Shouldn't I have a free upgrade to hub 5?

I have been on Infinity 2 for a long time and have the hub 4. When my contract came near the end around 3 months ago I got a call from BT during which they recontracted me for another 12 months, however, they failed to mention that I was eligible for a free upgrade to the new hub 5. Although I get great wirelkess speeds when I am in the same room as the hub, the connection becomes iffy even when I am only one floor up and regularly drops connection when I play an online game (which rarely happens when I am in the same room as the hub). The internal walls of the house are regular wooden panels, nothing that should breakdown wireless signal.
I've read good reviews of the new hub and was wondering if it would greatly improve wireless range. To be fair, I can get connection even when I am on the top floor (a floor further up) but when you are connected to Infinity and also have supposedly good hub (hub 4), you really should be able to use wireless devices anywhere in the house or garden without breakages.

BT do not offer the hub automatically, and you may have to pay something towards it.
Wireless is unlikely to be any better on the HH5, and some people say its worse. You would be best using either an Ethernet cable, or broadband extenders.
http://www.shop.bt.com/products/bt-broadband-exten​der-500-kit-8W3T.html
Wireless is not reliable enough for gaming.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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