Today adviser on the chat acknowledged I was promised a smart hub with all the fees waived for renewing my contract with tv package on the 17/01. A reference number has been given VOL013-XXXREMOVEDXXXX (on the 10/02 at about 2pm30). Please count how many times you transferred me on your ping pong chat to see how ridiculous it is. Each time I am transferred the new adviser start from scratch. I have lost many hours asking for something you promised. I was connected to customer option team on the phone the guy was not finding this reference on the system but was able to see it on the chat. He said to hold on while he speaks to a manager then cut the line and did not call back. If you refuse to send me the hub as promised, please do not make me wast my time, say it clearly and I will cancel my contract.