I haven't received your private message
Thanks for letting us know. We're sorry about that. I'm not sure what happened.
We need to confirm the address on the account with you as we are going to book an engineer visit to get things checked out for you.
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Thanks for coming back to me on this.
I appreciate you have an engineer visit a few weeks ago however there is nothing we can do remotely to fix this. The only option we have is to arrange for another engineer to attend.
If you could pop me a private message with the information I asked for, we can get moving on this 🙂