There are two possible answers:
1) The hub has not been activated, they should be before being sent to, but often they are not. Call:
Equipment activation on 0800 953 9500
2) The cable has been disconnected somewhere, either at the omnibox or at the street box. This is the least likely option.
Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2