Did you try the "free" SH1/2/2ac upgrade/replacement scheme - see the link below - as they are trying to get everyone onto Hub3's.
If you get the - "Ooops - please call" message or cant get it online - I think it means that the dumb software knowing you are within contract and therefore are asking for an upgrade and not a free replacement. S if you call go through options 1,1,4,4 - to get through to retentions - you will get a UK based person who should at least know about the deal - no-one seems to have informed the "offshore" lot about it yet ! It may be that they think that you aren’t eligible and they will want to charge you - do not accept that (except for a small delivery charge) - come back here.
hi today i received my replacement hub i have set it up as per instructions all lights on the front are as should be but my internet access is denied when looking on settings . i am using my old router again to use internet.