Super Hub? I have a friend who has Virgin and she just had a modem with a wired connection. When she wanted to go wireless I just installed an inexpensive Netgear Router which works very well. As the article says, set the superhub to modem mode and plug your old router into it.
Would you believe that there are instructions here from Virgin telling you how to do this - I wonder why?