I have had this exact same issue. I got the order confirmation email, was supposed to be delivered on Saturday but never got email confirming delivery date and the order isn’t showing on my account so absolutely no way to track it and see when the new box will (if it will) be delivered.
Me too! Contacted via phone this morning and lady I spoke to does not seem to understand! She said its a new hub 4. Said already had correct TV box and would not get any new channels! I want to email customer services but no option!