If you are on the 1GB package you have to have the Hub4 - if you are not - you dont need it.
What was the previous Hub & set up, why did they say they were swapping you and do you still have that Hub?
If so call in and tell them that the Hub4 "is not fit for purpose" and you want the old Hub reactivating. If you dont have it say you want a replacement Hub3
Calling at 08.00 is the best time - try options 1,1,4,4 - its for cancelling - but say you want to cancel because of this issue and I sure they will want to keep you and sort you out
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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.