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Welcome to the community and thank you for your post. Apologies for the delay in response and the issues you've had trying to get through on the phone. We are very busy at the moment and doing all we can to get to each customer ASAP, thanks for your patience.
I've been able to locate your account and I can see that there has been some issues logged with your hub and the wireless connection. How has the connection been since? Are you still having the same troubles?