2 days ago i got a email in the evening saying my order was in progress and when i look at my account to check it, it seems they are sending me a new Smart Hub 2 and are also sending me a bag to send back my existing Smart Hub 2 and if i don’t return it, they will charge me £50…
That has changed, used to be (If I remember correctly) please return old Hub in pre-paid envelope etc. for recycle, refurbish etc.
Alas, seems like you are being unlucky and part of the fun being with a large organisation which has little flexibility.
Defo need to find a new ISP, especially when they accidentally assume you have re -ordered a new service 
Virgin have just put new street cabs and in our area and I am so tempted to switch to them at the end of this year 
https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo
In a completely sane world, madness is the only freedom (J.G.Ballard).
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