I've only got the TV connected by ethernet and that's always been fine when the WiFi drops, when the WiFi drops it's like it has been switched off I can see the neighbors SSID but mine has totally disappeared.
I've tried the link to the upgrade in the past but always get the "ooops" message.
I always get oopsed too. it means we 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 - so 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.
That said - if your connection is fine on ethernet cable (can you check on other devices?) and you issue is just wifi see if the Hub3 sorts that (it does for many customers). If not... consider using your own better quality wireless equipment with the Hub in modem only mode.
-------------------- 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.