Has the new Hub replaced a previous one or another 3rd party router? if so you'll need to connect to it on each device using the details on the back of the new SmartHub router.
Helpful guide for basic method to connect on various device types e.g. Windows Andorid tablets etc can be found here - https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/connect-devices
hi thank you i found out why, bt had put 2 different plastic cards or whatever they are called in the back of the router one was not the correct details from another hub? i have now tried the card underneath and they are the correct details!!!