Best place to check for issues is the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
That said, just call it in as faulty and arrange for a Tech visit to fix their faulty equipment. Tech will replace it if necessary. Be aware that there is a Hub supply issue at the moment due to the current economic/technological issues around the world. this means they are not doing "free upgrades" at the moment - it has to be broken.
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.