Overheating HUB with red light, replacement didn't arrive again

Hi All 

I wonder if one of the admins could look into my issie and assist

My HUB has been showing a solid red for like 2 months now and it gets quite hot and breaks connection randomly

I rang customer service in the beginnig of october and explained the issue and was told that my hub is faulty and the replacement should be with me in up to 10 working days. This has never happened. I rang CS again and explained the same thing to another advisor and they said there's nothing in the system regarding my new hub (?)

They said that they will send me a new hub and booked a delivery date 26/11/2024 which was yesterday, but again no sign of new hub

The one I have now is on solid red despite a few dozens of regular hard resets recently. It gets hot ,breaks connection randonly, slows down the internet every so often but most importantly it's a potential risk of fire, yet I feel like I've been completely ignored despite being a VM customer for nearly 17 years!

I'm also tired of spending more hours on the phone explaining the same thing over and over again to another customer advisor

Can someone please help so I can finally get my new hub?