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BT Hub did not arrive

As part  resolution of a complaint, I was promised a new BT Hub for the second time by a complaints manager in Accrington (my old hub drops out frequently and has to be reset). This was 2 weeks before the coronavirus lock-down, but I do not want to bother the telephone hotline as this is not hyper-urgent. However I can find no way of raising an online complaint, nor of emailing anybody. How can I proceed?

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