This will need an engineer to put right.
You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.
If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.
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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.