Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.
It may be the provisioning has not been setup properly? Call the equipment activation number they may be able to help. It's 0800 953 9500 and you will need the Hub serial number/MAC address from the barcode sticker, and your account number.
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