Sorry to hear of the issues that you've been having with your services, there is no know fault in your area obanite89, the symptoms that you describe and the time of day that you're having the issues sounds like they are being caused by the volume of traffic over the network and during lockdown there are a lot more people using the network than normal and can cause the network to slow down.
The agent that you dealt with from customer service will have looked into your account and ran diagnostics and been told by the system that the issues can be resolved or helped by sending a new hub. I can see that the router has been dispatched and should be with you soon.
Please can you let us know, if the new hub improves the issues that you're having with your faults.
Regarding the extra charge on your account for body balance, I would need to take you to a private message to pass account security and we can look into this further. Would you be ok for me to do this or have you arranged for this to be looked into by the team?
Regards
Steven_L