I'm having the same problem. I've ordered HUB 3 weeks ago and still have not received one. The 31st of August deadline is now approaching and I'm not sure what to do. Some help would be much appreciated.
I have also been having this issue I received the letter around the begging of august(dated 29th July).
I checked with online help through VChat to confirm this was all legitimate and that it would not restart a new contract they stated that it was legit and that it wouldn't start a new contract. so i put in the order around mid august.
I never received the order confirmation email after putting in my details but it was meant to be delivered yesterday (24th august) i had stayed in all day but never got anything delivered no card, no router.
Tried speaking to someone on the phone today from Virgin but couldn't get a straight answer about it, the call operative just decided to do diagnostics on my system instead of actually dealing with the issue.