I have the Superhub2 and it is a better bit of kit than Hub1 for wifi with dual frequency and better internal aerials. The signal is better on the wifi devices.
I had severe problems with broadband being disconnected for a week recently. The help line was useless and misleading. They kept saying that a fault had been found and that it would be fixed by 11 pm. It wasn't. It didn't help that when you rang the recorded message said that they were busy and you could use their website for help - er how without broadband? The other infuriating message was the 0800 number that you can ring to get an update on the repair status. In my case there wasn't a recorded message to tell me about the status and all I got was "There isn't an update. That's it", followed by a hang up. Eventually after multiple complaints they sent an engineer who informed me that as part of the upgrade process engineers had been fiddling and had deleted my MAC address hence no broadband. I wasn't even due an upgrade as I had already been upgraded! The refund I got was incorrectly calculated to add insult to injury. The snag that I have is that if I want over 2 Mb download then in my locality I have to have Virgin.
The router needs to be off for longer than 10 seconds. Try over a minute.
Wish you luck with getting your broadband back. It is worthwhile asking to speak to a supervisor as the standard call centre operators are reading from a script on their screen and the script may not be right for you.