Thanks for your post and welcome to the community.
Many apologies for the service issues faced, we'll need to arrange a technician visit to get this replaced, before booking any appointment we have to advise the following.
There can be a £25 charge added to the account if;
•The technician diagnoses the faults as not being caused by our network/equipment
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Let us know whether you're okay with this and I'll drop a PM to discuss further.