“Brand new” hub3 rattling, no longer works

Just signed up for broadband. After several days of delay in receiving my Hub3 because Yodel lost it, I finally received my router today.

Installed fine and everything worked great… for 8 hours. Then, all lights turned off and despite several resets and testing the power supply, I couldn’t get the router to stay “on” for more than a minute. 

I unplugged to move to another plug socket on the other side of the room only to notice that the router rattled when I picked it up and there are clearly loose parts inside. I think I can see a wire sticking out of the bottom.

Really disappointed as have clearly been sent a supposedly new router that’s broken. Why am I even paying for this? Can’t get hold of support at all and nothing online is helpful.

I suspect that the “solution” I will finally get is waiting days for an engineer to come only to be told I’ll have to wait days for a new router, which will probably end up being faulty as well!

Has anyone experienced this and had any luck cancelling their Virgin contract without difficulty? Would rather go to a different company than continue to pay for such shoddy service and poor customer care…