Hub 5 **bleep** show

So I renewed my contract with you guys and they swapped my hub 3 to the hub 5 and since then my router has **bleep** the bed, I'm talking cant even get through factory reset kinda **bleep** the bed.

I login change password get to the welcome page then it just hangs and nothing happens. 

Anyone have any idea at all before I get another technician round to plug his device it to forcefully reset it? I had the hub3 for about 6 years with no issues relating to the hub3 box itself