Hi there Smallbonsai
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you have faced this issue with your service and thank you again for posting. I am so sorry to hear that you have had a constant red light on your Hub and that the team have not yet been able to resolve this. I understand you have spoken to the team already about this but just to confirm, is the Hub out in a well ventilated area? Also have you tried a pin hole reset? To do this push a pen etc into the reset hole and hold in for 30 seconds. This will cause a full factory reset so if you have changed any Hub details such as the password or name it will revert to the original details but you can change them back afterwards.