not sure the advice you got is correct - they can and do transfer accounts to new addresses but i believe they send out new kit - i do know things have been different in the pandemic so maybe that one of them
all you have is the phone and text to try and resolve it - VM will get to the thread in a day or a few nut not sure what they can do on this
Welcome back to our Community and thanks so much for your post - sorry to understand that your hub has not activated as it should after taking it to your new home for you; this should be done automatically.
After locating your account I can see that you have since called us and we have manually activated the equipment from here for you. All is looking as it should so I do hope that all is working ok for you at home?
If you still need anything at all, please do not hesitate to get back in touch.