If VM are selling you an upgrade to 500 and you have a SH (not a Hub3) then they have to supply you with that Hub at the time of the upgrade.
These are rare as hen's teeth it seems - so they may not have let the upgrade go through for that reason and neglected to tell you that
I hope you havent been paying more monies for this non-existent upgrade. Have you checked your account and bills?
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John
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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.