Yes they will do this no problem.
Unless its a "structural" issue on the building that mad ethem come in upstairs.
Anyway call it in on 150 VM line - or 0345 454 1111 others (national rate) - they will sort it - the charge for this is now £25.
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.