I already have a Smart Hub 2 and they sent me a new one and I'm now receiving messages to post back my old Smart Hub 2!!?? Why?
only reason I can think of is your SH2 is an old original and is not capable of being used for digital voice
It can be very confusing, BT have changed their contract model so they now own the hub and it has to be returned if you cancel broadband, no great problem as BT are now responsible for faults on the hub and it is no use anyway if you change broadband providers. I had a problem probably because I had previously bought a smarthub 2 (special offer with BT pensioner discount) but did not like it as I had problems with Sky Q mini boxes where they clashed with the 5Ghz band, so changed back to the original smarthub where you can split frequencies. BT asked for the old hub back but did not get it because I had bought it. Had to send copies of receipts to prove it was mine.
However I don't know the solution as I don't want the smarthub 2 unless I can split the frequencies as not being able to gives various problems with different devices. In the end I turned of 5Ghz and everything works fine but not a good solution.