This thread's discussion is locked. If it doesn't give you the information you need, head to its forum board for active discussions or to start a new discussion.
Y'know, working with radio is not a perfect science, and often discovery is made by trial and error, which appears the case in your instance, based on your description. Other than moving the hub to a location in your house where it will not connect to the unprovisioned tower, there is little they can do.
Legally, you are made whole by a refund of your payment.
If you find a post useful, please give the author a "Like"