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Engineer to quickstart

I'm having a new issue. The website had a glitch whilst i was ordering my new wifi which meant i couldn't select quickstart. a helper talked me through it and i had to settle with engineer installment with the promise that i could call and change back to quickstart (because i need it installed ealier than an engineer can provide). I have been on the phone for the past 2hrs (a total of 6hrs over the last 48hrs) and no one can help me and say this change is impossible because even though  my wires and cables are in fine condition i was forced to say my wires required assistance, even though a virgin employee said that this would be possible. could you help change me back to quickstart so i can install my broadband at an earlier date. 

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