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Ayisha_B
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Message 11 of 13
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Re: Packet loss issue

Hi @bombkangaroo,

 

I've taken a look at the account and can see your power levels are out of spec. I will need to book a engineer visit for you to get things sorted. 

 

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my PM.

 

Cheers

Ayisha_B
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Ayisha_B
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Message 12 of 13
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Re: Packet loss issue

Thanks for confirming the requested details via PM @bombkangaroo
 

I've booked a technician for you to come out and have a look into the issue with your power levels. You can find details of the visit via your
online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•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 also 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 how the visit goes!

 

Ayisha_B
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Ayisha_B
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Message 13 of 13
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Re: Packet loss issue

Thanks so much for the PM with the update @bombkangaroo

 

So pleased to hear the visit went well and everything appears to be sorted.

 

You know where we are if you need anything else 🙂

 

Happy New Year!

Ayisha_B
Forum Team



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