Getting “oopsed” usually means you are on an old package that the computer cant recognise so they want to speak to you about it. When you call it in it's a coin toss whether the agent knows about the scheme. If they do they will just say "ok we will send one out" - or - they say "oh no, that's an upgrade there will be a charge and it starts a new contract". Neither of those statements in correct - in that case just say no thanks and leave the call.
After that you could try texting on 07533 051809 - include account name/number and what the issue is and see what they say – replies may take a bit longer
Finally a VM person should pick this up here and sort the swap for you, but it can take several days.
-------------------- John --------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Thanks for joining me in a private message and for confirming all of your details.
I have arranged for a new hub to be sent out to you, all the information that you need about your delivery can be found on your online account and clicking My Account and Order tracking, you will also receive your tracking information via text message or email from our delivery partner.