Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I'm sorry to hear that the Hub had stopped working. I've taken a look at the account to take a look at things and can see you since called and spoke to the team .They organised an engineer and this visit was completed.
I can see your Hub is now showing as online with no issues.
If you have any further issues, pop back and let us know 🙂
However, this was only achieved by having to speak to customer relations and someone there managed to work around the system blocks to resolving the issue.
Basically when the HUB3 failed (internal power fault) there was also an outage for this postcode, so all the standard support could offer was for me to call back after it was resolved (not that I would know that as didn't have internet) and queue for another 25 mins and explain it all again to then get the hub replaced. What I had to do was speak to customer relations and they thankfully were able to book an engineer visit (couldn't mail a box out) and circumvent the 'computer says no' scenario that is frankly ridiculous - as an engineer of 35 years I am fully able to distinguish between no broadband signal and no power to the hub - something your 'system' wasn't willing to easily believe. It was probably just unlucky to have two faults at the same time, one mine and one the network outage... not an ideal experience.
The engineer was brilliant though and to be fair so were both the employees on the phone they were just hampered by a system that thought it knew best.