Call in again and insist that they replace the Hub5 which is not on general release yet - you are effectively "testing" it it for VM - tell them its not fit for purpose - dont get fobbed off insist (politely) - ask to be transferred to retentions and say you will cancel if that's not done.
A VM person will respond on here and help but can take a day or two to get here.
In the meantime see if you can improve it by doing this....
Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it. If not try the reset one last time and hold pin longer.
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.