It's probably a bit late now (8:30pm) to expect a response from any VM employee, and alas, I am no longer able to escalate an issue for their attention tomorrow morning. Hopefully though one of the VIP members will see this and escalated it for a prompt response - not that will necessarily get you a replacement hub any quicker.
Now, I'm going to be brutally honest here, and I do this simply to set expectations and give you more information when the time comes to consider keeping VM as a provider. What you have run up headlong into is VM's total lack of customer care - it's all process driven, the badly trained excuse for a customer service provision have no means of deviating from their scripts, well not at the risk of losing their jobs.
So here's a open message for the forum team here, who are VM employees, we have an example of a really vulnerable customer asking for help, yes, of course sometimes stuff breaks, we know this, but the response from your apology for a customer service operation is not to immediately help them but to upsell them more products! Do you accept that this is appalling and disgusting behaviour?
You know, I can't help thinking that this is the sort of 'human interest' story that the local press are often interested in, plus sometimes the national press on a slow news day.
