Received new (free) router because our old router was not compatible with the Digital Voice roll out. today we got a card telling us to plug the phone into the green port on the new router when we lose the dial tone.
What green port? There is no port covered by a sticker.
I guess they sent you the wrong router, presumably it isn't a Smart Hub2. You need to contact customer services.
0330 1234 150
That appears to be a Smart Hub , not a SH2 , call BT stating your broadband is not working to navigate to the appropriate customer service department , and then explain the hub has turned up but is faulty , ( probably simpler that trying to explain that the wrong hub has been sent ) so you require another replacement, presumably sending out hubs is pretty common so should not be an issue,
If explaining that the wrong hub has been sent out has them saying ‘it’s not a technical issue’ , don’t mention it , be creative, simply say you have plugged the new hub in and it doesn’t work , which is a technical issue , If they say they can ‘see’ your broadband is ‘working’ , that’s because you still have your old hub connected.