I am surprised that you think the Smarthub 2 is an "Upgrade". There are a lot of people on the forum who would say it's a "downgrade" because you are unable to split the 2.4Ghz and 5Ghz bands or select all the wireless channels other than just 1, 6 and 11 in the way that you can with the Smarthub and other dualband BT Hubs.
All I know is I was having loads of problems with my broadband and threatened to leave BT and go with another provider. The manager emailed me and said he would 'upgrade' me and send me a new hub.
You should start a new post stating what your problems are and hopefully you will get some assistance here because I doubt getting a new Smarthub 2 will resolve your problem.
Sending out a new hub is the go to answer when Customer Services don't know what or how to fix a problem and it gets the customer off the phone.