Just an update.
Spoke to Engineer on phone, explained that I knew how to set the EBU up (I'm that lame I've read the Burnside manual online a bit ago), asked if he could just drop it off and we'd set it up ourselves, which he was more than happy to do. It saved him a job and all you have to do is insert the SIM (he'd pre-done that anyway), swap the phone wires to the hub & phone, press a button, and it's up and running.
The "upgrade" is just a change of SIM/switchover to the VM/O2 network from Vodafone, and I'm guessing this "new" unit (it's the same shell) has the module changed/updated to work on the O2 network.
I can understand that not everyone gets how these things work/able to set them up, and in those cases yes sending someone out is warranted, but it isn't always needed. The time the Engineer wasted coming here could've been better spent fixing someone's service issues out. A Quick-start pack like the hubs/tv boxes maybe a solution in the future?