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Apologies for the problems you're experiencing with your V+ box recently. I've been able to locate your account to take a closer look at this and can see that the team have been out to take a closer look, which is excellent news.
I'd love to hear how that went and I'll be here should you need any assistance moving forward.
Sorry again for the inconvenience caused, we'll be her if there's anything you need assistance with in the future.