Thanks for your post and it's great to hear you're now a member of the V6 family
Apologies to hear things didn't go quite to plan.
As mentioned by jb66, we'd only order a new modem / hub, if the one you currently have isn't sufficient to work with your speeds. If it is then we wouldn't change it unless you requested, and paid for, an upgrade.
Since posting, have you been able to get a new remote? If not, give the team a call on 150 / 0345 454 1111 for them to get one out to you. If you want a new hub, they can also run through upgrade options to
Keep us posted on how you get on.
Kath_F Forum Team
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