It may be that the Hub has not been activated onto your account properly.
Call the equipment activation number on - 0800 953 9500 – you will need the serial number/MAC address off the barcode sticker and also your account number, Call now but at 08.00 (Mon-Sat) or 09.00 (Sun) for the best chance of getting through quickly.
If it is activated and still not connecting, you may have a "fault" on your connection - VM do not test connections for a "quickstart" they assume it is fine as there has been an active connection at that address previously. But if the previous occupant "did something", or the external cables are damaged as Tony suggested, that could be responsible for it.
--------------------
John
--------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.